Customer Grievance Support Center

1. Introduction

At our organisation, customer satisfaction is a top priority. We have established a structured Customer Support & Grievance Cell to address customer queries and complaints in a responsible and efficient manner.

Our aim is to follow fair financial practices and maintain transparency in all interactions. If any customer experiences service issues or requires clarification, our support team will review the matter and provide an appropriate response within 3–5 working days.

2. Objective of the Policy

The purpose of this grievance handling process is to:

• Provide customers with a clear process for submitting concerns
• Ensure fair and timely review of all complaints
• Improve customer satisfaction through effective communication
• Maintain responsible service standards within the organisation

3. Types of Issues You Can Report

Customers may raise complaints regarding:

• Application or service process concerns
• Billing, payment, or account related queries
• Delay in service response or communication
• Technical issues related to the website or platform
• Behaviour of customer support staff
• Verification or documentation related concerns

4. How to Submit a Complaint

You can contact our customer support team through the following channels:

a) Email Support

Send an email to supportloanontrust@gmail.com including your full name, registered contact number, and a brief description of the issue.

b) Phone Support

Call our customer support team at:
+91 +91 96506 11777

c) Office Address

You may also submit a written complaint at:
Customer Support Department
16th floor, 1604, 26 Nirmal Tower
Barakhamba Road, New Delhi Head Post Office
Connaught Place New Delhi, 110001 India

5. Escalation Matrix

If your concern is not resolved within the expected time, you may escalate it to our senior support team:

Customer Relations Manager

Name: Arjun Mehta
Email: escalation@demohelpdesk.com
Phone: +91 xxxxxxxxxx
Response Time: Within 5 working days

External Complaint Authority

If you are still not satisfied with the resolution provided, you may approach an appropriate regulatory or consumer complaint authority for further assistance.

6. Complaint Resolution Time

• General customer queries: 1–3 working days
• Service related complaints: 3–5 working days
• Cases requiring investigation: Up to 15 working days

7. Customer Responsibilities

• Provide correct personal details and relevant information
• Share any documents required for investigation
• Maintain respectful communication during the process

8. Policy Updates

This grievance support policy may be revised periodically to improve customer service and operational efficiency. Updated versions will be published on our website when changes are made.

9. Contact Information

Email: supportloanontrust@gmail.com
Phone: +91 96506 11777
Address: 16th floor, 1604, 26 Nirmal Tower Barakhamba Road, New Delhi Head Post Office Connaught Place New Delhi, 110001 India