Escalation Matrix of Grievances Redressal and Customer Support

An effective escalation matrix will be made known to Customers, appropriately.

Ways to reach us:

i) Visit the “Contact Us” section on our website www.unpay.in , fill in the details of your query, and submit the details.

ii) Write an E-Mail to customercare@unpay.in with your queries, feedback, concern, and complaints. We will definitely reach you out to solve your issues.

iii) You can also contact our customer care helpline number 18008890349, between 9:00 AM to 9:00 PM from Monday to Saturday except Sundays and Holidays.

Above mechanisms are dedicatedly redressing customer complaints, online grievances, disputes, customer feedbacks, issues and provide possible resolution through online mode as an where it is possible up to the mark. Also capturing the valuable feedback of the services we provide.

On receiving the details from customer, our Customer Care Executives / Support Executives would reach out to the customers and ensure the resolution to customer.

Timeline for Grievance Redressal / Resolutions:

Expected and suitable timeframe have been set for all types of complaints / queries / feedback / issues etc. depending upon the inquiry or observation or investigation which would be necessary to resolving the same. The estimated timeframe is placed hereunder for ready references;

• Description TAT (Turn Around Time) Complaints / Issues / Grievances etc. received TAT 7 to 10 working days
• Follow Up Queries - 15 Days
• Escalated Matters - 20 Days
• Escalated Matter Forwarded to Customer Grievance Officer - 25 Days
• Concern Raised to Nodal Officer - 30 Days

Escalation Matrix:

UnPay always fair to its all customer to provide solution within time frame; However, if the customer wants further solution, may follow the escalation matrix as placed below for ready references;

Level 1:

a) Visit “Contact Us” Section in the Website www.unpay.in

b) Reach out to our Customer Support Help Line numbers 18008890349

Level 2:

Write an E-Mail to connect@unpay.in

Level 3:

Write an E-Mail with details to our Grievance Redressal Officer nodal.officer@unpay.in

Level 4:

Write and E-Mail or Letter to out Chief Risk & Compliance Officer at below addresses:

risk@unpay.in

Address: 402, Merlin Matrix Tower, DN – 10, Salt Lake, Sector – V, Kolkata – 700091 Kind Attn: Nodal Officer

For Risk and Compliance Queries:

Write an E-Mail to Risk & Compliance Officer at below mentioned details:

E-Mail: risk@unpay.in / disputes@unpay.in

Address: 402, Merlin Matrix Tower, DN – 10, Salt Lake, Sector – V, Kolkata – 700091

Note: If you want to lodge a complaint related to unauthorized / suspicious or fraud payment then please mention customer Name, E-Mail ID, Contact Number, Date of Transaction, Amount of Transaction, Complaint Details, and Proof as attachment