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Grievance Redressal Policy

Our customer-grievance redressal framework drafted as per the RBI Master Direction on Customer Service, the IT Rules 2021 and the Consumer Protection Act, 2019.

Last updated · 01 August 2026SHAH WORKS PRIVATE LIMITEDCIN · U82910DL2026PTC000000

Governed by

  • RBI Master Direction on Customer Service in Banks
  • IT (Intermediary Guidelines) Rules, 2021
  • Consumer Protection Act, 2019
  • Integrated Ombudsman Scheme, 2021

1. Principles

Every complaint shall be treated with fairness, transparency and empathy. We commit to acknowledging every complaint within 24 hours and providing a final response within 15 working days.

2. How to reach us

  • In-app — Help → Raise a Ticket
  • E-mail — support@shahworks.com
  • WhatsApp / Phone — +91 9999999999 (10 AM – 6 PM IST, Mon–Sat)
  • Letter — Customer Care, SHAH WORKS PRIVATE LIMITED, New Delhi-110078

3. Escalation matrix

LevelOfficerChannelTAT
Level 1Customer Care Executivesupport@shahworks.com7 working days
Level 2Grievance Officergrievance@shahworks.com · +91 999999999915 working days
Level 3Principal Nodal Officernodal@shahworks.com · +91 999999999930 days
Level 4RBI Integrated Ombudsmancms.rbi.org.in · 14448 (toll-free)As per scheme

4. Consumer Protection Act, 2019

Nothing in this policy shall limit any right available to a consumer under the Consumer Protection Act, 2019, including the right to approach the appropriate District / State / National Commission.

Grievance Redressal Officer

As required under Rule 5(9) of the IT (Reasonable Security Practices) Rules, 2011 and Rule 3(2) of the IT (Intermediary Guidelines) Rules, 2021.

Officer

[Grievance Officer — to be notified]

Grievance Redressal Officer

Service hours

Monday to Saturday, 10:00 AM – 6:00 PM IST

grievance@shahworks.com

+91 9999999999

New Delhi-110078

Acknowledgement within 24 hours · Resolution within 15 working days.