Grievance Redressal Policy
Effective Date: 15 August 2024
Company: Prime Finverse Private Limited
Website: www.primepayindia.com
Email: care@primefinverse.com
Head Office: 4th Floor, Shree Tower, Aman Vihar, Shastradhara Road, Dehradun, Uttarakhand – 248001, India
Other Offices: Bhubaneswar, Bengaluru, Mumbai
1. Objective
At Prime Pay, we are committed to ensuring transparency, accountability, and prompt resolution of customer grievances. This Grievance Redressal Policy outlines our approach to addressing complaints related to our products, services, staff conduct, or any breach of user rights.
2. Scope
This policy applies to all services provided by Prime Pay, including but not limited to:
- UPI Payments
- Bill Payments & Recharges
- Loans & Credit Services
- Insurance
- FD Cards & Credit Cards
- Travel & Booking Services
- UPI Sound Box & Prime ATM
- Refer & Earn, Cashback, and Reward Programs
3. Grievance Channels
Customers can lodge complaints through any of the following methods:
a. Email Support
Email your complaint to:
📧 care@primefinverse.com
b. In-App Support
- Navigate to “Help & Support” in the Prime Pay mobile app
- Select the appropriate issue category and submit your request
c. Physical Mail
Send a written complaint to:
Grievance Officer
Prime Finverse Private Limited
4th Floor, Shree Tower, Aman Vihar,
Shastradhara Road, Dehradun, Uttarakhand – 248001
4. Grievance Redressal Process
|
Level |
Escalation Contact |
Response Time |
|
Level 1 |
Customer Support (Email/App) |
Within 3 working days |
|
Level 2 |
Grievance Officer |
Within 7 working days |
|
Level 3 |
Regulatory Escalation (e.g., RBI Ombudsman, IRDAI) |
As per regulator’s timelines |
If you are not satisfied with the response at Level 1, escalate to the Grievance Officer (Level 2) with your complaint ticket number.
5. Grievance Officer
Name: (To be Appointed)
Designation: Grievance Redressal Officer
Email: care@primefinverse.com
Address: 4th Floor, Shree Tower, Aman Vihar, Shastradhara Road, Dehradun, Uttarakhand – 248001
Response Timeline: Within 7 working days
6. Regulatory Remedies
In case your grievance is not resolved to your satisfaction within 30 days, you may escalate to the respective regulator:
- RBI Digital Ombudsman for payment or loan-related services
- IRDAI Grievance Cell for insurance-related matters
- SEBI SCORES Portal for investment-related issues (if applicable)
- Consumer Courts, as per Indian laws
7. Tracking Complaints
- Each grievance will be assigned a unique ticket number
- You will be notified of the expected resolution time
- Updates will be shared via email/app notifications
8. Confidentiality
All grievances and user data shared during the redressal process will be treated with strict confidentiality and used only for resolution purposes.
9. Review & Updates
This policy will be reviewed periodically and updated as per regulatory requirements or changes in our services.
We value your trust. Prime Pay is committed to resolving every issue with fairness, transparency, and speed