In today's competitive era and constantly evolving business, we at Optimidea Fintech Pvt Ltd, with trade name ‘Creditkaro’,(Hereinafter referred to as ‘Company’) take pride in keeping our customers at the centre of all our strategies and initiatives, and are committed to deliver best in class customer service to all our existing and new customers at all times.
As a service organization we promote "Excellence in Delivery" and hence feedback from our valued customers forms an integral part of all decisions taken by the Company. The feedback provided by our customers is treated as an asset to the Company, evaluated and customized to improve our products and services.
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.
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.
On receiving customer feedback/complaint/query, our executives would reach out to the customers and ensure that all grievances are addressed within a period 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.
As "Customer Delight" our priority, we are committed to providing the best Experience to all our customers. We extend a level 2 escalation matrix to all our customers
In case the customer is not satisfied with the response from customer service executive, escalation to Level 2 can be triggered between 10:30 am to 7 pm
All escalations received with the required details such as reference number provided at Level 1, contact details (both phone & email) would be addressed within forty eight (48) working hours up to a max of seven (7) days in special cases
In case the customer is still not satisfied with the resolution provided or delay in response beyond the timelines communicated at Levels 1 & 2 respectively, the customer can escalate the concern to the highest level between 10:30 am to 7 pm.
On receiving the escalation, the complaint will be acknowledged within twenty four (24) working hours. Post acknowledgement, resolution will be provided up to a maximum of seven (7) working. Please remember that all complaints will be considered at this level only if the complaint number given in level 1 of the complaint is written in the complaint.