Grievance Redressal Mechanism

1. Introduction

We strictly adhere to all RBI guidelines and have established an effective Grievance Redressal Cell to address and resolve all types of customer grievances in a timely manner. We are committed to responsible lending practices , ensuring that we extend only such loan amounts that are suitable and convenient for our customers to repay.

We also follow ethical and fair recovery practices and do not support or engage in any form of coercive or high-handed recovery methods. However, if you have any concerns or complaints, we assure you that the matter will be taken seriously and addressed appropriately within 5 working days.

2. Objective of the Policy

The purpose of our grievance redressal mechanism is to:

• Ensure a fair, transparent, and prompt resolution of customer complaints
• Provide multiple channels for customers to reach us
• Strengthen customer trust through timely communication and action
• Comply with regulatory requirements mandated under applicable Indian laws

3. What Issues Can You Raise?

You may file a grievance regarding any of the following:

• Loan application, processing, or rejection concerns
• Incorrect or unclear loan charges, interest, or repayment details
• Delayed disbursement or EMI-related issues
• Technical problems with our website or communication channels
• Unprofessional behaviour or service dissatisfaction
• KYC, verification, or documentation-related issues

4. How to Raise a Complaint

You may contact us through any of the following methods:

a) Email Support

Write to us at info@moneyjenie.com with your name, registered mobile number, and a brief description of the issue.

b) Phone Support

You can speak to our customer care team at:
+91 8178905621

c) Registered Office

Submit your complaint in writing at our office:
Moneyjenie Pvt. Ltd.
B-6 Om Vihar Ram Nagar Uttam Nagar West pillar no. 710 New Delhi - 110059.

5. Escalation Matrix

If your issue is not resolved satisfactorily, you may escalate it as follows:

Grievance Redressal Officer (GRO)

Name: Rahul Kumar
Email: grievance@moneyjenie.com
Phone: : 8810249359
Response Time: Within 5 working days

RBI Ombudsman

Lending plate Reference: Has clear "care@moneyjenie.com" and grievance process outlined

6. Turnaround Time for Complaint Resolution

• General queries: 1–5 working days
• Loan-related issues: 1–5 working days
• Complex cases requiring verification: Up to 30 days

7. Customer Responsibilities

• Provide accurate details such as loan ID, registered mobile number, and documents if needed
• Maintain polite and respectful communication during the grievance process
• Retain complaint reference numbers for future tracking

8. Policy Review & Updates

This Grievance Redressal Policy may be updated periodically to comply with regulatory revisions or to improve customer service quality. Any updates will be posted on our website.

9. Contact Information

Email: info@moneyjenie.com
Phone: 8178905621
Address: B-6 Om Vihar Ram Nagar Uttam Nagar West pillar no. 710 New Delhi - 110059.