This Grievance Redressal Policy document is an electronic record in terms of the Information Technology Act, 2000 and rules there under in force, and the provisions pertaining to electronic records in various statutes as amended by the Information Technology Act, 2000 from time to time. This electronic record is generated by a computer system and does not require any physical or digital signatures.
1. Introduction
Bee Pee Jay Finance LTD is a company, incorporated under the provisions of the Companies Act, 2013 (hereinafter referred to as “the Company”).
2. PURPOSE
We implemented this Grievance Redressal Policy (hereinafter referred to as “the Policy”) as providing high-quality services to Customers is the main goal of the Company.
Complaints/grievances of the Customers are an integral part of communication with the Customers and making our services better.
This Policy provides a detailed procedure how Customers` complaints/grievances are handled and resolved by the Company.
The procedure includes a review mechanism that helps to resolve any issue occurred.
3. MAIN PRINCIPLES
When resolving Customers` complaints/ grievances, the Company is governed by such principles:
- Customers` complaints/ grievances are reviewed and resolved in a timely manner.
- No discrimination of the Customers on the basis of race, religion, gender etc.
- Language and behavior used in communication with the Customers should be polite, respectful, and non-threatening.
- The Customers` privacy should be respected.
- No unethical practices should be used when communicating with the Customers.
4.SYSTEM OF REVIEW AND MONITORING
The Company uses the modern CRM system that helps to receive, review, answer and control the Customers` complaints/ grievances.
Our employees regularly provide review and monitoring of complaints/ grievances in order to improve our services.
5. GRIEVANCE REDRESSAL MECHANISM
Company has three levels of complaints`/grievances` review.
- The first level:
All types of complaints/grievances received from various channels (calls, e-mails etc.) are referred to the Customer care employees of the Company (hereinafter referred to as “the Customer Care”) as per the grievance redressal procedure.
Any complaint/grievance may be submitted by one or several following ways:
- By phone: the Customer can call us at Customer Care
- between 9:00 am and 6:00 pm from Monday to Saturday.
- Through Mobile App or Web-site: the customer can raise the concern on Mobile Application through “Help” button or our website under the “Contacts” Section.
- By E-mail: please write to us at info@bpjnbfc.in
- By post: please send us a letter for the name of: Bee Pee Jay Finance LTD to the post address “AMARJYOTI”,
Suite-14E, 14th Floor 10, Belvedere Road Kolkata WB 700027 India.
The Customer Care usually answer to any complaint within 5 days after the receipt of such a complaint/.
The complaint may be transferred by the Customer Care to the Grievance Redressal Officer of the Company on official e-mail for taking necessary action if there is a need.
In such case the time of response may take up to 30 (thirty) days.
- The second level:
If the Customer is not satisfied with the response received from the Customer Care, the Customer can write directly to the Grievance Redressal Officer of the Company by filling out the form at the bottom this web-page or by sending his query by the following means:
- By post:
For the name of: Bee Pee Jay Finance LTD to the post address “AMARJYOTI”,
Suite-14E, 14th Floor 10, Belvedere Road Kolkata WB 700027 India
Attention: Grievance Redressal Officer
- By E-mail
E-mail: info@bpjnbfc.in
Subject matter: Complaint/grievance regarding [indicate your specific subject in short]
Attention: Grievance Redressal Officer
- By phone
Contact phone number of Customer Care
- The third level:
If the Customer is not satisfied with the response received from Grievance Redressal Officer , then the Customer may appeal to Nodal Officer by filling out the form at the bottom of this web-page or by sending his query by the following means:
- By post:
For the name of: Bee Pee Jay Finance LTD by post address “AMARJYOTI”,
Suite-14E, 14th Floor 10, Belvedere Road Kolkata WB 700027 India
Attention: Nodal Officer
- By E-mail
E-mail: info@bpjnbfc.in
Subject matter: Complaint/grievance regarding [indicate your specific subject in short]
Attention: Nodal Officer
- By phone
Contact phone number of customer care
The response from the Nodal Officer shall be sent to the Customer in 30 days after such a complaint was received by the Nodal Officer.
This Policy may be revised and amended from time to time when Company considers necessary, and shall be revised and amended based on changes in regulatory guidelines.