Grievance Redressal — Finsova Fintech Pvt. Ltd.

Last Updated: DD MMM YYYY

Company: Finsova Fintech Pvt. Ltd.

Applies to: Website + Services

Tip: Keep your transaction receipt/reference ID ready (BBPS reference ID / transaction ID / payout reference). This helps us resolve issues faster.

Step 1

Raise your complaint via email/phone/WhatsApp with transaction details.

Step 2

We acknowledge and start investigation with partners/billers/banks if needed.

Step 3

You receive a resolution update or next steps within the stated timelines.

1) What is a grievance?

A grievance is any complaint, dispute, or concern related to our services, support, or transactions—such as BBPS bill payments, vendor payouts, settlement/API services, fees, failed/pending transactions, or support experience.

2) Information needed to raise a complaint

Customer/Outlet/Partner name and mobile number
Transaction/BBPS reference ID (if applicable)
Date & time of transaction
Biller/vendor name and category (e.g., Electricity / FASTag / Vendor Payout)
Amount and status shown (Success/Failed/Pending)
Screenshot of receipt/debit (optional but helpful)

3) Grievance handling process

A) Acknowledgement

We will acknowledge your complaint and assign a ticket/reference number (where applicable).

B) Investigation

We review details and, if required, coordinate with billers, BBPS network partners, banks, or processing partners.

C) Resolution

We share the resolution outcome, expected timelines, or required actions (if any). Some cases may need additional verification for security reasons.

4) Resolution timelines

Timelines may vary depending on biller/bank/network response. Below are typical targets:

Issue type	Typical timeline	Notes
Website / enquiry support issues	1–2 business days	General assistance, onboarding queries, account help
BBPS pending/failed with debit	3–7 business days	Depends on bank/biller reversal timelines
Successful but not updated at biller	Up to 7–15 business days	Requires biller confirmation & reconciliation
Vendor payout disputes	3–10 business days	Depends on settlement status & partner processing

5) Escalation matrix

If you are not satisfied with the initial response, you may escalate as follows:

Level 1: Customer Support / Helpdesk
Level 2: Grievance Officer
Level 3: Nodal/Compliance escalation (where applicable)

6) Grievance Officer contact

Grievance Officer: (Name to be updated)
Email: admin@finsova.org
Phone: +91-9549038395
Working hours: Mon–Sat, 10:00 AM – 6:00 PM (IST)
*Update name, email, phone and working hours as per your official details.

📩 Email Grievance 💬 WhatsApp Support

7) What we will not ask

For your safety, we will never ask for OTP, CVV, UPI PIN, or your banking passwords. Do not share sensitive credentials with anyone claiming to be support.

8) Changes to this policy

We may update this Grievance Redressal policy from time to time. Updates will be posted on this page with a revised date.

Note: Replace placeholders (name, emails, phone, hours, date) before publishing.

Grievance Redressal Finsova Fintech Pvt. Ltd.