RBI Authorized FFMC+91 9000 646 999|+91 9100 056 527

Customer Grievances

Your feedback helps us serve you better

Last Updated: January 1, 2024

Our Commitment

  • We are committed to providing excellent customer service.
  • All grievances are treated with utmost importance and confidentiality.
  • Quick resolution of complaints within defined timeframes.
  • Transparent communication throughout the grievance process.
  • Regular follow-up to ensure customer satisfaction.
  • Continuous improvement based on customer feedback.

How to File a Complaint

  • Submit complaints through our online grievance portal.
  • Call our customer care helpline for immediate assistance.
  • Email your concerns to our dedicated grievance email.
  • Visit our branch with written complaint (acknowledgment provided).
  • Use the complaint form available at our website.
  • WhatsApp complaints to our customer service number.

Grievance Categories

  • Transaction related issues (wrong rates, delays, errors).
  • Service quality complaints (staff behavior, waiting time).
  • Documentation and KYC related grievances.
  • Technical issues with online services.
  • Billing and charges disputes.
  • General feedback and suggestions.

Resolution Timeframes

  • Simple complaints resolved within 3-5 working days.
  • Complex issues addressed within 7-10 working days.
  • Escalated complaints resolved within 15 working days.
  • Acknowledgment sent within 24 hours of complaint receipt.
  • Regular updates provided every 3 days for ongoing complaints.
  • Final resolution communicated with detailed explanation.

Escalation Process

  • Level 1: Customer Care Executive (immediate response).
  • Level 2: Branch Manager (within 48 hours).
  • Level 3: Regional Head (within 5 working days).
  • Level 4: Grievance Redressal Officer (within 7 working days).
  • Level 5: Nodal Officer (complex cases within 15 days).
  • Final escalation to RBI if not resolved satisfactorily.

Contact Information

  • Customer Care Helpline: +91 861 234 5678
  • Grievance Email: grievances@nelloreforex.com
  • WhatsApp: +91 9000 646 999
  • Online Portal: www.nelloreforex.com/grievances
  • Branch Visit: 16-2-25, Trunk Road, Nellore
  • Office Hours: Monday to Saturday, 9:00 AM to 6:00 PM

Online Grievance Form

Submit your complaint online for quick resolution

Important Contacts

Grievance Redressal Officer

Mr. Rajesh Kumar

+91 861 234 5679

gro@nelloreforex.com

Nodal Officer

Ms. Priya Sharma

+91 861 234 5680

nodal@nelloreforex.com

RBI Complaint

Centralised Public Grievance Redress And Monitoring System

14440 (Toll-free)

complaints@rbi.org.in