Grievance Redressal

Introduction

Customer satisfaction is our top priority, and we are committed to addressing and resolving your concerns in a transparent, fair, and timely manner. In the rare event that you face any inconvenience while using our services, you may raise a complaint with us through our official grievance redressal process. All grievances are treated with utmost seriousness and are handled in compliance with the applicable laws, regulations, and internal policies.

Grievance Redressal Procedure

If you have a concern or complaint, you may follow the steps below:

1. Lodge a Complaint:

Share your grievance by emailing or contacting our Grievance Redressal Officer (GRO) with full details including:

  • Your full name
  • Registered email ID and mobile number
  • Nature of complaint
  • Relevant transaction/reference numbers
  • Supporting documents/screenshots (if applicable)
2. Contact Details of the Grievance Redressal Officer:
  • Name: Rimi Paul
  • Designation: Grievance Redressal Officer
  • Email: grievance@retailpe.in
  • Phone: 033 450644448
  • Working Hours: Monday to Saturday, 10:00 AM to 6:30 PM
3. Office Address:
  • Mani Casadona,
  • Action Area II, New Town,
  • Kolkata – 700156, West Bengal
  • Customer Support Email: support@retailpe.in

RetailPe's operations are fully compliant with RBI's directive that all borrower-facing activities must be transparent and approved by the regulated entity (RE).

Resolution Metrics & Timelines

We aim to resolve all complaints efficiently within the prescribed timelines. Our grievance redressal mechanism is governed by the following service-level standards:

Action Timeline
Acknowledgement of complaint Within 48 working hours
Investigation & assessment Within 2–5 working days
Final resolution and communication Within 7 working days (maximum)
Intimation in case of delay On or before 7th working day
  • Complaints are handled with due diligence and confidentiality.
  • In case the resolution requires more time due to complexity, you will be informed of the status along with the expected resolution date.
  • There are no charges for lodging a complaint.
  • Our grievance process ensures fair review, non-discrimination, and no retaliation for any genuine complaint raised.
Important Note

Please refrain from sharing sensitive personal data (like OTPs, PINs, or passwords) over calls or emails. We never ask for such information for grievance processing.