Support & compliance

Grievance Redressal Policy

A transparent, three-level escalation framework so every concern is heard and resolved promptly.

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.

Level1

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 Account Aggregator 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 hoursResolution: 7 business daysSupport: 24/7

Level2

Grievance Redressal Officer

Escalate if the 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.

Mr. Ravi Doshi — Grievance Redressal Officer +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 hoursResolution: 7 business days

Level3

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.

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