Grievance Redressal Policy

At Edward Pay, we are committed to delivering a seamless and customer-centric experience across all our fintech products and services. This Grievance Redressal Policy provides a transparent, fair, and structured framework for resolving customer concerns promptly and effectively.

The key objectives of this policy are to:

• Establish a structured grievance resolution mechanism for customers, partners, and stakeholders.
• Ensure timely, transparent, and fair handling of complaints.
• Track and analyze grievances to drive continuous service improvement.
• Comply with all applicable regulatory and compliance requirements.

This policy covers all grievances received through any official communication channel, including but not limited to:

• Email
• Phone
• Written correspondence

• Grievance acknowledgment will be sent via email or SMS within 24 hours of receipt.
• A unique reference number will be issued for tracking.
• Customers will be informed of the estimated resolution timeline.

• The complaint will be reviewed and investigated by the relevant teams (Customer Support, Operations, Compliance).
• We aim to resolve all issues within 7 business days.
• If more time is required, the customer will be updated accordingly.

• The final resolution, including actions taken, will be shared in writing.
• If resolved to the customer's satisfaction, the case will be closed.
• If not, the escalation process will be shared for further action.

If your concern remains unresolved within the stipulated time, you may escalate the issue as follows:

Escalation LevelContact PersonResolution Timeline

Level 1: Customer Support TeamWithin 7 business days

Level 2: Grievance OfficerWithin 10 business days

Level 3: Nodal Officer (Senior Management)Within 15 business days

Level 4: Regulatory Authorities (as applicable)As per regulatory guidelines 

• Level 1: Email: support@edwardpay.com | 
• Level 2: Email: grievance@edwardpay.com
• Level 3: Email: nodal@edwardpay.com
• Level 4: Contact relevant regulatory bodies as per applicable law.

Edward Pay ensures all customer data and grievances are handled in strict confidence and in accordance with applicable data protection laws. Access is limited to authorized personnel involved in the resolution process.

• All complaints, resolutions, and escalations will be documented and monitored.
• Periodic internal audits will assess the effectiveness of the grievance mechanism.
• Feedback and insights from grievances will inform service and product improvements.

This policy will be reviewed annually or as required to ensure it remains aligned with evolving business needs, customer expectations, and regulatory guidelines.