Grievance Redressal Mechanism

Wealthhunt Investment Services Pvt Ltd (hereinafter referred to as the “Company”) prioritizes customer service as a cornerstone of its operations. The Company is committed to providing prompt, efficient, and transparent service, ensuring strong customer relationships through timely grievance resolution. Our Grievance Redressal Mechanism is designed to handle customer concerns effectively while implementing necessary improvements to prevent recurrence.

1. Objectives

While striving for excellence in service delivery, the Company acknowledges that gaps may arise. To address this, we have established a structured process for customers to voice their grievances. Our mechanism is based on the following principles:

  • Equitable Treatment: Customers are treated fairly and without prejudice.
  • Prompt Resolution: Grievances are acknowledged and addressed courteously and within a reasonable timeframe.
  • Multiple Touchpoints: Customers can submit their grievances through various communication channels.
  • Customer Awareness: Customers are informed about their rights and alternate remedies within the Company if not satisfied with the resolution.
  • Transparent Handling: Grievances are investigated and redressed systematically.
  • Continuous Improvement: Feedback is analyzed to enhance processes and minimize recurrence.

This Mechanism ensures compliance with Digital Lending Guidelines and relevant regulations prescribed by the Reserve Bank of India (RBI).

2. Grievance Redressal Framework

2.1 How to Lodge a Grievance?

Credit Information Related Grievance Redressal Section:

  • Customers should be able to raise disputes regarding CIBIL information/cibil reports or any other related to credit information
  • Customers should Clearly mention common issues (e.g., incorrect credit scores, wrong loan details).

Required Information: Customers should provide the following details while lodging a grievance:

  • Issue details for which the grievance is raised
  • Date of application submission
  • Detailed description of the grievance
  • Registered contact information (Phone No. & Email ID)

Customers with concerns related to the credit information may reach out through the following channels:

  • Call: +91 9032921818 (Available Mon-Sat, 9:30 AM to 6:30 PM)- Customer can call and register their grievance
  • Texting: +91 9032921818 (Available Mon-Sat, 9:30 AM to 6:30 PM)- Customer can send a detailed Whatsapp text message and register their grievance

or

  • Customer can write to this email regarding the credit information related grievance.

Email: support@instaemi.com

2.2 Grievance Resolution Process and Turn Around Time:

  • Upon receiving a grievance, the Company will acknowledge or respond within 2 working days.
  • After reviewing the concern, the final resolution will be communicated within 30 days.

2.3 Escalation Matrix

LevelDesignationContact Person NameContact No.Email IDTurn Around Time
Level 1Customer CareCustomer Care executive9032921818support@instaemi.com2 Working days
Level 2Head of Customer CareMr. Santhosh8121006092Manager@instaemi.com5 working days after Escalation
Level 3Compliance OfficerMr. Rajesh Katragadda8790626555compliance@instaemi.com7 working days after Escalation
Level 4Nodal Grievance Redressal OfficerMs. Varshini JS9032851919grievance@instaemi.com7 working days after Escalation
Level 5CEODr. Hanu Yedluri9032793737ceo@insatemi.comFinal resolution communicated in  7 Working days after escaltion
  • If additional time is required, the customer will be informed accordingly.
  • Customers will receive a confirmation through Email/SMS once the request is completed.

3. For grievances related to CIBIL Credit Information Reports, customers can directly contact TransUnion CIBIL through the following link:

https://www.cibil.com/contact-us-faq

 4. Continuous Customer Feedback

The Company encourages customers to share feedback on an ongoing basis to enhance service quality.

5. General Provisions

  • The Company shall comply with applicable laws, rules, and regulations, including those set forth by the RBI and other statutory authorities.
  • Any amendments to regulatory guidelines shall be automatically incorporated into this Mechanism.

6. Review of the Mechanism

  • The Company shall periodically review and update this Mechanism to ensure effectiveness.
  • This Mechanism is subject to regulatory changes and shall override any previous versions.

Procedure for Consent Withdrawal

1.Consumers who have provided consent for Wealthhunt Investment services Pvt ltd to fetch their Credit Information can withdraw their consent through the following channels:

Upon receipt of a consent withdrawal request:

  1. The credit information stored by the Wealthhunt Investment services Pvt Ltd or website Instaemi.com shall be deleted.
  2. A confirmation of processing shall be sent to the consumer through email.
  3. Permanent logs of consent capture and withdrawal shall be maintained for audit purposes.

2. Escalation Matrix

If a consent withdrawl is not resolved within the stipulated TAT, consumers may escalate their concerns as per the escalation matrix below:

LevelDesignationContact Person NameContact No.Email IDTurn Around Time
Level 1Customer CareCustomer Care executive9032921818Support@instaemi.com2 Working days
Level 2Head of Customer CareMr. Santhosh8121006092Manager@instaemi.com3 working days after Escalation
Level 3Compliance OfficerMr. Rajesh Katragadda8790626555compliance@instaemi.com2 working days after Escalation
Level 4Nodal Grievance Redressal OfficerMs. Varshini JS9032851919grievance@instaemi.com2 working days after Escalation
Level 5CEODr. Hanu Yedluri9032793737ceo@insatemi.comFinal resolution communicated in  7 Working days after escaltion
  • If additional time is required, the customer will be informed accordingly.
  • Customers will receive a confirmation through Email/SMS once the request is completed.

4. Deletion of Credit Information

Upon successful CW request processing, relevant credit information will be deleted from our records and a confirmation will be sent to the customer.

5.Permanent Storage of CW Requests

All CW requests will be permanently stored for audit and regulatory compliance.

6. For grievances related to CIBIL Credit Information Reports: customers can directly contact TransUnion CIBIL through the following link:

https://www.cibil.com/contact-us-faq

7. Continuous Customer Feedback

To enhance customer service, the Company will regularly seek voluntary feedback on grievance resolution effectiveness.

8. Compliance & Review

It will be periodically reviewed and updated as per regulatory changes.

This mechanism complies with RBI regulations and applicable credit bureau guidelines.

Our goal at InstaEMI, a Loan Company happy to provide access to personal loans and education loan, car loan, home loan at competitive interest rates.

404, Magna Park View Towers, Gachibowli, Hyderabad-32, Telangana

+91- 9032921818

 

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