Grievance Redressal Policy for Account Aggregator Related Issues
1-Objective: This policy outlines the structured grievance redressal mechanism implemented by Junoon Capital Services Private Limited for issues arising under the Account Aggregator (AA) ecosystem. The objective is to ensure timely, transparent, and fair handling of complaints and concerns raised by customers, and to comply with the directions issued by the Reserve Bank of India (RBI) and relevant regulatory authorities. The policy also seeks to instill customer confidence in the organization’s commitment to responsible data handling and financial integrity.
2-Scope: This policy applies to all customers and stakeholders interacting with
Junoon Capital within the Account Aggregator ecosystem. It includes complaints related
to the following:
Consent management issues such as failure in authorization or revocation.
Unauthorized data access or data being shared without valid customer consent.
Technical failures in the data-sharing pipeline including delays or failures in data
fetch or push.
Complaints related to inaccurate or incomplete data retrieved via the AA network.
Any issues concerning Junoon Capital’s role as a Financial Information User (FIU) or
Financial Information Provider (FIP).
3-Grievance Reporting Channels (Level 1): Customers are encouraged to lodge their complaints through any of the following official channels. Each complaint will be acknowledged within 48 hours of receipt. Resolution will be provided within 10 working days, subject to the nature of grievance and availability of required information.
| Channel | Details |
|---|---|
| info@junooncapital.com | |
| Customer Support Portal | www.junooncapital.com |
| Phone Support | +91-9311343335(Mon–Sat, 10 AM–6 PM) |
| Registered Office | Junoon Capital Services Pvt. Ltd, 683, Business Park, Vegas Mall, Plot No. 06, Sector-14, Dwarka, New Delhi - 110078 |
Each complaint will be issued a unique ticket number for tracking. Customers are encouraged to retain this reference for any further communication.
4-Escalation Matrix: If the grievance remains unresolved or the customer is dissatisfied with the resolution at Level 1, the following escalation structure will apply:
Level 2 - Nodal Officer
Name: Sachin Kumar Srivastava
Email: grievance@junooncapital.com
Phone: +91 9311343335
Resolution TAT: 10 working days
Level 3 - Principal Nodal Officer (PNO)
Email: nodal.gro@junooncapital.com
Phone: +91 9555474752
Resolution TAT: 10 working days
Level 4 – RBI Ombudsman
If a complaint is not resolved within 30 days or if the resolution provided is
unsatisfactory, customers may escalate the matter to the RBI Integrated Ombudsman using
the Complaint Management System (CMS):
https://cms.rbi.org.in
5-Complaint Acknowledgment & Monitoring: Upon receiving a complaint, Junoon
Capital will:
Acknowledge the complaint within 48 hours.
Share the expected resolution timeframe.
Provide periodic updates in case of delays.
Ensure all complaints are logged in the internal CRM with ticket numbers.
Maintain records for audit and compliance purposes.
6-Governance & Oversight: The grievance redressal process will be overseen by the
Grievance Redressal Committee comprising senior management members. The committee will
meet quarterly to:
Review grievance trends and root causes.
Recommend service/process improvements.
Monitor compliance with regulatory obligations and timelines.
7-Staff Training & Customer Education: Junoon Capital will ensure regular training
sessions for employees on the Account Aggregator ecosystem and grievance handling
procedures. Customers will be educated through digital platforms and printed
communication on how to:
Use their consent rights effectively
Identify and report unauthorized access
Contact support for timely resolution
8-Review & Revision: This policy will be reviewed annually or as and when required due to regulatory changes, technological advancements, or internal audit findings. Updates will be approved by the Grievance Redressal Committee and made available on Junoon Capital’s website.