In today’s competitive landscape, exceptional customer service is not just a necessity—it’s a key driver for business growth. mPokket Financial Services Private Limited (“Company”) is committed to delivering outstanding service to its customers at every interaction. This blog post delves into the importance of customer service for mPokket and outlines the robust grievance redressal framework designed to address customer complaints efficiently and fairly. Lets see the mPokket customer care number and other details.
The Importance of Customer Service:
Customer service plays a crucial role in maintaining a positive relationship with customers, fostering loyalty, and ensuring long-term business success. At mPokket, we understand that listening to our customers and addressing their concerns is essential. Our goal is to provide timely and effective resolutions to any issues that arise, thereby enhancing the overall customer experience.
Purpose of the Grievance Redressal Policy:
Customer complaints are invaluable as they offer insights into areas where we can improve. The Grievance Redressal Policy at mPokket is designed to handle complaints systematically, ensuring that issues are resolved efficiently while minimizing the likelihood of recurrence. This policy is rooted in several core principles:
- Fair Treatment: Every customer is treated with respect and fairness.
- Timely Resolution: Complaints are handled with courtesy and resolved in a timely manner.
- Transparency: Customers are informed about how to escalate their complaints within the organization if they are not satisfied with the initial resolution.
- Good Faith: Our employees work diligently, without bias, to serve the best interests of our customers.
Internal Mechanism for Handling Customer Complaints
mPokket has developed a state-of-the-art Customer Relationship Management (CRM) system to ensure that grievances are addressed promptly. This system logs complaints, tracks resolution timelines (TATs), and escalates issues as per predefined protocols. Our customer service team is committed to resolving complaints within seven working days, offering alternative solutions where possible. If a customer remains dissatisfied, they can escalate their complaint through our established grievance redressal mechanism.
Time Frame for Resolution: We aim to resolve all complaints within seven working days, depending on the complexity of the issue. Customers are promptly acknowledged upon receipt of their complaint and are kept informed if there are any delays in resolution.
Review and Monitoring: Regular reviews of complaint data, resolution timelines, and complaint types are conducted to identify process gaps and emerging trends. This proactive approach helps us improve our services and prevent similar issues from recurring.
Customer Touch Points
Customers can raise concerns related to the mPokket platform, repayment schedules, processing fees, or any other product-related matters through the following channels:
- Voice Support: mPokket customer care number – 033-6645 2400, available Monday to Saturday from 9:00 am to 7:00 pm.
- Email Support: Send an email to support@mpokket.com, including your loan account number and contact information. Our team will respond within seven business days, although more complex issues may take longer.
Escalation Process:
- Level 1: If the initial resolution is unsatisfactory, customers can escalate their complaint to the Grievance Redressal Officer, Raktim Addya, at grievance@mpokket.com or call 9748528353. The officer is available Monday to Saturday from 9:00 am to 7:00 pm. The aim is to resolve the grievance within seven days.
- Level 2: If the customer is still not satisfied, they can contact the Nodal Officer, Sumanta Mukherjee, at nodal@mpokket.com or call 7605057586. The Nodal Officer will address the issue within seven working days.
Escalations to the Ombudsman
If a complaint is not resolved within one month, or if the customer is unsatisfied with the responses received, they can escalate the issue to the Ombudsman as per the ‘The Ombudsman Integrated Scheme for Non-Banking Financial Companies, 2021‘. The relevant Ombudsman office for mPokket is located at:
- Officer-in-Charge, Regional Office of DNBS, RBI 15, Netaji Subhash Road, Kolkata-700 001 033-22304982
Customers can also refer to the Ombudsman Scheme available on the RBI website or our website for further guidance.
