Tapfin Capital Private Limited – a wholly owned subsidiary of Tapsys Private Limited is referred to as “Company” or “We” or “Us” or “Our”. The Grievance Redressal Mechanism Policy lays down the framework by which the Company will ensure highest standards of customer experience and responsiveness to customers, in a pre-agreed mannger.
Customer service is extremely important for sustained business growth and as an organization, we strive to ensure that our customers receive exemplary service across different touch points.
Customer complaints constitute an important voice of customer, and this Policy details complaint handling through a structured grievance redressal framework. Complaint redressal is supported by a review mechanism, to minimize the recurrence of similar issues in future.
As per Fair Practices Code (FPC) followed by Tapfin Capital Private Limited (Company), the Company should have a Grievance Redressal Policy/Mechanism, that should be approved and mandated by the Board of Directors of the Company. The Company’s Grievance Redressal Policy fulfils the following principles:
A customer may have a genuine cause for complaint, although some complaints may be made as a result of a misunderstanding or an unreasonable expectation of a product or service.
The Company is committed to maintaining compliance with applicable laws, regulations and established policies. While this mechanism provides detailed information, it cannot address every potential grievance issue that may arise. If you encounter a specific situation and are unsure about what to do, please discuss it with your line manager or supervisor or the Compliance Officer (CO)or the Chief Executive Officer (CEO) of the Company. They will provide further guidance and clarification.
Regulatory Reference:
Ombudsman: The Reserve Bank of India (RBI) may appoint one or more of its officers in the rank of not less than General Manager to be known as Ombudsman to carry out the functions entrusted by or under the Ombudsman Scheme.
“Complainant” means any customer- individual or entity, that has raised the grievance under the Grievance Redressal Policy.
“Customer” means any individual or entity availing of financial products and services, offered by the Company.
Designated officer, as may be identified by Senior management, as the Grievance Redressal Officer for the Company.
Grievance/Complaint: A “Grievance/Complaint” is an expression of dissatisfaction with a product or service offered by the Company, either orally or in writing.
“Reporting Manager” means a reporting manager of the Complainant employee as per the organization structure at the time of the Complaint/grievance.
In order to effectively understand and address customer grievances, the Company shall open multiple channels of communication.
The customer may approach any of our service touch points given below to register a complaint and expect a response within defined time period from complaint registration. The policy covers grievances against the Company and its service providers. Service Touch points are as indicated below: These channels are:
Primary Level:
Secondary Level
If the customer is not satisfied with the resolution received from above channels, or if the customer does not hear from the Company in 7 (seven) calendar days, the customer may write to the Designated Officer or the Grievance Redressal Officer (GRO). The GRO will be responsible for receiving and managing grievances.
In case the customer does not receive a response within the number of days indicated in the Policy for each level or if the customer is dissatisfied with the response received from the Company, the customer may escalate the complaint to the next level as indicated below:
Third Level:
Chief Executive Officer, Tapfin Capital Private Limited, 13th Floor, Hindustan C, Bus Stop, 247 Park, Lal Bahadur Shastri Marg, Gandhi Nagar, Vikhroli West, Mumbai, Maharashtra – 400079
Fourth level
The Officer- in- Charge
Reserve Bank of India, Department of Non-Banking Supervision, Reserve Bank of India, Post Bag No.901,
Main Building, Shahid Bhagat Singh Marg, Mumbai – 400001.
The above process will be applicable for any grievance related to Repossession and Sale of Asset as well, if applicable. The grievance will be investigated with the help of recovery team and a suitable response will be provided to the customer after investigation.
The Company shall develop a mechanism for resolution of the grievances to capture the complaints; follow TATs on the basis of the nature of the query and escalate issues on the basis of predefined TATs and as per the escalation matrix.
Once the complaint is captured, the Customer Care team is responsible for resolution of complaint/grievance to the customer’s satisfaction. Every attempt is made to offer the customer/s suitable and appropriate alternate solutions wherever possible.
However, if the customer continues to remain dissatisfied with the resolution, he/she can escalate the issue through the grievance redressal mechanism as referred above.
Periodic review and monitoring of customer complaints is done to ensure that Company remains customer centric and trends are analysed to ensure best-in-class customer experience.
Periodic review shall include, but not limited to, the below parameters. The same shall be tabled for review and discussion during the Board meetings, on a quarterly basis:
Nature of Complaints filed by Customers:
A consolidated report of periodical review of compliance of Fair Practice Code (FPC) and functioning of the grievances redressal mechanism shall be submitted to the Board of Directors or any Sub- Committee of the Board as designated, at quarterly intervals. The reviews shall consider the following: