Card Connect

Grievance Redressal

We are committed to resolving your concerns promptly and fairly.

Our Commitment

Card Connect is committed to providing excellent service and resolving any grievances or complaints raised by our users promptly and fairly. This page outlines our grievance redressal mechanism and the steps you should follow if you have any complaints or concerns.

Types of Grievances We Handle

Card Connect addresses grievances related to:

  • Inaccurate or misleading information on our website
  • Technical issues or website malfunctions
  • Problems with the OTP or verification process
  • Data security or privacy concerns
  • Application submission issues
  • Unauthorized access to your account
  • Charges or fees related to our service (if applicable)
  • Customer service or support issues
  • Violation of terms and conditions
  • Other service-related complaints

Grievances We Do Not Handle

Please note that Card Connect does not directly handle grievances related to:

  • Credit cards or loans issued by banks (contact the respective bank)
  • Credit score or credit bureau reports (contact CIBIL, Experian, etc.)
  • Application rejection decisions by banks
  • Interest rates or terms offered by financial institutions
  • Credit limits or other bank-specific decisions

For grievances related to specific banks or financial products, please contact the bank directly or the RBI Ombudsman.

How to File a Grievance

You can file a grievance with Card Connect using any of the following methods:

📧 Email

Send your grievance to: grievance@cardconnect.in

Please provide detailed information about your issue and any relevant documentation.

📞 Phone

Call our customer support team: 1-800-CARD-CONNECT

Available: Monday - Friday, 10:00 AM - 6:00 PM IST

📝 Contact Form

Use our contact form to submit your grievance online.

Please select "Grievance" as the subject type.

✉️ Postal Mail

Mail your grievance to:

Card Connect Customer Support
Grievance Redressal Department
1st floor, Prema Narayana Enclave
Plot No: 6 at 4th A Cross, Outer Ring Rd
B Channasandra, Kasturi Nagar
Bengaluru, Karnataka 560043
Attention: Grievance Officer

Grievance Resolution Process

Our grievance resolution process follows these steps:

1

Acknowledgment

We will acknowledge receipt of your grievance within 24-48 hours, providing a reference number.

2

Investigation

Our grievance team will investigate your complaint thoroughly. We may contact you for additional information or clarification.

3

Internal Review

The grievance will be reviewed by our management team to ensure fair and impartial handling.

4

Resolution

We will provide a resolution or update within 7-14 business days. If not resolved, we will explain the reasons.

5

Follow-up

We will follow up to ensure your satisfaction with the resolution.

Expected Resolution Timelines

Our target resolution times are:

Issue Type Target Timeline
Technical Issues 5-7 business days
Data Privacy Issues 7-10 business days
Billing/Service Issues 5-7 business days
General Complaints 7-14 business days
Complex Issues 15-30 business days

Information to Include in Your Grievance

To help us resolve your grievance quickly, please include:

  • Your full name and contact information
  • Your account number or email address (if applicable)
  • Date and time of the incident
  • Detailed description of the issue
  • Steps you've already taken to resolve it
  • Any relevant screenshots, transaction IDs, or documentation
  • Your expected resolution or compensation
  • Preferred method of contact

Escalation Process

If you are not satisfied with the initial resolution, you can escalate your grievance:

  • Level 1: Contact our Customer Support Manager: manager@cardconnect.in
  • Level 2: Escalate to our Grievance Officer: grievance@cardconnect.in
  • Level 3: Appeal to our Ombudsman (if unresolved after 30 days)

RBI Ombudsman

If you are not satisfied with our grievance redressal process, you can file a complaint with the RBI Ombudsman under their Ombudsman Scheme:

Reserve Bank of India - OMBUDSMAN SCHEME

Website: www.rbi.org.in

Email: grievanceredressal@rbi.org.in

Ombudsman Scheme covers banking services and certain payment system operators.

Our Grievance Officer

For grievance-related matters, you can contact our dedicated Grievance Officer:

Grievance Officer

Email: grievance.officer@cardconnect.in

Phone: +91 9036324123

Hours: Monday - Friday, 10:00 AM - 5:00 PM IST

Feedback and Suggestions

We also welcome feedback and suggestions to improve our services. Please send them to: feedback@cardconnect.in

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