India
Effective Date: 1st Sept 2022
As a Fintech, Rain partners with different NBFCs to provide lending solutions to its customers.
As a service organization, it is our primary responsibility to focus on Customer service and satisfaction. This document details the policy of redressal of customer complaints. The key objective of this policy is to ensure the following:
This document aims to describe internal policy for Rain Pay towards handling Customer complaints. It describes various channels for lodging the complaint, obtaining solutions from the concerned department, and responding to Customers with the solution within the committed time-period.
Complaint is an expression of dissatisfaction or resentment either in the form of a representation made in writing or through electronic means or over phone, containing a grievance alleging deficiency in:
Complaint is not a request for data modification or inquiry about loan products/ schemes, interest rates or other requests which can be solved by Customer care.
Complaints review Committee (comprising of representatives from all key departments including customer experience) review the complaints on periodical basis. They shall review the process and suggest changes, if any, required for making this process more effective.
There is a complaints MIS and reporting in place. This reporting serves as an input for other analysis, for periodical review.
Customer means the person who on the basis of information submitted online on our Digital Platform, Rain, has availed a Credit Facility of a certain amount.
Contact hours: weekdays (8:00 AM to 8:00 PM)
Weekends: 10 AM to 6:00 PM
Customer Care Department
Rainpay India Pvt Ltd
Obeya Spruce, Ground Floor
Embassy Signet building,
Cessna Business Park,
Kadubeesnahalli,
Bangalore 560103
While raising a complaint each complaint should have the following information:
First call resolution: All the complaints which can be resolved immediately when raised, the response should be provided on the same call / email and close the same. We are committed to give First call resolution within 24 hours.
Resolution post verification: For the complaints which must be verified and may need further investigation/support from other departments and hence cannot be resolved immediately, customer should be informed about the expected timelines of the closure.
For these complaints, tickets should be raised and assigned to the concerned departments on priority.
Our TAT for resolving all complaints is 30 working days. Any complaint not resolved within this timeframe will be escalated to the CEO.
Customer care department will inform the customer about the following:
The Customer Care Specialist should make limited but reasonable attempts to reach the customer for providing solution to his/ her complaint via Phone, Email, Letter etc
After the resolution is provided to the customer the concerned department updates the status of these complaints as closed in our system. These complaints get reflected in closed complaints bucket which can be re-examined at any point of time as and when required.
If the customer is not satisfied with the resolution or has not received any resolution within the committed turnaround time, he/she can raise his/her concern to the “Grievance Redressal Officer” at Rainpay India Pvt. Ltd, by giving background and history of the issue, in the following form:
In writing (through email) to a secure email ID: complaints@rain.us
In writing (through hard copy/letter) to:
The Grievance Redressal Officer
Rainpay India Pvt Ltd
Obeya Spruce, Ground Floor
Embassy Signet building,
Cessna Business Park,
Kadubeesnahalli,
Bangalore 560103
The complaints can also be escalated to Grievance Redressal Officer by calling at +91 89519 34425 or at such other number as provided from time to time.
Contact hours: weekdays (8:00 AM to 8:00 PM)
Grievance Redressal Officer will respond within 3 working days of receiving the complaint and provide resolution within 30 working days.
In order to escalate the complaint to next level, the customer should share the ticket / complaint number. Also, the turnaround time is applicable only when the aforementioned escalation matrix is followed.
All the customer complaints have to be resolved within 30 days of receipt/escalation.
If the complaint of the customer is not redressed within 1 month from the lodging of complaint with Rain Pay India, the customer may appeal to the Grievance Officer at the NBFC , Emerald Leasing Finance and Investment Company Limited, via
Email Id : info@emeraldfin.com
Contact Number : +91 9915571659
If the complaint of the customer is not redressed within 1 month from the lodging of complaint with Rain Pay India, the customer may appeal to the Grievance Officer at the NBFC, NDX Financial Services Private Limited, via
Email Id : info@liquiloans.com
Contact Number : +91 8291438452
If the complaint of the customer is not redressed within 1 month from the lodging of complaint with Rain Pay India, the customer may appeal to the Grievance Officer at the NBFC, via
Email id : customersupport@totalfinvest.in
Landline number: 022-61424774
The Board of Directors shall nominate a Grievance Redressal Officer who shall be responsible to ensure respective due compliance of this Policy. All possible forms for lodging the complaints by the Customers shall be mentioned on the App and on the website (https://rainpay.in/and must be maintained in working condition. Such information shall also be displayed prominently, for the benefit of the customers, at the offices of RainPay, where business is transacted.
In respect of all complaints, the complaints report shall be reviewed by Board of Directors of RainPay.
Any changes in this policy will need the approval of Board of Directors.
