Uni P2P Platform Private Limited (“UNIP2P or Uni”) formerly known as OHMY Technologies Private Limited is an NBFC-P2P duly licensed by Reserve Bank of India and operates through its own peer to peer digital lending platform.
This Grievance Redressal Policy is set out as a mechanism available within the organization to enable Lenders and Borrowers to lodge their disputes, complaints or grievances or give their feedback /suggestions in relation to their dealings with the Platform in a firm, conclusive and timely manner.
UNIP2P’s Grievance Handling Mechanism
Level-1 : Customer Service Team
UNIP2P have put in place the best of 24x7 customer relationship management system and teams to ensure a timely resolution of customer grievances.
Customer can reach us through – Phone- 080 6821 6821 or Email- email@example.com
Complaints are suitably acknowledged on receipt and the customers are informed of delays if any, in the resolution.
Suitable timelines of 7 days have been set for every complaint depending upon the investigations which would be involved in resolving the same.
Our customer service support teams captures the complaints based on the nature of the query and escalates issues and then follows timeline based on predefined TAT as per the escalation matrix.
Every attempt is made to offer the customer suitable, appropriate and/or alternate solutions wherever possible. However, if the customer continues to remain dissatisfied with the resolution, he can escalate the issue to next level
Level-2 : Grievance Redressal Officer (GRO)
If the customer is not satisfied with the resolution provided by the above channels/service touch point, or if the customer does not hear from us within 7 days, the customer can reach to the Grievance Redressal Officer and write at firstname.lastname@example.org by mentioning their complaint reference number provided to them in their earlier interactions, along with their loan account number to help us understand and address specific concerns.
Level-3 : Principal Nodal Officer (PNO)
In the unlikely event that customer issues remains unresolved/ rejected/partially resolved to customer satisfaction despite escalating to the GRO, in such case for further examination, customers can reach out to our Principal Nodal Officer at “email@example.com”.
Customers can send their specific queries/issues/complaints directly through letter/post-mailer to the address
The Principal Nodal Officer,
Uni P2P Platform Private Limited
Customer Service Department (CARE)
C/o Uniorbit Technologies Private Limited (Branch Office)
2nd Floor, Gayathri Mansion, Survey No. 80/3, Above Toyota Showroom,
Varthur Hobli, Bellandur, Bengaluru-560103, Karnataka
Level-4: RBI-IO for Digital Transactions
In case customer have not received a resolution within 30 days of filing their complaint with Uni, then they can feel free to reach out to the Reserve Bank India under the RBI’s Integrated Ombudsman Scheme, 2021. A copy of the scheme as posted on the RBI website and can be found here . Address and area of operations of the Ombudsmen can be referred to here.
To, The Integrated Ombudsman,
Reserve Bank of India,
Centralized Receipt and Processing Centre (CRPC)
Central Visa, Sector-17, Chandigarh- 160 017
E-mail : firstname.lastname@example.org
Alternatively, the complainant may raise the complaint electronically on RBI’s platform: https://cms.rbi.org.in
Review and Reporting
UNIP2P’s board has formulated a grievance redressal committee of senior officials to periodically review the status of all the grievance received, settled and pending issues if any alongside adherence to TATs, nature of complaints, to ensure corrections in processes to remove loopholes if any that are plugged and trends are checked. The committee also take appropriate actions on grievance pending for more than two weeks.
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