CUSTOMER GRIEVANCE REDRESSAL POLICY

White Stallion Consultants LLP (hereinafter referred to as the “Company” or “WSC”) owns, operates, and provides services through, the website www.thesahukar.com (“Website”) and mobile application Sahukar(“App”), and as such, are totally committed towards providing satisfactory services to all its customers. In this respect, WSC has prepared a comprehensive Grievance Redressal Mechanism, in consonance with the RBI Fair Practice Codes for NBFCs, for the purpose of facilitating redressal of customers’ grievances. In case of any queries, feedbacks, complaints, or other issue whatsoever, with respect to the Website, App, or any services provided through or from the Website/App, the Customer or User may get in touch with the Company in the manner as provided below in the Grievance Redressal Mechanism.
Grievance Redressal Mechanism
Primary Registration of Complaints:
Any customer/user willing to raise any complaint or communicate any grievance in relation to the Website, App, or any services provided through the Website/App, may register their complaints or grievances by contacting the customer care of the Company by any of the following means:

  1. Sending an E-mail to the Company’s Customer Service department at:  support@thesahukar.com
  2. Calling the Company’s Customer Service Helpline at:  +91 7292070054

The company assures that any complaint/grievance raised by a Customer/User shall be dealt with extreme urgency and care by the Customer Care department, and the Company shall always endeavour to provide quick response and redressal to such complaints/grievances. The Customer Care department shall take all necessary steps to redress and resolve the grievance and to send a response as early as possible, and in no case, later than 30 days from the date of the Complaint/Grievance.
Escalation Matrix for Grievance Redressal:

Level 1:
In the event the Customer/User does not receive any response from the Company’s Customer Service department within the time-period as aforesaid, or if the Customer/User is not satisfied with any such response received from the Company’s Customer Service department, the Customer/User may escalate the Complaint or Grievance to the Grievance Redressal Officer of the Company at the below-mentioned address:
Grievance Redressal Officer
Name:  Richa Gupta
Telephone:  +91 7755900209
Official Email:  richa.gupta@thesahukar.com
 
Customers/Users may escalate the complaints/grievances to the Grievance Redressal Officer by sending a representation in writing either at the above quoted Email Id or the Office Address.

Level 2:
In case the Complaint or Grievance of the Customer/User is not resolved by the Company’s Grievance Redressal Officer within one month, the Customer/User may make a representation respecting the same before the Officer-in-Charge of the Regional Office of the Department of Non-Banking Supervision of Reserve Bank of India, whose address and contact details are provided below:
Officer-in-Charge,
Department of Non-Banking Supervision,
Reserve Bank of India,
Kolkata Regional Office,
15, Netaji Subhas Road, Kolkata 700001.
Telephone No.: (033) 22304982
Email: nbfcokolkata@rbi.org.in