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Grievance Redressal Policy

To ensure that your concerns are addressed and resolved in a timely manner, LegalPay Technology Private Limited has formulated an escalation matrix as set out below.

Level 1: Registration of your Complaint 

To register your complaint, please send an email to resolve@legalpay.in. We aim to resolve all your complaints within 10 business days. 

Level 2: Escalate to our Customer Support Centre 

Call our customer support centre at +91 9650333602. Our customer support aims to resolve all your complaints within 10 business days.

Level 3: Escalate to our Grievance Redressal

In relation to the extant guidelines as prescribed by the Reserve Bank of India, the details of our Grievance Redressal are set out below:

Name: Akhil Dixit

Contact Details: +919289554464  Email: nodalofficer@legalpay.in

Working hours: Monday to Friday from 10:00 a.m to 7:00 p.m. We aim to resolve your complaint within 10 business days.

Resolution Process

  • We aim to resolve all your concerns and complaints in our level 1 matrix within the said timelines.

  • In the event, your concern remains un-resolved or not resolved to your satisfaction and you wish to escalate your concern to next level, you need to ensure that you have already exhausted the previous level(s). You are also required to hold a valid ticket number before approaching each level.

  • Please note that due to technical or operational reasons there may be delay in resolving your complaint. Further, if the issue/grievance is related to a third party, then the aforestated timelines may change. The delay/increased timelines may be dependent on the respective third party including but not limited to the clearing house/banks /network providers/regulator. In these cases, we will inform you promptly of such delay and increased timelines.

  • If your query or complaint has not been satisfactorily resolved at previous levels, you can reach out to the RBI ombudsman.

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