Customer Grievance Redressal Policy
Effective Date: 1st April 2024
Last Updated: 1st April 2025
At FCSPAY, we are committed to delivering reliable and efficient financial services. We value our customers and aim to provide a transparent, fair, and responsive process for resolving any grievances they may face while using our services.
This Customer Grievance Redressal Policy outlines the mechanism through which customers can raise issues and how FCSPAY will address them within a time-bound framework.
1. Objective
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To ensure that every customer complaint or grievance is heard and resolved in a fair, transparent, and timely manner.
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To uphold customer trust by maintaining high standards of service quality and accountability.
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To provide multiple channels for users to communicate their concerns with ease.
2. Scope
This policy applies to all customers of FCSPAY who use our services, including but not limited to:
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Domestic Money Transfers (DMT)
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AEPS (Aadhaar Enabled Payment System)
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Micro ATM
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Recharge & Bill Payments
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Financial Advisory Services
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Retailer & Distributor services
3. How to Lodge a Grievance
If you face any issues with your transaction or our services, please follow the steps below to get assistance:
Step 1: Contact Customer Support
š Phone: +91 9900240070
š§ Email: support@fcspay.in
š Live Chat / Support Ticket: Available on www.fcspay.in
Our customer care team will acknowledge your query within 24 business hours and aim to resolve it within 3 to 7 business days, depending on the nature of the issue.
Step 2: Escalation to Grievance Officer
If the issue is not resolved to your satisfaction, you can escalate it to our Grievance Redressal Officer.
Grievance Officer Contact Details
š¤ Name: Nadeem Khan
š§ Email: nadeem.k@fcspay.in
Please include your ticket number, registered mobile number/email, and full transaction details in the escalation email.
The Grievance Officer will respond within 5 working days from the date of receipt and ensure a resolution within 15 working days.
4. Nodal Officer
For unresolved issues, customers may contact our designated Nodal Officer (appointed as per RBI guidelines):
š¤ Name: Rashiq Khan
š§ Email: rashik.k@fcspay.in
5. Record Keeping
All grievances, responses, and resolution details are maintained digitally for a period of minimum five years for audit and compliance purposes.
6. Monitoring & Review
We continuously monitor the status of all grievances and analyze trends to improve service quality. This policy is reviewed periodically and may be updated to comply with regulatory norms and improve customer experience.
Note: Lodging a complaint through any of the above channels will not affect your rights to pursue remedies through other legal channels.
If you have any further queries or require assistance, feel free to get in touch with our support team. FCSPAY is here to help and serve you better every day.