At Urban Money, customer service is our top priority. We are committed to ensuring every customer receives fair, timely, and respectful support. This policy explains how we handle your complaints and resolve them effectively.
Customer complaints are an important source of feedback. Therefore, we have built a structured grievance redressal framework to handle them properly. This policy ensures:
We have developed a best-in-class CRM system to resolve grievances efficiently. The system captures every complaint and tracks resolution timelines. It also escalates issues automatically if they are not resolved on time.
Our customer service team works hard to resolve every complaint within 14 working days. Additionally, we explore alternate solutions wherever possible. However, if you are still not satisfied, you can escalate your complaint using the process described below.
We acknowledge every complaint as soon as we receive it. After that, we aim to resolve it within 14 working days. If there is any delay, we will inform you promptly. The resolution time may vary depending on the complexity of the issue.
We regularly review all complaints, resolution timelines, and trends. This helps us identify process gaps and fix them quickly. As a result, we continuously improve our service quality for all customers.
Customer complaints constitute an important voice of customer, and this policy details complaint handling through a structured grievance redressal framework. Complaint redressal is supported by a review mechanism, to minimize the recurrence of similar issues in future. The customer can raise their concerns pertaining to the UrbanMoney Mobile Application (hereinafter referred as “Platform”) or to the lender who provides loan to the customer through the Platform in the following matters:
Customers can raise their concerns pertaining to the Platform, Repayment schedule, Processing Fee and / or any other charges or any other concern related to the product to authorised representatives of the Company as below.
Below are the various ways/modes through the customers can register their complaints/queries/enquiries:
The customers have the following ways of approaching the Company as per details mentioned below:
Voice Support– The customer can call us at Customer care at 033 – 6827 0407 between 09:00 am to 7:00 pm from Monday to Saturday.
Email Support– Please write to us at [email protected] (Please ensure to mention your loan account number and contact number in the email). The customer will receive a response from the team within 10 business days but there would be instances wherein the team may even take longer to respond/reply.
Level 1: First, email us at [email protected] if you are unhappy with the first response. Our team will review your complaint again. You will receive a written resolution within 10 business days at your registered email address.
Level 2: If you are still not satisfied after Level 1, contact our Grievance Redressal Officer directly:
If your grievance is not resolved within one month, you have the right to approach the RBI. Contact the Officer-in-Charge at the Regional Office of DNBS, Reserve Bank of India: