SOUL PAY strongly believes in a sincere and transparent approach to its users. You trust and love us and we would never put growth before trust. This policy document aims at minimizing instances of customer complaints, grievances and disappointments via channelized approach, review and redressal. The self-review will be of help in identifying shortcomings in the product features and service delivery. If you’re disappointed, then at some point in time we’ve not done a great enough job. SOUL PAY’s policy on grievance redressal follows the under noted principles.
- Our users are to be treated fairly at all times.
- Complaints or concerns raised by users are dealt with an open mind, with courtesy and in a timely manner.
- Users are informed about the channels to escalate their complaints, concerns and grievances Within SOUL PAY and their rights if they are not satisfied with the resolution of their complaints.
- SOUL PAY will take care of all complaints efficiently and fairly as they value each user.
- All employees at SOUL PAY must work in good faith and without prejudice to the interests of the users.
Awareness of Grievance Redressal System
At SOUL PAY, the users’ experience is what we deliberate and focus on. This is why we listen and take the time to know our users and take their concerns seriously. Going skin-deep to analyze and scrutinize, how you would feel from the time you step-in to soul pay org till the time you’re done, helps us evolve and enhance our services. If a user has found our experience simple and incredible we know we are doing something worthy. However, when a user is concerned or has complaints we do everything we can to fix it and make it right.
Sensitizing staff on handling complaints
Our staff undergoes regular training to ensure that consumer’s queries and grievances are handled properly. They are encouraged to work in a manner which helps us in building the consumer trust and confidence. This reflects in both the operations as well as the customer communications. Top reasons behind the consumer queries are analyzed and worked upon in a way which aims at removal of these reasons from the root. This helps in improving the overall quality of the service levels gradually.
How to reach SOUL PAY
a) For SOUL PAY Transaction Related Issues
You can go to soul pay, select COMPLAINTS followed by the particular of transaction in which you are facing the issue to submit your query. You can also call MR. VAIBHAV MASSEY on our 9:30 AM to 6:30 PM to help resolve your query.
If you are not satisfied with Level 1 resolution, please write to: Nodal Officer*, Customer Grievance, MR. SHELENDRA at email@example.com
If you are not satisfied with Level 2 escalation, please write to: Grievance Officer*, Customer Grievance, MR. MAHENDRA at firstname.lastname@example.org
We recommend that customer sends us a query by logging in his SOUL PAY account and using the ‘COMPLAINTS’ section. It is also recommended that the customer writes his complaint reference number provided by our customer care team in all further communication with us regarding a particular issue. This enables us to get more details about the customer and the query quickly and helps to resolve the query faster.
Estimated time taken to address your queries, concerns, complaints
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Links to Other Sites
Suitable timelines have been set for every complaint depending upon the investigations which would be involved in resolving the same. Here are the estimated timelines at various levels of queries/escalations/ grievances
First response to a user’s query/ concern – 24 hrs
Follow-up queries – 48 hrs
Concern raised to Nodal officer – 15 days
Concern raised to grievances officer – 15 days
IMPS/NEFT to user’s bank account – 60 days
*Users are requested to raise the concern to next level only if they do not get a resolution within the time frame mentioned above. This will help us in resolving your concern in a smoother way.