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Customer Support & Grievance Redressal Policy

PURPOSE & OBJECTIVE

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. The policy aims to address the Queries, Requests, or Complaints (QRC) by:

  • Acknowledging the QRC and feedback received
  • Maintaining the records of the interactions
  • Providing resolution to the complaints or grievances
  • Ensuring in TAT close looping with the customers
  • Analyzing and reviewing the QRC at suitable intervals
  • Proposing amendments as and when required for improving the CSGR mechanism

CUSTOMER SUPPORT

Customers with any query, request, complaint, or feedback may reach out to the Customer Support Desk through:

Customers are requested to quote the information below while reaching out to the Customer Support Desk for identification and to help us provide the necessary resolution within the agreed timelines:

  • Loan ID / Loan Account Number / Bureau ID
  • Registered Mobile Number
  • Comprehensible details of query, request, complaint, or feedback

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 for National Holidays (or any other Non-functional days declared by Government or Government Regulated Bodies) and alternate non-banking Saturdays according to the following timelines:

  • Monday to Saturday
  • 10:00 AM to 07:00 PM

GRIEVANCE REDRESSAL

The Grievance Officer at ARTH has been assigned the responsibilities to provide the resolution to the customers, analyze the feedback received, and implement measures to improve the support offered by the Customer Support Desk.

Customers are requested to reach out to the Grievance Officer on the following occasions:

  • Queries, requests, or complaints not acknowledged or resolved by Customer Support Desk within the assigned timelines.
  • Unsatisfactory response to the queries, requests, or complaints.
  • Feedback that may help in improving the Services, Products, or Support offered by ARTH.

Grievance Officer can be reached out through:

The Grievance Officer can be contacted throughout the year except for 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 an acknowledgement of their complaint within 3 working days, followed by resolution in 7 working days. Customers are requested to provide the following information while contacting the Grievance Officer:

  • Loan ID / Loan Account Number / Bureau ID
  • Registered Mobile Number
  • Comprehensible details of query, request, complaint, or feedback

Customers may also reach out to the Grievance Officer for complaints pertaining to inappropriate behavior from any person engaged with ARTH directly or indirectly or associated partners.

NODAL OFFICER

Customers not satisfied with Customer Support & Redressal of the Grievance may lodge a complaint with the Nodal Officer of the company at the following details:

All queries, requests, and complaints shall be handled and resolved with utmost priority. Customers can reach out to the Nodal Officer on the following occasions:

  • Queries, requests, or complaints not acknowledged or resolved by Customer Support Desk or Grievance Redressal Officer within the assigned timelines.
  • Unsatisfactory response to the queries, requests, or complaints.
  • Feedback that may help the company to improve the products and services.

Customers may expect an acknowledgement of their complaint within 3 working days, followed by resolution in 7 working days. Customers are requested to provide the following information while contacting the Nodal Officer:

  • Loan ID / Loan Account Number / Bureau ID
  • Registered Mobile Number
  • Comprehensible details of query, request, complaint, or feedback

If customers are still not satisfied with the redressal, they may lodge a complaint with the Reserve Bank of India through a centralized complaint management system under the Integrated Ombudsman Scheme, 2021. Customers can lodge a 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, Centralized Receipt and Processing Centre (CRPC), Reserve Bank of India, 4th Floor, Sector 17, Chandigarh, 160017

Customers are advised to provide the following information when lodging a complaint:

  • Details of the complaint
  • Customer's name and contact information
  • Copies of any relevant documents
  • Details of previous complaints (if applicable)

Providing all necessary information and documents is essential to ensure that your complaint is effectively resolved.

DISCLAIMER

  • Customers reaching out to ARTH beyond or before the aforementioned functional timelines of Customer Support Desk or Grievance Officer may experience delays in response, however, our representatives will attempt to reach you back.
  • Customers may be asked to provide details pertaining to their records in our system for verification purposes.
  • Customers unable to share the required details may experience delays in resolution.
  • Resolution may require follow-up or referrals internally or externally, which might take longer than the aforementioned TAT.
  • By contacting Customer Support or Grievance Officer, customers authorize our representatives to connect with them through Email, WhatsApp, SMS, or voice calls during functional hours even if the contact number(s) are registered in DND or DNC lists.
  • ARTH may keep records of conversations or details provided during interactions; however, such data will be kept confidential. For more details, refer to our Privacy Policy.
  • ARTH Customer Support and Employees do not provide assistance through social media platforms like Facebook, Instagram, Telegram, Twitter, YouTube, LinkedIn. Please reach out via the official channels mentioned above.
  • For inquiries related to products and services, please visit our official website. For inquiries related to careers or partnerships, use the "Contact Us" section on our website, and a representative will get back to you.