1. Introduction
  2. Datasigns Technologies Pvt Ltd (Brand Name- “MyShubhlife”) being a provider of technology driven lending platform, believes that Customer-satisfaction effectively is the most important tool for its sustainable growth. This Grievance Redressal Mechanism articulates our objective to minimize instances that give rise to customer complaints and create a review mechanism to ensure consistently superior service behavior and easy access to transparent, speedy and efficient service to all Customers of the Company.

    The contact details of Customer support is prominently displayed on the website of the Company https://www.myshubhlife.com/contact-us.html, its offices and on the lending platform.

  3. The Principle
  4. The Grievance Redressal process of the Company follows the following principles:

    1. The Customers are treated fairly at all times.
    2. All the complaints, requests, queries received from Customers are responded with courtesy and in a timely manner.
    3. The Customers are fully informed of avenues to escalate their complaints/grievances within the Company, and their rights if they are not satisfied with the resolution of their complaints/grievances.
    4. The employees of the Company work in good faith and without prejudice, towards the interests of the Customers.
  5. Grievance Redressal Mechanism
  6. Complaints by a Customer shall be responded to in the below mentioned manner and timelines. However, there may be some complaints which require deeper analysis from all possible angles which may cause delayed resolution of the complaint. In such cases, the Company will try to resolve grievances at the earliest depending on the nature of the case. Such delay in addressing the complaint beyond the prescribed time limit shall be conveyed to the complainant along with reasons for the same.

    Step 1:

    In case the Customers have any query, grievance or request, he / she can call on our helpline no. +91 9019900199 or can write an email to us at support@myshubhlife.com The call facility is available from 10:00 a.m. to 06:00 p.m. (Monday to Friday) and 10:00 a.m. to 05:00 p.m. on Saturdays, except public holidays.

    Immediate response shall be provided to the Customer depending on the nature of the grievance. The Customer will receive response within 7 working days if not responded immediately.

    Step 2:

    If the Customer

    1. Feels that his / her grievances have not been addressed or
    2. Is not satisfied with the resolution received from above channels, or
    3. If the Customer does not hear from us within 7 working days from the complaint raised,

    The Customer can write an email to Mr. Rahul Sekar, Nodal Officer at grievance@myshubhlife.com

    Grievance Redressal Mechanism of the tied-up Lender

    The contact No and email support of each lender is available in the website https://www.myshubhlife.com under the tab Lending Partners.

  7. Procedure of handling the customer grievances
    1. The query/request/grievance/feedback from Customers (“Communication”) may be received in writing or it can be received through our helpline number.
    2. The customer executive will record the Communication received from Customers.
    3. The customer executive will follow the standard operating procedure depending on the type of Communication received.
    4. The customer executive will attend to the Communication received from the Customer to the best of his/her ability.
    5. The Communication shall be addressed based on turnaround time, nature, ageing etc.
  8. Reporting to the Board of Directors
    1. The summary of the Customer grievance report along with a status report indicating the actions taken for resolution of the Communication, shall be placed before the Board of Directors for their review on annual basis by the Company Secretary / Compliance Officer of the Company.
    2. The report shall contain information like, the total number of complaints received, disposed off and pending, with reasons thereof, and which will be placed before the Board of Directors for information / guidance.