Customer Grievance Redressal Mechanism
Applicable for U-Wallet and Udio Card customers. U-Wallet and Udio Card both are issued by RBL Bank Ltd in conjunction with Udio.
This policy document aims at communicating the various mechanisms available for our customers to reach out to us, our service guarantees and timelines by which we will try and ensure resolution to our customer concerns.
The company has a dedicated Customer Care to manage customer queries and ease out grievances if any.
All customers have the right to share their feedback or complaint in case they find our services are not meeting their expectations or are dissatisfied with any interaction with any of our staff members.
The Customers can send in their Queries, Requests or Complaints in the following ways:
|PHONE||Customer care: 022-67737800||07.00 am to 11.00 pm on working dats*|
|ONLINE CHAT||Available on U-Wallet App||08.00 am to 08.00 pm on working days*|
|Write to: email@example.com||10.00 am to 07.00 pm on working days*|
|COURIER||High Tech Plaza Office #2, Mahakali Caves Road, Andheri East, Mumbai – 400093||24*7|
*Working days mean all days except government holidays or national holidays
These mechanisms are dedicated for redressing our customer complaints, providing online resolution wherever possible, and capturing valuable feedback regarding our services. On receiving customer feedback, our executives would reach out to the customers and ensure that all grievances are redressed within a predefined Service Level Agreement as communicated below.
If the complaint is not resolved within the given timelines or the response is unsatisfactory the customer can choose to escalate the concern to our level 2 escalation officer, with relevant details such as Complaint Reference Number provided at the time of raising the initial complaint. The escalation methodology is mentioned in this policy under the Escalation Section.
Note : escalations without a complaint reference number will not be treated as complaints
|Sr.No.||COMPLAINT TYPE||ESTIMATED TIMELINES(SLA)|
|1||Any U-Wallet Transaction related issue||Within 7 working days. (In case of involvement of third parties in resolution, timelines followed by leading banks would be applied and communicated to customers)|
|2||Wallet related issues||5 Working Days|
UDIO provides 3 layered customer support
|LEVELS||PERSON / TEAM||MODE|
|Level 1||Customer Care||Phone
|Level 2||Customer Care Head||Phone
|Level 3||Nodal Officer||Email
Customer can lodge the complaint using all available modes. The Customer Care team will acknowledge the grievance on the receipt of complaint either in the same mode or via email.
In all the modes, a reference number would be provided for all future communication around the complaint.
The customer will also be kept informed on the progress towards the final resolution, or communicate any delays in redressing the concern
All complaints would be closed only basis the customers feedback and acceptance of closure
If you do not receive a response within 8 working days from the modes under Level-1, or, if you are not satisfied with the response received,
In case the customer is not satisfied with the:
Customer may escalate the grievance to Level-2 via phone 022-6773 7800 or write to firstname.lastname@example.org
If you are not satisfied with the response that you receive from Level-2 or if you do not receive a response within 10 days from the pertinent authority,
In case the customer is still not satisfied with the resolution provided or delay in response beyond the timelines communicated even after following the above-mentioned escalation steps, the customer can escalate the concern to the highest level by writing to email@example.com or via courier to Mr. Anish Williams (CEO)
* Please note all the complaints sent to this level would be entertained only if the email sent contains the complaint number shared at Level-1