We Take Your Concerns Seriously
At MoneyWalle (Acolyte Finserv Limited), we are committed to providing the highest standard of service. If you are dissatisfied with any aspect of our service, our structured grievance redressal mechanism ensures your concern is heard and resolved promptly.
Escalation Process
Follow these levels sequentially. If your issue is not resolved at one level, escalate to the next.
Customer Support
If you have any complaint or grievance regarding our services, please reach out to our customer support team. We strive to acknowledge all queries within 24 hours & give an initial response within 3 business days.
Grievance Officer
If your complaint is not resolved at Level 1 within 7 working days, or you are not satisfied with the resolution, you may escalate the matter to our Grievance Redressal Officer.
Regulatory Authority
If your complaint remains unresolved for 30 days, or if you are still dissatisfied with the response, you may approach the Reserve Bank of India (RBI) through the RBI Integrated Ombudsman Scheme.
Our Principles
Every grievance is handled with care, governed by these core principles.
Timely Resolution
We acknowledge all complaints within 48 hours and aim to resolve them within 7 working days.
Fair Treatment
Every complaint is treated with fairness, transparency, and without any discrimination.
Accountability
A dedicated team monitors all grievances and ensures closure with proper communication.
Regulatory Compliance
Our policy is in accordance with RBI guidelines for NBFC grievance redressal.