Customer Grievance Redressal Mechanism
Company: Blubble Private Limited
Phone: 080 3702 0360
Email: info@turno.club
Website: www.turno.club
Address: Industrial Plot Bearing No 7-A1, 3rd cross road, Devasandra II phase industrial area, KR Puram Hobli, Bangalore - 560048
1. Objective
Blubble Private Limited ("Company") is committed to maintaining a transparent, fair, and efficient grievance redressal mechanism for its employees, customers, vendors, and stakeholders. This policy ensures a structured process for resolving customer complaints related to financing, credit reporting, and other services provided by Blubble private Ltd. This mechanism is board-approved and reviewed periodically as per the Company's review policy.
2. Scope & Applicability
This grievance redressal mechanism applies to all customer complaints, including but not limited to:
- Loan disbursement and repayment issues
- Credit Report discrepancies as per CIC Regulations, 2006
- Consent-based sharing of Credit Information under CICRA, 2005
3. Grievance Redressal Process
a) Submission of Grievance
Complaints can be submitted through the following channels:
- Email: care@turno.club
- Website: https://www.turno.club
- Customer Helpline: +91-8861012323
- Head Office Address: 7-A1, 3rd Cross Rd, near VR mall, Singayyanapalya, Krishnarajapuram, Bengaluru, Karnataka 560048
- Anonymous complaints may be considered if sufficient details are provided.
b) Acknowledgment & Resolution Timeline
- Complaints will be acknowledged within 3-5 working days.
- The investigation will be completed, and a resolution will be provided within 30 working days.
- If additional time is required, an interim response will be communicated with an expected resolution timeline.
4. Consent Withdrawal Process
Customers who have provided consent for sharing their Credit Information and wish to withdraw it can do so via:
- Email: care@turno.club
- Online Form: Available on the Company's website
- Written Request: Sent to the Grievance Officer
Upon receipt of a valid request:
- The Company will delete stored Credit Information and confirm the action within 7 working days.
- If the request is not actioned, it can be escalated as per the Escalation Matrix below.
5. Escalation Matrix
If the grievance is not resolved within the stipulated time, it may be escalated as follows:
| Sl. | Level | Turn-around time (Working Days) | Name and Designation | Contact Details |
|---|---|---|---|---|
| 1 | Grievance Officer | 7 | Ashikraj | Email: ashik.raj@turno.club |
| 2 | Senior Management | 10 | Varun Das | Email: varun.das@turno.club |
Escalation matrix remains same for both Consent Withdrawal Process and Grievance Redressal Policy.
If any complaint lodged by the borrower against the RE or the LSP engaged by the RE is rejected wholly or partly by the RE, or the borrower is not satisfied with the reply, or the borrower has not received any reply within 30 days of receipt of complaint by the RE, the said borrower can lodge a complaint over the Complaint Management System (CMS) portal under the Reserve Bank-Integrated Ombudsman Scheme (RB-IOS) or send a physical complaint to "Centralised Receipt and Processing Centre, 4th Floor, Reserve Bank of India, Sector-17, Central Vista, Chandigarh - 160017" as per the grievance redressal mechanism prescribed by the Reserve Bank. This information shall be suitably conveyed to the borrower.
8. Board Oversight & Compliance
- The Board of Directors shall periodically review the grievance redressal mechanism.
- A consolidated review report on grievance redressal shall be submitted to the Board at regular intervals.
7. Fair Practices & Customer Protection
- The Company shall ensure that customer data is handled securely and not misused by third parties or outsourced service providers.
- Interest rate policies, loan terms, and recovery practices shall be disclosed transparently to customers to prevent grievances related to excessive charges.
9. Non-Retaliation & Compliance
- The Company strictly prohibits retaliation against any person filing a grievance or consent withdrawal request in good faith.
- All logs related to Consent Capture and Withdrawal will be permanently maintained for verification.
10. Adoption & Review
- This policy shall be reviewed periodically to ensure its effectiveness and compliance with regulatory requirements.
- Any amendments will be approved by the Board of Directors and communicated accordingly.
Contact for Grievances
For any grievances, please contact: Grievance Officer, Turno Private Limited
Email: care@turno.club
Phone: 8861012323
For CIBIL Credit Information Report: TransUnion CIBIL https://www.cibil.com/contact-us-faq
