Moolbazaar Asset: Guidelines for Customer Grievance Redressal
At Moolbazaar Asset, we are dedicated to providing an elite standard of service. We recognize that maintaining your trust requires absolute transparency and prompt resolution of any concerns that may arise during your journey with us. These guidelines outline our formal process for addressing grievances with the professionalism and care your business deserves.
1. Understanding Grievances
To ensure your concerns are channeled correctly, we distinguish between standard inquiries and formal grievances:
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Grievance/Complaint: Any communication expressing dissatisfaction regarding an action, lack of action, or deficiency in service, and requesting remedial action.
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Exclusions: Inquiries (requests for information) and Service Requests (soliciting changes or modifications) are handled through standard support channels and are not classified as formal grievances.
2. Scope of Concerns
Customers may raise grievances regarding issues including, but not limited to:
- Operational Discrepancies: Incorrect account or bank details, failed transactions, or NAV allotment errors.
- Processing Delays: Issues with SIP setups, redemption payments, or fund transfers.
- Documentation: Missing account summaries, tax certificates, or transaction confirmations.
- Platform Integrity: System errors, login failures, or portfolio access issues on our digital interface.
- Professional Conduct: Concerns regarding the behavior or support provided by Moolbazaar representatives.
3. The Resolution Path
We encourage a multi-step approach to ensure your voice is heard at every level of our organization:
- Step 1: Direct Resolution: Reach out to your dedicated account manager or customer support to attempt an amicable, polite resolution.
- Step 2: Supervisory Escalation: If the initial response is unsatisfactory, you may escalate the matter to the department supervisor or a senior representative.
- Step 3: Formal Redressal: If informal steps do not resolve the issue, you may file a formal complaint with our Grievance Redressal Officer (GRO).
4. Submitting a Formal Complaint
To facilitate a precise investigation, please provide the following details in your formal submission:
- Identity: Full Name, Customer ID, and registered contact details.
- Context: Nature of the issue, including date, time, and a clear description of the incident.
- Evidence: Relevant transaction receipts, screenshots of technical errors, or copies of related documents.
5. Commitment to Timelines
- Acknowledgment: We will acknowledge your complaint within 3 working days and provide a reference number for your records.
- Investigation: Our internal teams will conduct a thorough review to determine the validity of the grievance and gather necessary evidence.
- Resolution Goal: We aim to resolve all grievances within 15 business days. Should the complexity of the matter require more time, we will provide periodic status updates.
6. Escalation Matrix
If you remain dissatisfied with the provided resolution, the following escalation levels are available:
- Level 1: Customer Relations Department.
- Level 2: Senior Management Team.
Contact Our Grievance Office
For formal escalations and assistance, please contact:
- Grievance Redressal Officer: Sachin kumar
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Email: info@moolbazaarasset.com
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Registered Office: ASSET-5A AEROCITY JW MARRIOT HOTEL HOSPITALITY DISTRICT NEAR IGI AIRPORT NEW DELHI 110037
