Complaints And Disputes
All Customer Complaints shall be handled free of charge by Edufi and may be submitted to Edufi through the below listed contact details:
Customer Complaints
In case your complaint has not been properly redressed by EudFi, you may lodge your complaint with the Securities and Exchange Commission of Pakistan (SECP). However, please note that SECP will entertain only those complaints which were at first directly requested to be redressed by Edufi and Edufi has failed to redress the same. Further, the complaints that are not relevant to SECP’s regulatory domain/competence shall not be entertained by the SECP.
Customer Guide for Complaints Handling by Edufi Financial Services Private Limited
Complaint Guide
All customer complaints are important for Edufi, and we aim to resolve all complaints expediently, in accordance with the applicable law and recognized industry standards. Although all complaints are handled individually, below is a detailed guide for our customers to understand the complaint handling procedure of Edufi (i.e Grievance Redressal Mechanism ).
Who can complain to Edufi?
Any person who has obtained any finance facility from Edufi and/or any person who has a business relationship with Edufi including a customer, borrower or co-signer.
What mode of communication should be used to submit customer complaints to Edufi?
Edufi aims to accommodate customer complaints received through any of the following modes of communication:
- Audio Call
- Complaint form on our Website or Mobile App
- Short Messaging Services
- Courier
However, we recommend all customer complaints to be sent to Edufi via email.
Will the customer be issued a complaint number by Edufi?
Edufi shall assign a complaint number to all complaints received from a customer.
What mode of communication shall be used by Edufi to acknowledge a customer complaint?
Edufi may send an acknowledgement for receipt of customer complaints via any of the following modes of communication:
- Audio Call
- Short Messaging Services
- Courier
However ordinarily, Edufi aims to respond to customer complaints via email or audio call.
When will the customer receive an acknowledgement for a customer complaint?
One (1) Working Day
Edufi aims to send an acknowledgement for receipt of the customer complaint to the customer after a period of (1) working day from receipt of the complaint. However, if a complaint is received by Edufi after working hours or on a non-working day, the acknowledgement shall be sent to the customer on the second working day after the date of receipt of the complaint by Edufi.
When will the customer receive a reply for a customer complaint?
15 working days.
Complaints which require detailed scrutiny:30 working days.
Will the customer receive an "interim reply" if a customer complaint requires detailed scrutiny?
In case a complaint requires detailed investigation, Edufi aims to within a period of five (5) working days inform the customer via an "interim reply" that the scrutiny of the matter requires more time.
Interim reply shall include a brief description of the scrutiny required and the expected time required for generating a final reply.
What happens if a customer does not receive an acknowledgment, interim reply or final reply in the above listed time period?
If Edufi does not provide an acknowledgment, interim reply or final reply to the customer (as applicable) in accordance with the above-listed time periods, the customer has the right to escalate the complaint to the Complaints Supervisor of Edufi.
Instructions for complaint escalation:
Upon expiry of the above-listed timelines, the customer should call or email our complaints helpline and request for escalation of their complaint to the Complaints Supervisor.
Subsequently, Edufi shall mark the complaint as a high priority and escalate the complaint to the Complaints Supervisor.
What happens if the customer is not satisfied with the final reply of a complaint?
If a customer is not satisfied with the "final reply" provided by Edufi relating to a complaint, the customer has the right to lodge the complaint with the Securities and Exchange Commission of Pakistan ("SECP") at https://sdms.secp.gov.pk/~sdmsadmn/
**Please note that SECP shall not entertain any complaint unless the customer has utilized the grievance redressal mechanism provided by Edufi.