Complaints Handling Policy

Objective

Ensure effective resolution of customer complaints, fostering trust and service improvement.

Scope

Applies to all complaints about fintech services.

Complaints Management Structure

The Chief Operating Officer (COO) oversees complaints at: compliance@Mascons.in.

Key Principles

• Accessibility: Clear and easy-to-use complaints process.
• Responsiveness: Acknowledge complaints within 24 hours, resolve within 14 working days.
• Fairness: Impartial treatment of all complaints.
• Confidentiality: Protect personal information as per privacy laws.

Complaint Process

Complaints can be submitted via email, phone, or letter.