Grievance Policy

Grievance Policy

XONN, a registered brand of BANKIT  Services Private Limited.

BANKIT Services Private Limited (“Company”) values all its customers and assures a sincere and transparent approach in redressing their grievances. This policy summaries an organized protection & grievance redressal of customers for escalating their queries and grievances to get a resolution. It aims to improve customer experience and service delivery by ensuring fast redressal of all the grievances.

Grievance Redressal process

A Customer can register a complaint via either of the two channels provided by the Company. The channels are as under

The Customer must provide their basic details while registering a Complaint. An indicative list of details sought are as under:

• Customer’s complete name;
• Customer’s correspondence address;
• Mobile number;
• Email address;
• Details of the complaint;

The Company strives to resolve all escalated grievances at the earliest by assigning them the highest resolution priority. To make this a seamless process, Customers are advised to attach their ‘Customer reference number’ along with their escalation requests and in all communication with the Company. This allows the Company to resolve all grievances in a fast and efficient manner.

Escalation Matrix

The escalation matrix formulated by the Company for Customers to appeal and their respective TATs to ensure timebound resolution:

Level I

This is the first level of processing all Complaints registered by the Customers via the two aforementioned channels. Once the Grievance is registered, a ‘customer reference number’ will be generated. The number will be attributed to that particular Complaint and can be used to track such Complaint.

This will be immediately followed by a Level – I Representative acknowledging the receipt of the Complaint and intimating the Customer with the details of the ‘customer reference number’. The day when the Representative acknowledges the receipt of Complaint will be known as ‘T’.

The Level – I Representative will then endeavour to resolve the grievance within 48 business hours of acknowledging the Complaint, else the representative will intimate the Customer regarding the delay in complaint resolution.

Note: The contact details of the Level – I Representative are as under for Customers to escalate their complaints:

Level II

If the Complaint remains unresolved post the 48-hour timeline in Level – I, then it will automatically be escalated to Level – II. Additionally, if the Customer is not satisfied with the resolution provided by the representative or if the Customer does not get a response from the representatives within the defined timeline, then the Customer can escalate their Grievance to the Level – II. The Customer will attach their ‘Complaint reference number’ assigned to their grievance, to the escalation request in order to ensure speedy resolution.

Level – II Representative will endeavour to resolve the Complaints escalated to Level – II within T+7 days i.e., 7 (seven) days of the Complaint being registered at Level – I.

The contact details of the Level – II Representative are as under for Customers to escalate their complaints:

Level III

If the Complaint remains unresolved post the T+7 days’ timeline, then it will automatically be escalated to Level – III on T+8th day. Additionally, if the Customer is not satisfied with the resolution provided by the Level – II Representative or if the Customer does not get a response within the defined timeline (T+7), then the Customer can escalate their Grievance to Level – III Representative. The Customer will attach their ‘Complaint reference number’ assigned to their grievance, to the escalation request in order to ensure speedy resolution.

Level – III Representative will endeavour to resolve the Complaints escalated to Level – III within T+15 days i.e., 15 (fifteen) days of the Complaint being registered at Level – I.

The contact details of Level – III Representative are as under for Customers to escalate their complaints:

Level IV

If the Complaint remains unresolved post the T+15 days’ timeline, then click here for further guidance and resolution Grievance Policy – livquik (quikwallet.com).

RBI – Integrated Ombudsman

If customer complaint has not been satisfactorily resolved at previous levels within 30 days, Customer can seek recourse to the Banking Ombudsman Scheme Reserve Bank – Integrated Ombudsman Scheme, 2021 (as amended from time to time for grievance redressal).

Force Majeure

Company shall not be liable to compensate customers for delayed credit if some unforeseen event (including but not limited to civil commotion, sabotage, lockout, strike or other labour disturbances, accident, fires, natural disasters or other “Acts of God”, war, damage to Company facilities or of its agents, absence of the usual means of communication or all types of transportation, etc., beyond the control of Company prevents it from performing its obligations within the specified service delivery parameters.

Final Redressal and Closure of Grievance

1. Where the Complainant has communicated his acceptance of the Company’s decision on redressal of grievance communicated by Customer Support OR
2. Where the Complainant has not communicated his acceptance of the Company’s decision, within one month from the date of communication of decision by the Customer Support, as the case may be.

Note: Please visit Card Issuer Grievance Policy (https://livquik.com/ppi/grievance-policy/) for more information.