Grievance - Redersal Policy

Grievance Redressal

Upmint AA has a Customer Grievance Redressal Mechanism Policy in place as per directions issued by the Reserve Bank of India (RBI) on Fair Practices Code for Non-Banking Financial Companies (NBFCs).

Our Customer Grievance guideline applies to all the Customers / Citizens of India availing Account Aggregator services of Upmint AA. It has been framed to resolve customer grievances in a timely and effective manner.

Customer service is extremely important for sustained business growth, and as an organization, we aim to provide our customers with exemplary service. Customer complaints constitute an important voice reflecting our performance, and this policy details complaint handling through a structured grievance redressal framework. Our redressal process is also supported by a review mechanism, to minimize the recurrence of similar issues in future.

  • Customers are always treated fairly
  • Complaints raised by customers are dealt with courtesy and in a timely manner
  • Customers are informed of avenues to escalate their complaints within the organization, and their rights, if they are not satisfied with the resolution of their complaints
  • The employees work in good faith and without prejudice, towards the interests of the customers
  • The touchpoints and timelines for resolution of complaints from customers will be part of customer website for easier access to information

Grievance Redressal Mechanism

We believe while involving into various systems, processes and involves human handling it is possible few of issues may occur and should be handled with proper redressal mechanism to ensure accurate resolution in timely manner. Customer can access our Grievance Redressal Policy at:

Grievance Process:

Customer shall raise the AA related Grievances on support@upmintaa.com by providing below details. The Grievances shall resolve within 7 working days.

  • VUA ID:
  • Contact No:
  • Grievance Description:

Important Note:

As per RBI guidelines mentioned in master direction (DNBR.PD.009/03.10.119/2016-17) for NBFC Account Aggregator complaints if any, should be raised within 30 days from the occurrence. Any complaints received after 30 days of occurrence will be taken in good faith and best effort basis.

In case complaint raised on aforesaid email id does not get resolved within 7 days, customer can contact our grievance officer. Grievance officer details are as follows:

Customer Grievance Redressal Process

  • Acknowledgment along with the token / case number will be shared with the customer within 24 hours of receiving any grievance from the customer.
  • Resolution to the concern would be provided within 10 days of receiving the request from the customer.
  • Customer shall be notified of any changes in status of the redressal, along with the action taken and reason for delay if any.
  • In case the customer is unhappy with the resolution or the pace of resolution, they can escalate the same to personnel mentioned in the ESCALATION MATRIX (refer to section below).
  • In case the concern is unaddressed even after 30 days from the time when Upmint AA sent an acknowledgment, the customer can approach RBI for resolution as per The Reserve Bank of India (RBI) master directions.

Grounds for Filing a Complaint by a Customer:

  • Interest/Deposit not paid OR paid with delay
  • Cheque not presented OR done with delay
  • Not conveyed the amount of loan sanctioned, terms & conditions, annualised rate of interest, etc.
  • Notice not provided for changes in agreement, levy of charges
  • Failure to ensure transparency in contract/loan agreement
  • Failure/ Delay in releasing securities/documents
  • Failure to provide legally enforceable built-in repossession in contract/ loan agreement
  • RBI directives not followed by NBFC
  • Guidelines on Fair Practices Code not followed

Escalation Matrix for Customer Grievance Redressal Mechanism

Escalation Timeline Customer / Citizen Action Upmint AA Action
Level 1 Day 0 of filing the grievance Customer sends an email to support@upmintaa.com with the required details.
Registered Office:
203,204,205,206 Sharda Chamber, 2nd Floor 3 L.S.C, Kalka Ji,110019,
New Delhi, India 		Upmint AA will send acknowledgement within 24 working hours of receiving the grievance, with an aim to resolve the issue within 10 days.
Level 2 After 10 days If the grievance is not resolved within 10 days, customers can reach the Upmint AA Grievance Redressal Officer:
Phone: +91 92664 10571
Email: awadhesh@upmintaa.com 		For any grievances raised as a Level 2 escalation, Upmint AA will ensure such issues/grievances are resolved within the next 20 days.
Upmint AA will keep the customer informed of the progress towards grievance resolution and delays (if any).
Level 3 After 30 days As per RBI Master Directions, if the grievance is not resolved within 30 days of reporting, customers may appeal to the Reserve Bank of India (RBI). —

Customer Support Timings:

Active Days: Monday to Saturday: 9:30 AM to 6:30 PM (local time)

Closed: Sundays, Public Holidays, National Holidays, and Bank Holidays

Please note that specific dates for public holidays, national holidays, and bank holidays may vary depending on the country or region where the company or organization is located. It is requested to kindly check with the company’s customer service team for the most up-to-date information on their support hours.