Customer Grievance Redressal - ABHIEO

Customer Grievance Redressal

Your satisfaction is our priority. We're here to help resolve your concerns quickly and effectively.

Our Commitment to You

At ABHIEO Fintech, we are committed to providing you with the best service experience. We understand that sometimes issues may arise, and we have established a comprehensive grievance redressal mechanism to address your concerns promptly and fairly.

Our multi-level escalation process ensures that your complaint reaches the right team and receives the attention it deserves. We aim to resolve all grievances in a transparent, courteous, and timely manner.

LEVEL 1

Customer Support

How to Contact:

📧 Email Support wecare@abhieo.in
📱 Mobile App Contact us through the ABHIEO app's Help & Support section
💬 In-App Chat Available 24x7 for instant assistance
⏱️ Resolution Timeline: We aim to respond within 24 hours and resolve your issue within 1-7 business days
ℹ️ When to Use Level 1: For general queries, transaction issues, service-related concerns, recharge/bill payment problems, or any first-time complaints.
LEVEL 2

Escalation to Grievance Officer

When to Escalate:

If your issue remains unresolved after 7 working days from Level 1, or if you are not satisfied with the resolution provided, you can escalate your complaint to our Grievance Officer.

Contact Details:

📧 Grievance Email grievance@abhieo.in
📍 Registered Office ABHIEO Fintech Private Limited
1/22, 2nd Floor, Asaf Ali Road
New Delhi, Delhi - 110002, India
⏱️ Resolution Timeline: We aim to resolve escalated complaints within 7-15 business days
📝 Important: Please include your previous complaint reference number and all relevant transaction details when escalating.
LEVEL 3

Principal Nodal Officer

When to Escalate:

If your complaint remains unresolved at Level 2 within 15 business days, or if you remain dissatisfied with the resolution, you may escalate to our Principal Nodal Officer.

Contact Details:

👤 Principal Nodal Officer [Officer Name]
ABHIEO Fintech Private Limited
📧 Email nodal@abhieo.in
📍 Address 1/22, 2nd Floor, Asaf Ali Road
New Delhi, Delhi - 110002
🕐 Working Hours Monday - Friday
10:00 AM - 6:00 PM IST
⏱️ Resolution Timeline: Final resolution within 15-30 business days from the date of receipt
⚠️ Please Note: Ensure you have exhausted Level 1 and Level 2 before approaching the Principal Nodal Officer. Include all previous reference numbers.
LEVEL 4

Regulatory Authorities

Alternative Grievance Options:

If your complaint remains unresolved after 30 days of escalation to Level 3, you have the right to approach the following regulatory authorities:

🏛️ RBI Ombudsman (Reserve Bank of India) For payment-related grievances
cms.rbi.org.in
Toll-Free: 14448
Email: crpc@rbi.org.in
🔄 NPCI (National Payments Corporation of India) For UPI and digital payment disputes
NPCI Dispute Redressal
⚖️ Consumer Forum Under Consumer Protection Act, 2019
Based on claim value:
• District Forum: Up to ₹1 Crore
• State Commission: ₹1-10 Crore
• National Commission: Above ₹10 Crore
🌐 CPGRAMS Centralized Public Grievance Redress
pgportal.gov.in
24x7 Online Platform

Important Information

📋 What to Include in Your Complaint:

  • Your registered name and contact details (mobile number/email)
  • Transaction ID or reference number (if applicable)
  • Date and time of the transaction or incident
  • Detailed description of your grievance
  • Any supporting documents (screenshots, receipts, etc.)
  • Previous complaint reference numbers (for escalations)

⚡ Our Service Commitments:

  • Acknowledgment: Every complaint will be acknowledged within 24 hours with a unique ticket/reference number
  • Updates: Regular status updates will be provided throughout the resolution process
  • Transparency: Clear communication about resolution timelines and any delays
  • Fair Treatment: All complaints will be handled with courtesy, professionalism, and fairness
  • Confidentiality: Your personal and transaction information will be kept confidential

⏰ Resolution Timeline Extensions:

  • If additional time is needed due to external dependencies or technical reasons, we will proactively inform you
  • You will be provided with the reason for delay and expected resolution timeline
  • Complex cases involving fraud investigation may take longer and will be communicated accordingly

🔒 Fraud and Security Concerns:

  • For unauthorized transactions or suspected fraud, immediately contact us at wecare@abhieo.in with subject line "URGENT - Fraud Alert"
  • We follow strict security protocols for fraud-related complaints
  • Your account security is our top priority

We Value Your Feedback

Your satisfaction is important to us. We continuously strive to improve our services based on your feedback.

For any questions about this policy, please reach out to us at wecare@abhieo.in