Grievance Redressal

At Epsilon Money we put our clients first in our investment approach as we believe firms win only if our clients win. However, given the nature of Insurance policies there could be certain queries and complaints which need to be handled. Here is the procedure a client needs to follow when it comes to addressing a Grievance for an Insurance policy taken by the client from Epsilon Money.

Compliant Registration

• Calling the Helpline Number +91 22 500 54 260 (please add the +91 when dialing especially from a mobile phone)
• Sending us an email with full complaint details on Support@EpsilonMoney.com
• Clients may also visit us at any of our Experience Centers.

Level 1

If issue is not resolve in Level 1 and the client wishes to make a further suggestion or a complaint, since he/she is not satisfied with the decision or has not received any response within 6 working days, he/she may escalate the matter to Grievance Redressal Officer by sending an email with full details of the complaint to
cs.mumbai@epsilonmoney.com The Client can expect a response from us in 1-6 working days.

Level 2

For some reason if the client still feels that we have not been able to resolve the issue to the client’s satisfaction the client shall have an option to escalate it to another level by sending an email with full details of the complaint to the Principal Officer & our Compliance Team at PO_EPSILON@EpsilonMoney.com & compliance@Epsilonmoney.com.
The Client can expect a response from us in 7-14 working days.

If after having followed all Levels of Grievance Redressal, if the client’s issue remains unsolved, the client may approach The Insurance Regulatory Development Authority of India (IRDAI) or visit their website.

Grievance shall be resolved within 14 days of its receipt and the resolution shall be shared in a writing (email/letter). The final resolution communication either offers redressal or rejection of the complaint mentioning the reasons for doing so. The resolution communication also informs the complainant about how he can pursue the grievance further, if dissatisfied. The resolution communication will also inform the customer that the company will regard the complaint as closed if it does not receive a reply within 8 weeks from the date of receipt of response by the insured/policyholder.

To Read the Complete Grievance Redressal Policy please Click Here.