Customer trust and prompt dispute resolution are central to our mission at Saathi Money.
This policy is formulated in accordance with the Information Technology Act, 2000, the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and the regulatory standards prescribed by the Reserve Bank of India (RBI) for digital financial technology platforms.
1. Three-Level Escalation Matrix
Level 1: Frontline Customer Support
For general service inquiries, app feedback, or transaction assistance, reach out directly to customer support:
- Email: support@besaathi.com
- Turnaround Time (TAT): Initial acknowledgment within 24 hours; resolution within 3 business days.
Level 2: Nodal Grievance Redressal Officer
If your inquiry remains unresolved beyond Level 1 TAT, or if you are dissatisfied with the response, you may escalate to our designated Grievance Officer:
- Email: support@besaathi.com (Subject: "Attention: Nodal Grievance Officer - Escalation")
- Registered Address: 502 Sagar Fortune, 184 Waterfield Road, Off Linking Road, Bandra West, Mumbai 400 050, Maharashtra, India.
- Turnaround Time (TAT): Acknowledgment within 48 hours; resolution within 7 business days.
Level 3: Regulatory / RBI Banking Ombudsman
For core savings account deposits or banking transactions handled by our regulated partner bank (such as Suryoday Small Finance Bank), if your grievance is not resolved within 30 days:
You may approach the Reserve Bank of India Ombudsman under the Reserve Bank - Integrated Ombudsman Scheme, 2021 via the RBI CMS Portal at https://cms.rbi.org.in.
2. Standard Resolution Timelines (TAT)
| Grievance Category | Acknowledgment | Maximum Resolution |
|---|---|---|
| General Inquiries & Profile Queries | Within 24 Hours | 3 Business Days |
| Failed Payment / Fund Transfers | Within 24 Hours | T + 1 to T + 3 Business Days (RBI Norms) |
| Privacy, Account Deletion & KYC | Within 48 Hours | 7 Business Days |
| Fraud & Unauthorized Claims | Within 24 Hours | Up to 15 Business Days |
3. Nodal Officer Details
Designation: Nodal Grievance Redressal Officer
Company: BeSaathi India Private Limited
Corporate Identification Number (CIN): U72900MH2021PTC355248
Registered Office: 502 Sagar Fortune, 184 Waterfield Road, Off Linking Road, Bandra West, Mumbai 400 050, Maharashtra, India
Email: support@besaathi.com
Hours of Operation: Monday to Friday, 10:00 AM – 6:00 PM IST (excluding national and banking holidays).