LogoSure

Grievance Redressal Process

Last Updated on 12 April, 2025

1. Introduction

Sure (Vittancial Technovations Private Limited) believes that exceptional customer experience is essential to building and nurturing strong relationships with our users. We strive to guide our customers with empathy and compassion. However, differences of opinion may arise, and our customers may express their dissatisfaction through complaints. We view each complaint as an opportunity to demonstrate our commitment to you and as valuable input to improve our products, processes, technology, and people.

To highlight any issues and register a complaint/grievance related to credit reports, consent withdrawal, or any other concerns, we request you to follow the process outlined below.

2. Process of Grievance Redressal

  • Level 1: Customers may raise their complaint through our customer support channels:
  • You will receive an update/response within 48 working hours from the Sure support team.
  • Level 2: If you do not receive a response from Level 1 within 48 working hours, or if you are not satisfied with the resolution provided, you may escalate your complaint to our Grievance Officer by sending an email to grievance@sure.financial.
    • Grievance Officer: Vikas Tarachandani
    • Contact Email ID: grievance@sure.financial
    • Address: The Playce Co-working Space, 17th Floor Marathon Millennium, Lal Bahadur Shastri Marg, beside Nirmal Lifestyle Mall, Mulund West Mumbai 400080, Maharashtra, India
  • You will receive an update/response within 72 working hours from the Grievance Officer.

5. Escalation Matrix

Level 1

  • Response Time: 48 Hours
  • Turnaround Time: 14 Days
  • Contact Person: Satyam Vishwakarma, Product Operations
  • Phone: +91 8425818257,
  • Email: support@sure.financial

Level 2

  • Response Time: 72 Hours
  • Turnaround Time: 30 Days
  • Contact Person: Vikas Tarachandani, Director
  • Email: vikas.tarachandani@sure.financial

Note: We will provide a final response within the specified TAT (Turnaround Time) or explain why additional time is needed to process your request.

4. Credit Information Report Related Grievances

If your concern is related to your Credit Information Report, you may also reach out directly to:

5. Consent Withdrawal

If you wish to withdraw any consent previously given to Sure for processing your personal data, please send an email to support@sure.financial with the subject line "Consent Withdrawal Request" along with your registered mobile number and email ID. We will process your request within 7 working days.

This Grievance Redressal Process is designed to ensure that all your concerns are addressed promptly and effectively. We are committed to providing excellent service and value your feedback.