The objective of this Grievance Redressal Policy is to provide a structured, transparent, and efficient mechanism for addressing grievances raised by Business Correspondent (BC) agents, customers, and other stakeholders using Sri Money services. We aim to ensure prompt resolution, enhance customer satisfaction, and maintain trust in our operations as a one-stop financial and travel service platform.
- Grievance: Any complaint, concern, or dissatisfaction raised by a customer or BC agent regarding Sri Money services, including transaction failures, delays, refund issues, or service quality.
- Complainant: The customer, BC agent, or stakeholder raising the grievance.
- Resolution: The action taken by Sri Money to address and resolve the grievance to the complainant's satisfaction.
Sri Money is committed to resolving grievances in a timely and fair manner. The process is outlined below:
Level 1: Lodging a Complaint
Complainants can submit grievances through any of the following official channels:
- Website: Via the contact form at Contact
- Email: hello@srimoney.com
- Phone: +91 11 46540607
Required Details:
To help us resolve the issue swiftly, complainants must provide:
- Full Name and Contact Details (Phone Number / Email)
- Registered Agent ID or Customer Mobile Number
- Transaction ID, Reference Number, or Order ID (if applicable)
- Brief Description of the issue (e.g., transaction failure, refund delay, service issue)
- Supporting documents (e.g., payment receipts, bank statement excerpts, or screenshots)
Level 2: Acknowledgment
- Sri Money will acknowledge receipt of the grievance within 24 hours via email or SMS, issuing a unique Complaint Tracking ID.
- For complaints lodged over the phone, immediate verbal acknowledgment will be provided, followed by written confirmation within 24 hours.
Level 3: Resolution Timeline
- Standard Resolution: Most grievances (such as failed transactions, pending recharges, or minor service issues) will be resolved within 7 business days, in alignment with standard bank refund timelines.
- Complex Cases: Issues requiring external investigation (e.g., bank reconciliation, payment gateway disputes, or technical audits) may take up to 15 business days. Complainants will receive weekly progress updates until resolution.
Level 4: Escalation Process
If a grievance remains unresolved after the standard timeline or if the complainant is dissatisfied with the initial resolution, the matter can be escalated to the Operations Grievance Cell:
- Escalation Email: manish@srimoney.com
- Escalation Phone: 8860887767
- Escalation Contact Person: Operations Grievance Officer, Sri Money
Escalated grievances will be reviewed independently within 5 additional business days, and a final decision will be communicated in writing.
Closure & Records Retention
- Closure: A grievance is officially closed once the resolution is communicated to the complainant via email/SMS and their confirmation or feedback is solicited.
- Data Retention: Complete records of all grievances, communications, and resolution actions will be securely stored for 6 months, in compliance with Sri Money’s Privacy and Data Retention Policies.
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- Address: Unit No.1, Ground Floor, Kh.No. 05/21/01, Gali No.-13, B-Block, Tomar Colony, Burari, Delhi, 110084
- Phone: 011 4654 0607
- Email: hello@srimoney.com