We at WealthRhino believe that Client service is an important element for the growth of business and we want to ensure that our Client’s experience “Client Delight” across different touchpoints of WealthRhino. Client queries and complaints constitute an important voice of the client, and this policy details grievance handling through a structured grievance redressal framework.
Grievance Redressal Mechanism
Clients are required to approach WealthRhino directly to register a complaint through any of the touchpoints mentioned below, and in the normal course can expect a response within 2 business days of raising the issue.
Level 1
If a Client has any grievances/complaints, the Client can send an email on support@wealthrhino.pro
Level 2
If the Client’s issue is unresolved after a period of 7 days from the date of first raising the issue at Level 1 or if the Client is not satisfied with the response provided at Level 1, the Client may, post completion of a 7 day period from the date of first raising the issue at Level 1, write to the Compliance/Grievance Officer on support@wealthrhino.pro
Note: If any query/ compliant requires additional time, WealthRhino will inform the Client the reason for the delay and provide expected timelines for resolution of the issue raised.
Level 3
If the Client’s issue is unresolved for a period of 7 days after the Client reaches out to the Compliance/Grievance Officer as provided in Level 2, the Client may write to the Director of WealthRhino on samir@wealthrhino.pro
Level 4
If the Complaint is not resolved at Level 3 within a period of 7 days from the date of such issues first being raised at Level 3, or if the client is not satisfied with WealthRhino’s grievance redressal, the client may, after completion of 7 days after the issue was first raised at Level 3, approach SEBI at www.scores.gov.in
WealthRhino Intellivest Private Limited (Company) believe that Client service is an important element for the growth of Business, and we want to ensure best Clients experience while using our products and services. To ensure that the companys grievance redressal mechanism is more meaningful and effective, this system has been set up to analyze and solve all customer grievances real-time and take appropriate action so to avoid their occurrence in the future.
We try to ensure that the redressal sought is just and fair and is permissible within the given framework of rules and regulation.
SCOPE
The policy shall cover all the complaints/grievances received from the policy holder/ its nominee/beneficiary/authorized person (with the written consent of the policy owner). The company will not accept any complaint from third party, agencies on behalf of the customer unless we have written consent from the policy holder.
Grievances received from consumer forums, ombudsman office or court will be dealt separately by the legal team. Inquiry or Request are not covered under this policy.
Complaint Redressal Process
If you have a grievance that you wish to redress, you may contact us with the details of your grievance through:
Step 1: Channel for communication
Email: support@wealthrhino.pro
All grievances will be given acknowledgment receipt within 05 days of the receipt of complaint.
Based on type of grievance the company shall exercise all efforts to address the same within 30 days from the date of the receipt of complaint.
Step 2: Escalation Matrix
Level 1: In case your concerns remain un-addressed for 30 days, you may escalate the matter to our Grievance Officer at the following email address: grievance@wealthrhino.pro
The grievance officer will strive to resolve your grievance within 7 working days of receipt of the escalation request.
Level 2: If still not satisfied after level 1. You may escalate the matter to the Principal Officer of the Company at @wealthrhino.pro
Level 3: If after having followed Level 1 and Level 2 your issue remains unsolved, you may approach to Insurance Regulatory and Development Authority https://www.policyholder.gov.in/report.aspx#
