Grievance Redressal Mechanism

V. N. Credits Ltd (PaySay)

CIN: U72900DL2018PTC328654

Uploaded on 20th February 2023

Introduction

PaySay is committed towards providing best in class user experience to its user to avoid any confusion with all details of services and charges being offered. PaySay grievance redressal mechanism is a robust and well connected mechanism for any feedback, queries, complaint, grievance or support to PaySay user or potential users. PaySay works to for resolution of grievance in order to improve the services and to avoid the faults/ mistakes to not be repeated. 

GRIEVANCE REDRESSAL MECHANISM

PaySay operates in Digital Environment in line with the vision of Indian Government “DIGITAL INDIA MISSION” to bring financial inclusion to all sphere of citizen in India by providing loan digitally through digital medium. PaySay through its website (“paysay.in “) and its mobile application (“PaySay”) provide services as a deferred payment and a digital lending application have setup a grievance mechanism in consonance with Recommendations of the Working group on Digital Lending – Implementation dated 10th August 2022. 

LEVEL 1: COMPLAINT REGISTRATION

The Aggrieved User of PaySay can register their complaint through email: support@paysay.in.  / M - 9311661652The Complaint shall be sent to through your registered email stating your reason for lodging the Complaint.TIMING: 10:00 A.M to 6 P.M| Monday to Saturday (Except National Holiday)

EXPECTED REPLY: The Aggrieved User is expected to get a response/ resolution within 15 days of registration of Complaint.

LEVEL 2: FOLLOW UP E-MAIL| NON SATISFACTORY REPLY

If the Aggrieved User didn’t get a resolution of its complaint or the reply was unsatisfactory. The Aggrieved user can approach: compliance@paysay.in /  M - 9319259371

Grievance Redressal Officer: Rahul AroraTIMING: 10:00 A.M to 4 P.M| Monday to Friday (Except National Holiday)

EXPECTED REPLY: The Aggrieved User is expected to get a detailed reply or resolution within 14 days of registration of Complaint at Level 2.

LEVEL 3: NON RESOLUTION OF COMPLAINT

If the Aggrieved user is still not satisfied with the detailed reply or the resolution  of his complaint has not been provided he can approach to PaySay NBFC partner for escalating the complaint to the senior management.(paysay.in/partners).

LEVEL 4: Lodging complain on RBI portal 

If you're not satisfied with the resolution or you want to escalate it to further, kindly raise the complaint to the RBI Sachet Portal - https://sachet.rbi.org.in/