Grievance Redressal Mechanism

Fincover.com firmly believes in the adage service to customer is service to god. The company believes strongly that integrity of the company lies in how good the customer service is. The company strongly believes that a good customer service helps foster a long-lasting customer experience. We stay committed about efficacious handling of customer grievance and establishing a proper policy mechanism to avoid repetitiveness

Objectives

Our company understands that despite striving to achieve high standards of customer service excellence, there can be gaps that might affect the process. Hence it is important to create a platform to air out their grievances. The company aims to create robust system to ensure effective and timely solutions that enhances the overall site experience. We have ensured all employees are aware with our customer service grievance mechanism which is based on following principles

• Customers are treated equitably without any prejudice
• Grievances are acknowledged and treated giving priority and deadline to resolve the issue
• We understand the root cause why complainant feels aggrieved and provide various touchpoints for the customers to air their grievance
• Customers are sensitized about their rights and provided numerous alternate ways to express their displeasure, if they are not satisfied with the initial response
• We make sure to fix process errors if they are traced back to be root of the customer’s grievance to ensure reoccurrence of such grievances are minimized
• Based on the above mechanism, the company shall create a suitable channel for the purpose of receiving and addressing grievances effectively. The mechanism adheres to the regulatory frameworks of all financial regulators.

Grievance Redressal Framework

2.1 How to lodge a grievance

If you are dissatisfied or felt aggrieved by any of service or products, you may reach out to us through the following channels

Call at 044-47896822

Email at Info@finfortune.com

Write a letter to –  Fincover, No. 13, 17, Senthil Andavar Street, Thangal karai, Dhanalakshmi Colony, Vadapalani, Chennai, Tamil Nadu 600026

2.2 Grievance Format

Customers are requested to air their grievances by following a structure that includes all necessary details as given below

• Details of Product/Service
• Date of incident
• Your grievance with complete details

Valid Contact information including email ID and Phone no registered with the company at the time of registration

2.2 How will grievance be addressed here?

• Upon receiving a grievance, we will send an acknowledgement response within 24 hours of receiving your complaint
• The maximum time for resolving your grievance under all circumstances would be 30 days, though we would put our every effort to finish it much earlier
• For grievances related to Mutual Fund, we would prioritize and provide redressal as soon as possible. The maximum timeline for grievance redressal with respect to Mutual Funds would be 21 days

2.3 Details of Nodal Grievance Redressal Officer

Name of the Officer – Ms. Sumalatha

Office Address – No. 13, 17, Senthil Andavar Street, Thangal karai, Dhanalakshmi Colony, Vadapalani, Chennai, Tamil Nadu 600026

Email at Info@finfortune.com

Call at 044-47896822 (Mon-Sat from 9;30 to 6:30 PM)

3 . Continuous Feedback from Customers

We would collect feedbacks from the customers periodically to improve our process

4 . General

Aside from things mentioned here in this mechanism, we shall ensure compliance with any statutory requirements that are prescribed by any law/regulations or anything arising out of amendments to such laws already in place

5. Review

We will review this mechanism as and when necessary

b. This mechanism is subject to applicable laws, rules, and guidelines, directions, issued by regulatory bodies such as RBI]. Any updates to the existing laws shall be deemed to incorporated into this mechanism and this mechanism would be considered updated