Dispute Resolution and Grievance Policy
We value your trust & understand that there may be situations where you need to address concerns or grievances. This Customer Grievance Policy outlines our commitment to addressing and resolving grievances in a transparent and efficient manner.
The purpose of this policy is to:
- Define the process for customers to raise grievances.
- Ensure timely and fair resolution of grievances.
Customers can submit grievances through the following channels:
When submitting a grievance, please provide the following information:
- Details of the service / product for which the payment was made / initiated.
- A clear description of the grievance, including relevant transaction details like Order ID / Reference Number.
- Any supporting documents or evidence including images of the product etc.
- We will never ask you for your credit card details, OTP, Password etc. Please don’t share it with anyone even if claiming to be our representative.
Upon receiving a grievance, we will follow these steps:
- Acknowledgment: We will promptly acknowledge receipt of your grievance within 48-72 hours/ 2-3 working days.
- Investigation: Our dedicated grievance resolution team will thoroughly investigate the matter, including reviewing transaction records, communication history, and any supporting documents.
- Resolution: We will work diligently to resolve the grievance as quickly as possible and keep you informed.
- Communication: We will keep you informed throughout the resolution process, providing updates and the expected timeframe for resolution.
- Closure: Once the grievance is resolved, we will notify you of the outcome and actions taken.
Feedback : We value your feedback on our grievance resolution process. Your input is essential in helping us improve our services and prevent similar grievances in the future. You can share your feed-back with us at nmicmumbai@nfdcindia.com
