English | Hindi | Punjabi

Customer Grievance Policy

In today's competitive era and constantly evolving business, we at Paul Merchants Finance Private Limited ('Company') take pride in keeping our customers at the centre of all our strategies and initiatives, and are committed to deliver best in class customer services to all our existing and new customers at all times.

As a service organization we promote "Excellence in Delivery" and hence feedback from our valued customers forms an integral part of all decisions taken by the Company. The feedback provided by our customers is treated as an asset to the Company, evaluated and customized to improve our products and services.

This policy document aims at communicating the various mechanisms available for our customers to reach out to us, our service guarantee and timelines by which we will try and ensure resolution to our customer concerns.

Our Principles:

  • Customers remain the Key focus for all initiatives and strategies developed in the Company

  • "Delighted" Customers are a necessity for business growth and survival.

  • Our Customers and their Feedback is treated as the most valuable asset for the organization, forming the foundation for development and innovation.

  • We endeavour to simplify our customer's life through our innovations and product offerings.

  • Constantly evolve and invest in our grievance redressing systems for a seamless service delivery.

Our Promise:

  • All grievances will be dealt with, promptly and courteously.

  • We promise to resolve any or all issues faced by our customers effectively and within the communicated time frame.

  • All Service Level Agreements and turnaround time for each third party transaction would be published on our website.

  • The Company has a dedicated team to manage customer queries and ease out grievances if any.

  • We Value your Feedback

All customers have the right to share their feedback or complaint in case they find our services are not meeting their expectations or are dissatisfied with any interaction with any of our staff members.

Our customers can inquire, insist, or complain through following mediums:
  • Phone - Customer Engagement Centre: Our customers can call us at Toll Free Help Line: 18001371333 or +91-7087003148 from 6:00 am to 10:00 pm on all working days

  • Email - Customers can e-mail us at care@paulfincap.com.

  • Contact us (Contact Us section) - Customers have the facility of contacting us on 'Contact Us Section' at our website http://paulpay.in. There are also "Contact Us Sections" in our app (Android, iOS and Windows Phone)

These aforesaid mechanisms are dedicated for redressing our customer complaints, providing online resolution wherever possible, and capturing valuable feedback regarding our services.

On receiving customer feedback/complaint/query, our executives would reach out to the customers and ensure that all grievances are redressed within a period as predefined in Service Level Agreement as communicated below.

If the complaint is not resolved within the given timelines or the response is unsatisfactory the customer can choose to escalate the concern to our level 2 escalation officer, with relevant details such as Complaint Reference Number provided at the time of raising the initial complaint. The escalation methodology is mentioned in this policy under the Escalation Section.

Note- escalations without a complaint reference number will not be treated as complaints

Customer Resolution Timelines
  • Acknowledgement of Grievances:

    • Customer Engagement Centre team will acknowledge the grievance immediately on the receipt of complaint in the form of : -

    • Auto response in case of Emails or Contact us section, or

    • Answering the calls at the call centre, or

  • In all the scenarios a reference number would be provided for all future communication around the particular complaint.

  • All complaints would be closed based on the customers feedback only and acceptance of closure

Sr.No Complaint Type Estimated Timelines (SLA)
1 Money Transfer - Load or Send Money 7 Working Days for reversal or credits (third party transaction timelines followed by leading banks)
2 Successful transaction but beneficiary account not credited 7 Working Days for reversal or credits (third party transaction timelines followed by leading banks)
3 7 Working Days for reversal or credits (third party transaction timelines followed by leading banks) 3 Working Days
4 Travel & Ticketing Related Concerns 3 Working Days for booking related concerns 7 Days for refunds as some airlines and third party portals may have a higher turnaround time
5 Bill payment Related Issues 3 Working Days
6 3 Working Days for booking related concerns 7 Days for refunds as some airlines and third party portals may have a higher turnaround time 3 Working Days
7 Wallet related issues 2-5 Working Days

Customer Grievance Redress Escalation:

As "Customer Delight" our priority, we are committed to provide Best Payment Solution Experience to all our customers. We extend a level 2 escalation matrix to all our customers

Escalation: Level 2

In case the customer is not satisfied with the response from customer service executive, escalation to Level 2 can be triggered.

Write to us: Customer Service Department, PaulPay, Paul Merchants Finance Private Limited,Ground Floor,SCO 829-830,Sector 22-A,Chandigarh-160022

  1. Email ID: mgr@paulfincap.com

  2. All escalations received with the required details such as reference number provided at Level 1, contact details (both phone & email) would be addressed within forty eight (48) working hours up to a max of seven (7) days in special cases pertaining to third party transactions.

Escalation: Level 3

In case the customer is still not satisfied with the resolution provided or delay in response beyond the timelines communicated at Levels 1 & 2 respectively, the customer can escalate the concern to the highest level by:

Write to us - Office Address: Paul Merchants Finance (P) Ltd.,Ground Floor,SCO 829-830,Sector 22-A,Chandigarh-160022

Regd. Office: DSM 335,336,337 3rd Floor DLF Tower, 15, Shivaji Marg

Najafgarh Road, New Delhi-110015

Email ID: info@paulfincap.com

On receiving the escalation, the complaint will get acknowledged within twenty four (24) working hours. Post acknowledgement, resolution will be provided up to a maximum of seven (7) working. Please remember that all complaints will be considered at this level only if the complaint number given in level 1 of the complaint is written in the complaint.

Customer Liability – The per transaction customer liability in such cases will depend on the number of days lapsed between the receipt of transaction communication by the customer from the Company and the reporting of unauthorized transaction by the customer to the Company as specified below:

Sr. No. Time taken to report the fraudulent transaction from the date of receiving the communication Maximum Liability of Customer
1. Within 3 Days# Zero
2. Within four to seven days# Transaction value or Rs. 10,000/- per transaction, whichever is lower
3. Beyond seven days# 100% of the transaction Value

#The number of days mentioned above shall be counted excluding the date of receiving the communication from the Company.

Customers can call Ombudsman Digital Transactions on 011-23715393 for any unaddressed issues.

Help Line: 18001371333 or care@paulfincap.com

Paul Merchants Finance Pvt. Ltd. Ground Floor SCO 829-830,Sector 22-A Chandigarh Postal Code:160022
0172-5292626, +91-7087003148
Nodal Officer : Mr. Shaibu Cherian
Customer Service : 1800-137-1333