mPokket Customer Care Number, Email Address

Organisation : mPokket Financial Services Private Limited
Service Name : Customer Care Number, Email Address
Headquarter : Kolkata
Industry : Finance
Service / Product : Loan
Website : https://www.mpokket.in/contact

mPokket Customer Care Number

** The customer can call us at Customer care at 033- 6645 2400 between 09:00 am to 7:00 pm from Monday to Saturday.
** Our customer service agents are available from 9AM – 7PM to assist you with any problem.
Email: support[AT]mpokket.com

Office Headquarter :
PS Srijan Corporate Park, Tower 1, 12th Floor,
Unit No. – 1204, 2, EP & GP, Sector V,
Bidhannagar, Kolkata, West Bengal 700091

Grievance Redressal Policy of mPokket

Customer service is extremely important for sustained business growth and as an organization. MPOKKET FINANCIAL SERVICES PRIVATE LIMITED (“Company”) strives to ensure that our customers receive exemplary service across different touch points.

Purpose :
Customer complaints constitute an important voice of customer, and this policy details complaint handling through a structured grievance redressal framework. Complaint redressal is supported by a review mechanism, to minimize the recurrence of similar issues in future.

The Grievance Redressal policy follows the following principles:
** Customers are treated fairly.
** Complaints raised by customers are dealt with courtesy and in a timely manner.
** Customers are informed of avenues to escalate their complaints within the organization, and their rights if they are not satisfied with the resolution of their complaints.
** The employees work in good faith and without prejudice, towards the interests of the customers.

Internal Machinery To Handle Customer Complaints :
The Company has developed the best-in-class CRM system to ensure timely resolution of the grievances. The system captures the complaints; follows TATs based on the nature of the query and escalates issues on the basis of predefined TATs and as per the escalation matrix.

The customer service will be responsible for resolution of complaint/grievance to the customer’s satisfaction within a period of seven (7) working days. Every attempt will be made to offer the customer suitable and appropriate alternate solutions wherever possible.

However, if the customer continues to remain dissatisfied with the resolution, (s)he can escalate the issue through the grievance redressal mechanism as referred below.

Time Frame :
Suitable timelines of seven (7) working days have been set for every complaint depending upon the investigations which would be involved in resolving the same. Complaints are suitably acknowledged on receipt and the customers are informed of delays if any, in the resolution.

Review And Monitoring :
Periodic review of monitoring of complaints, TATs, nature of complaints will be done to ensure that process loopholes, if any, are plugged and trends are checked.

Touch Points:
Customer complaints constitute an important voice of customer, and this policy details complaint handling through a structured grievance redressal framework. Complaint redressal is supported by a review mechanism, to minimize the recurrence of similar issues in future.

The customer can raise their concerns pertaining to the mPokket Mobile Application (hereinafter referred as “Platform”) or to the lender who provides loan to the customer through the Platform in the following matters:
Grievance Redressal Mechanism Of The Platform :
Customers can raise their concerns pertaining to the Platform, Repayment schedule, Processing Fee and / or any other charges or any other concern related to the product to authorised representatives of the Company as below.

The customers have the following ways of approaching the Company as per details mentioned below:
** Voice Support– The customer can call us at Customer care at 033- 6645 2400 between 09:00 am to 7:00 pm from Monday to Saturday.
** Email Support– Please write to us at support[AT]mpokket.com (Please ensure to mention your loan account number and contact number in the email).
** The customer will receive a response from the team within 7 business days but there would be instances wherein the team may even take longer to respond/reply.

** A customer can escalate the matter to supervisor[AT]mpokket.com in case he/she is not satisfied with the response from the Customer Care team. Depending on the query/dispute/grievance, a written reply/resolution will be sent to the customer within 7 business days at his/her registered email id with the Company.

Escalations Matrix :
Level 1:
Customers are requested to address all their grievances at the first instance to the Grievance Redressal Officer. A customer not satisfied with the response can escalate the matter/query/complaint to the Grievance Redressal Officer as mentioned hereunder:
Grievance Redressal Officer – Raktim Addya
grievance[AT]mpokket.com
** Tel No 9748528353
** PS Srijan Corporate Park, Unit 1204, Sector V, Kolkata – 700091

The Grievance Redressal Officer may be reached on the number provided above anytime between 09 AM to 7 PM from Monday to Saturday or through the e-mail address above. The Grievance Redressal Officer shall endeavour to resolve the grievance within a period of 7 (seven) days from the date of receipt of a grievance.

Level 2:
If a customer does not receive response from the Grievance Redressal Officer within 7 (seven) days of making a representation, or if the customer is not satisfied with the response received from the Grievance Redressal Officer, the customer may reach the Nodal Officer on the number below anytime between 09 AM to 7 PM from Monday to Saturday except public holidays or write to the Nodal Officer at the e-mail address below:
** Nodal Officer – Ritessh R Agarwal
** nodal[AT]mpokket.com
** Tel No – 7605057586
** PS Srijan Corporate Park, Unit 1204, Sector V, Kolkata – 700091

Complaints to Ombudsman :
In case the customer does not receive a response from the Grievance Redressal Official or the Nodal Officer within one month from the date of making a representation to the Lender, or if the customer is not satisfied with the response so received, a complaint may be made in accordance with the ‘The Ombudsman Integrated Scheme for Non-Banking Financial Companies, 2021’ (“Ombudsman Integrated Scheme”) to the Ombudsman in whose jurisdiction the office of the Lender complained against, is located as mentioned hereunder:
Officer-in-Charge of the Regional Office of DNBS of RBI.
15, Netaji Subhash Road, Kolkata-700 001
033- 22304982I.
A copy of the Ombudsman Scheme is available on the website of the Reserve Bank of India at rbi.org.in and also on our website.

FAQ on mPokket

How can I start borrowing money using mPokket?
You can start borrowing money on mPokket in a few simple steps. Sign up with your mobile number, complete your KYC online using your PAN and Aadhar, and submit your proof of education if you are a college student, or your proof of employment and proof of income if you are employed. You can start borrowing as soon as your profile gets approved. Download mPokket app or click on “Get Loan” to get started!

Will I get money in cash when I borrow from mPokket?
mPokket will transfer any money you borrow directly into your verified bank account only. You are then free to use the money any way you like such as for drawing cash at ATM, making an online purchase or by swiping your debit card at a POS machine.

Do I need to have a credit history and credit score to be able to borrow on mPokket?
Relax! You need not have a credit history or credit score to be able to borrow on mPokket. We understand that you may be new to formal credit. With disciplined borrowing and repayment, you can start building your credit history on mPokket.

How often can I borrow on mPokket?
mPokket will allocate you a credit limit of up to Rs.45,000 based on your profile. Within your credit limit you can borrow as many times as you like.

How can I return or repay a loan on mPokket?
mPokket provides multiple flexible options for you to repay your loan. You can take a loan on mPokket app and repay in lump sum or you can take a loan and repay in EMI. You can repay your loan on mPokket app using UPI or Debit Card.