Grievance Redressal Policy
Tatkal Banking strongly believes in a sincere and transparent approach to its users.
You trust and love us and we would never put growth before trust. This policy document
aims at minimizing instances of customer complaints, grievances and disappointments
via channelized approach, review and redressal. The self-review will be of help
in identifying shortcomings in the product features and service delivery. If you’re
disappointed, then at some point in time we’ve not done a great enough job.
Tatkal Banking’s policy on grievance redressal follows the under noted principles.
- Our users are to be treated fairly at all times.
- Complaints or concerns raised.
- Users are informed about the channels to escalate their complaints, concerns and
grievances within Tatkal Banking and their rights if they are not satisfied with
the resolution of their complaints.
- Tatkal Banking will take care of all complaints efficiently and fairly as they value
each user.
- All employees at Tatkal Banking must work in good faith and without prejudice to
the interests of the users.
We understand that customer grievances can happen due to multiple reasons. It can
be because of the gap between the promised service levels and the service levels
actually offered. Since we are dealing with humans, a lot of grievances can arise
due to the attitudinal and the way communication gets done. It can also happen due
to the actual errors across the system.
Users have complete authority to file a complaint/ share feedback if they are disappointed
by services rendered by Tatkal Banking. They can give their complaint/ feedback
in writing, email, or on Tatkal Banking.com. If user’s dilemma is not resolved within
the given time or if they are not satisfied with the solution provided by Tatkal
Banking, they can approach our tiered redressal system with their complaint or other
legal avenues available for grievance redressal. In order to make Tatkal Banking
redressal channels more meaningful and effective, a structured system has been put
in place. This system will ensure that the complaints are redressed seamlessly and
well within the stipulated timeframe.
Awareness of Grievance Redressal System
At Tatkal Banking, the users’ experience is what we deliberate and focus on. This
is why we listen and take the time to know our users and take their concerns seriously.
Going skin-deep to analyze and scrutinize, how you would feel from the time you
step-in to Tatkal Banking.com till the time you’re done, helps us evolve and enhance
our services. If a user has found our experience simple and incredible we know we
are doing something worthy. However, when a user is concerned or has complaints
we do everything we can to fix it and make it right.
Sensitizing staff on handling complaints
Our staff undergoes regular training to ensure that consumer’s queries and grievances
are handled properly. They are encouraged to work in a manner which helps us in
building the consumer trust and confidence. This reflects in both the operations
as well as the customer communications. Top reasons behind the consumer queries
are analysed and worked upon in a way which aims at removal of these reasons from
the root. This helps in improving the overall quality of the service levels gradually.
How to reach Tatkal Banking
Level 1:
- You can write to us at support@tatkalbanking.com.
- You can also call us on 09970826324
Level 2:
- Write to:
Grievance Officer
GoCashless India Pvt. Ltd.
909, 9th Floor, Suratwala Mark Plazzo, Wakad-Hinjewadi Road, Hinjewadi, Pune - 411 057.
manali.dongare@tatkalbanking.com
We recommend that customer sends us a query/grievance by logging in his Tatkal Banking
account and using the ‘Help and Support’ section. It is also recommended that the
customer writes his complaint reference number provided by our support team in all
further communication with us regarding a particular issue. This enables us to get
more details about the customer and the query quickly and helps to resolve the query
faster.
Estimated time taken to address your queries, concerns, complaints
Suitable timelines have been set for every complaint depending upon the investigations
which would be involved in resolving the same. Here are the estimated timelines
at various levels of queries/escalations
- First response to a user’s query/ concern 24 hrs
- Follow-up queries 48 hrs
- Escalated cases 7 days
- Customer grievances 15 days
- NEFT to user’s bank account 7 days