We have formulated a grievance process and escalation matrix to ensure your concerns are routed and addressed appropriately. We recommend going through our in-app Support first. If support is unable to resolve your issue, please follow the escalation matrix outlined below.

We have appointed a dedicated Grievance Redressal Officer who may be approached by customers for lodging complaints and grievances at any stage.

Level 1 — In-App Customer Support

First point of contact for all complaints

Registering a Complaint

To lodge a complaint, tap the Support icon on the home screen of the INK AA app to access our Customer Support centre. Our support service operates 24 hours a day, 7 days a week.

Resolution Timeline

We are committed to acknowledging your complaint within 24 hours of receipt and aim to resolve all queries within 7 business days.

Response: 24 hours
Resolution: 7 business days
Support: 24/7

Level 2 — Grievance Redressal Officer

Escalate if Level 1 resolution is unsatisfactory

Escalating Your Complaint

If you are dissatisfied with the resolution provided at Level 1, you may escalate directly to our Grievance Redressal Officer using the contact details below.

Grievance Redressal Officer

Mr. Ravi Doshi
+91 9867902913
help@ink-aa.com
Grievance Redressal Officer, Unacores AA Solutions Pvt Ltd (INK AA), 15 D, Salim Building, Khetwadi 12th Lane, Girgaon, Mumbai, Maharashtra — 400004
Working Hours: Mon–Fri, 10:00 AM – 7:00 PM

Resolution Timeline

Upon receiving your Level 2 complaint, we will respond within 24 hours. Our goal is to resolve all Level 2 complaints within 7 business days. Any delays will be proactively communicated to you.

Response: 24 hours
Resolution: 7 business days

Level 3 — Reserve Bank of India (RBI)

For complaints unresolved after 30 days

RBI Complaint Registration

If your complaint remains unresolved for a period of 30 days from the date of filing, you have the statutory right to appeal directly to the Reserve Bank of India.

RBI Contact Details

Department of Non-Banking Supervision
Reserve Bank of India, Department of Non-Banking Supervision, Central Office, Mumbai
dnbsmumbai@rbi.org.in