Grievance Redressal Policy

Grievance Redressal Mechanism of Vidyuttech Services Pvt Ltd

1. Objective and Scope of the Policy

At Vidyuttech, we are committed to providing the highest level of service to our customers. However, we recognize that there may be instances where our services do not meet customer expectations. This Grievance Redressal Policy is established to ensure that all complaints from customers are addressed promptly, transparently, and in a fair manner.

This policy applies to all grievances related to our services, including loan applications, processing, disbursement, and other support provided by Vidyuttech in collaboration with our banking and NBFC partners.

2. Procedure for Grievance Redressal Mechanism

Customers can raise their grievances by sending an email to gro@vidyuttech.com with the following details:

Full Name
Contact Information (Phone Number and Email ID)
Loan Account Number (if applicable) or PAN Number
Detailed description of the issue or complaint

3. Grievance Acknowledgment

Upon receipt of the grievance, we will send an acknowledgment within 5 business days. This acknowledgment will confirm that the complaint has been received and is being reviewed.

4. Resolution Process

Investigation: The grievance will be thoroughly investigated to identify the cause of the issue. Vidyuttech may reach out to you for further details if needed.
Resolution Timeline: We strive to resolve all complaints within 15 business days from the date of receipt. If the resolution is expected to take longer, we will inform you of the anticipated time for resolution.
Communication of Resolution: Once a resolution is reached, our team will communicate the outcome of the investigation and the steps taken to address the issue via email.

5. Escalation Matrix

If a complaint is not resolved to your satisfaction, you may escalate the matter by replying to the email you received or contacting escalations@vidyuttech.com. Escalated grievances will be addressed on a priority basis and resolved within 10 business days from the date of escalation.

S.No	Turn Around Time	Name and Designation	Contact Details
1	15 Business Days	Gaurav Srivastava MD and GRO	Address: 2nd Floor, 2nd Building, Hustlehub Techpark 27th Main Road End, HSR Layout Sector 1 Bangalore, Karnataka, India - 560102 Email: gro@vidyuttech.com Phone: +91-702-702-4496
2	10 Business Days	Xitij Kothi Managing Director	Address: 2nd Floor, 2nd Building, Hustlehub Techpark 27th Main Road End, HSR Layout Sector 1 Bangalore, Karnataka, India - 560102 Email: escalations@vidyuttech.com Phone: +91-702-702-4496

6. Procedure for Consent Withdrawal

Withdrawal of consent will prevent Vidyuttech from accessing the corresponding customer's credit bureau data. The consent to access credit bureau data expires automatically within 180 days. If a customer explicity want to withdraw consent then they can do so by filling the form by clicking here: Click here to open consent withdrawal form

7. Adoption, Review, Feedback and Continuous Improvement

At Vidyuttech, we conduct annual review of the grievance resolution process and cases in order to continuously improve our services based on the insights we gain.

Vidyuttech values your feedback. You can send your feedback to contactus@vidyuttech.com