ARTH “Arthimpact Digital Loans Private Limited” values the experience of the customers and strives to ensure that customers are always presented with excellent services. In addition to the experience of the customer, ARTH also understands the value of the public approaching us for products and services being offered, hence such prospects are also considered to be our customers.
The Customer Support & Grievance Redressal Policy (CSGR) has been established to outline the uniform standards and operating procedures followed for appropriate experience of the customers and prospect public. Policy aims to address the Queries, Requests, or Complaints (QRC) by
Customers with any query, request, complaint, or feedback may reach out to Customer Support Desk through
Customers are requested to quote the information below while reaching out to Customer Support Desk for identification and helping us in providing the necessary resolution within the agreed timelines.
The Customer Support Desk shall acknowledge the customers within 7 working days followed by the resolution within 10 working days.
Customer Support Desk shall be functional throughout the year except the National Holidays (or any other Non-functional days declared by Government or Government Regulated Bodies) and alternate non-banking Saturdays according to below timelines.
The Grievance Officer at ARTH has been assigned with the responsibilities to provide the resolution to the customers, analyze the feedback received & implementation of measures to improve the support offered by Customer Support Desk.
Customers are requested to reach out to Grievance Officer on following occasions:
Grievance Officer can be reached out through:
Grievance Officer can be contacted throughout the year except the National Holidays (or any other Non-functional days declared by Government or Government Regulated Bodies) and alternate non-banking Saturdays from Monday to Saturday between 10:00 AM to 07:00 PM.
Customers may expect the acknowledgement to the voice raised to Grievance Officer within 3 working days followed with resolution in 7 working days.
Customers are requested to make available the following information while contacting the Grievance Officer.
Customers may also reach out to Grievance Officer for complaints pertaining to inappropriate behavior from any person engaged with ARTH directly or indirectly or associated partners.
Customers not satisfied with Customer Support & Redressal of the Grievance may lodge a complaint to Nodal Officer of the company at the mentioned details.
All queries, requests and complaints shall be handled and resolved with utmost priority.
Customers can reach out to Nodal Officer on following occasions:
Customers may expect the acknowledgement to the voice raised to Nodal Officer within 3 working days followed with resolution in 7 working days.
Customers are requested to make available the following information while contacting the Nodal Officer.
Customers not satisfied with the redressal may lodge a complaint to the Reserve Bank of India through a centralized complaint management system under the Integrated Ombudsman Scheme, 2021. Customers can reach to lodge the complaint via the online portal at https://cms.rbi.org.in or email at crpc@rbi.org.in.
Customers may also approach by post at:
Chief General Manager,Customers are advised to provide the following information when lodging a complaint:
Providing all necessary information and documents is essential to ensure that your complaint is effectively resolved.
