Vijsun Analytica social solution India Private Limited (the Company) is engaged in the following business segment
Fintech financing and lending business: Issuance of multipurpose Vijsun Capital account as a P2P investment platform alternative to traditional investment method for a large segment of the population in the country unable to invest in volatile markets and trading segments which is highly unpredictable and risky.
(P2P investment business is governed by the PSS Act and the RBI Guidelines).
The Company offers a safe, easy, and precalculated investment option to every customer for ease and seamless investment across financing and lending domains. The Company has introduced a tech platform to meet investors and borrowers avoiding the banking system.
As a financing provider industry, customer service, and customer satisfaction are the prime concerns of the Company and the object of this policy is to minimize instances of customer complaints through proper service delivery and review mechanisms and prompt redressal of various types of Customer Grievances Redressal Policy customer complaints.
The Company is in the business of issuance of financing and lending for investors and borrowers as per guidelines by the Reserve Bank of India (RBI)
Vijsun capital is in the business of issuance of financing & lending and is authorized by the Reserve Bank of India (RBI) to operate an NBFC (Non-banking Financing Company) under the Companies Act, 1956 engaged in the business of loans and advances, acquisition of shares/stocks/bonds/debentures/securities issued by Government or local authority or other marketable securities of a like nature, leasing, hire-purchase, insurance .. (“the RBI Guidelines”) laid down by the RBI.
The Company has developed a procedure for promptly attending to the grievances of the customers in respect of various issues pertaining to the Vijsun Capital account.
Section 1 – Definitions
- ‘Company’ shall Mean Vijsun Analytica social solution IND PVT LTD. which is carrying on the business of issuance of investment and financing, insurance, and related services by facilitating investment solutions to the Customer. ‘Complainant’ shall mean the Customer who has a Grievance.
- ‘Customer’ shall mean the holder and/or user of Vijsun Capital Account and/or any of the system participants of the Company.
- ‘Grievance’ shall mean communication in any form by a customer that expresses dissatisfaction about an action or lack of action by, or about the standard of service of the Company and/or its representative, in relation to the use of Vijsun Capital Account..
- ‘Vijsun Capital account’ shall mean the activated and valid Semi-closed account and all variants of the same issued by the Company.
- ‘Payment System’ means a system that enables payment to be effected between a payer and a beneficiary involving clearing, payment, or settlement service or all of them but the Customer Grievance Redressal Policy does not include a stock exchange.
- ‘Redressal’ shall mean the final disposal of the Grievance of the Complainant by the Company.
- ‘System Participant’ shall mean Bank or any other person participating in a payment system and includes the system provider as per the PSS Act.
- ‘System Provider’ shall mean a person who operates and authorizes a payment system.
- ‘Week’ shall mean consecutive seven Working Days.
- ‘Working Day’ shall mean any day (other than Sunday & Public Holiday) on which the Company’s Corporate Office is open for business.
Section 2 – Principles Governing Company’s policy
The Company’s policy on grievance redressal is governed by the following principles:
- Customers shall be treated fairly at all times.
- Complaints raised by customers shall be attended to with courtesy and on time.
- Customers shall be fully informed of avenues for grievance redressal within the organization and their right to approach the Customers Grievance Redressal Committee in case they are not fully satisfied with the response of Customer Support.
The Company’s Officer-in-Charge of Customer Support must work in good faith keeping in mind this policy of the Company.
Section 3 – Process to handle Customer Grievances
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- You can register your complaint with Vijsun Capital Customer Support by clicking on the (Help & Support?) icon related to the Help & Support section on the side menu on the homepage of the Vijsun capital. In case you fall prey to such fraud or scam, kindly use the link provided to you by us or write to us at fraudalerts@Vijsuncapital.com or follow our grievance policy, in order to report the same to avoid further loss.
- We offer customer support service 24 hours a day and 7 days a week.
- Resolution of Complaints:
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- We are committed to providing you with our first response within 48 hours of receiving the complaint.
- We aim to resolve all Your complaints/queries within 7 business days.
- Resolution of Your complaint may get delayed due to operational or technical reasons. In such a scenario, You will be proactively informed of the timelines during which Your complaint will be addressed.
- In a few scenarios, while the resolution to a complaint is instant, it may take time for it to get reflected in the system. For example, refund approval can be instant, but it may take 3-10 days to reflect money into the account. Please note that such delays are attributable to banking and other operational issues
- Complaints related to ‘fraud and risk assessment’ often take longer to investigate due to the involvement of multiple agencies. The resolution time in such cases is dependent on the severity and complexity of the case. You shall be proactively informed of the timelines in such cases.
- Note: Users are proactively informed of delays if any, in the resolution. Escalation of Complaints to Level 2, if the User is not satisfied.
- Level 2: Grievance Escalation
- Complaints Registration: You can access any of the following channels to escalate your complaint.
- Register a complaint at grievance@VijsunCapital.com
- Call our customer support center at +918808699699.
- Resolution of Complaints:
- We are committed to providing a first response within 24 hours of receiving the complaint.
- We aim to resolve all Level 2 complaints within 5 business days. Any delay in the resolution time shall be proactively communicated to you.
- Level 3: Nodal Escalation
- Complaints Registration:
In accordance with the Information Technology Act, 2000 and rules made thereunder, the name and contact details of the Grievance Officer are provided below:
- Contact:
Principal Nodal Officer – Sharad Kumar Yadav
Email: Sharadyadav@vijsuncapital.com
Nodal Officer – Sunil Kumar
Phone: +918808699699
Email:- nodal@VijsunCapital.com
Address Office:
Vijsun Analytica Social Solution INDIA PVT Limited,
Office no. 201, D-288/289, Gali No 10, Street no 1, Near Station Gate, Laxmi Nagar,
DELHI -110092, India
- Working hours: Mon-Fri 10 am to 7 pm
- Resolution of Complaints:–
- We are committed to providing a first response within 24 hours of receiving the complaint.
- We aim to resolve all Level 3 complaints within 7 business days. Any delay in the resolution time shall be proactively communicated to you.
- Level 4 RBI Ombudsman Escalation
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- If your query or complaint has not been satisfactorily resolved at previous levels within 30 days, you can reach out to the digital ombudsman.
Complaint lodging portal of the Ombudsman: https://cms.rbi.org.in
Toll-Free No: 14448 (for inquiry)
Email ID: crpc@rbi.org.in
Address – Centralised Receipt and Processing Centre, Reserve Bank of India, 4th Floor, Sector 17, Chandigarh – 160017
For more details, please refer to the link RBI Ombudsman
Section 4 – To Report Unauthorised Transaction
- Visit – https://www.VijsunCapital.com/help
- Fill in the required details and click on Create Ticket.
- Please use the Ticket Id generated for future reference or communication with our investigation officer.
- Report via email: fraudalerts@VijsunCapital.com
- To report Fraud on your VijsunCapital account please keep the transaction details (transaction, Amount, Date, and Time) handy for quick assistance.
- To report Fraud performed via Debit/Credit Card, etc please share transaction details, Initial 6 & last 4 card digits, Transaction Date & Time.
Section 5 – Customer Protection –Limited Liability in Unauthorised Transaction
Limited Liability in Unauthorised Electronic Payment Transactions in Prepaid Payment Instruments (PPIs) issued by Authorised Non-banks
https://www.rbi.org.in/scripts/BS_CircularIndexDisplay.aspx?Id=11446
Customer Liability in the event of unauthorized Payment Transaction
In accordance and subject to RBI guidelines and directions made available at – https://www.rbi.org.in/Scripts/NotificationUser.aspx?Id=11446&Mode=0, a customer’s liability arising out of an unauthorized payment transaction will be limited to:
We at Vijsun Analytica social solution INDIA PVT Limited caution the members of the public and our Users not to fall prey to fictitious offers and or unsolicited phone calls or emails asking for financial information or any other type of personal information. It has been observed that fraudsters have resorted to defrauding the susceptible public by convincing them over a phone call to divulge details of their debit/credit card or their bank account information in order to commit cybercrimes. Recipients of such communication fall prey to frauds or scams perpetrated by individuals who impersonate to be employees of various financial institutions and end up compromising their confidential information and that which is later on used by such fraudsters on e-commerce and m-commerce platforms. We apprise you that Vijsun Capital will never ask for the details of your Account / PIN / Password / Full Debit / Credit Card number / Expiry Date / OTP / CVV / Confidential Bank Account details or any other security/personnel information.
Vijsun Capital has implemented a highly secured environment in order to avoid and check fraudulent transactions – however, it is important for customers to ensure that they exercise caution and refrain from compromising sensitive and personal information.
Section 6 – Raise dispute against UPI transactions
To raise disputes against UPI transactions done on the app, the customer can choose any of the below options –
Report to NPCI on the below link – https://www.npci.org.in/what-we-do/upi/dispute-redressal-mechanism
