Grievance Redressal Policy

Dreamplug Advisory Solutions Pvt. Ltd

1. Introduction

At the outset do note that, Dreamplug Advisory Solutions Private Limited (“DASPL”) believes in promptly addressing any queries/ customer support requests that are received by us. This Grievance Redressal Policy outlines the process for handling complaints related to our payment aggregation services.

2. Objective

The objective of this framework is as following

  • To establish a structured system for addressing grievances in compliance with IRDAI norms
  • To ensure customer satisfaction through effective complaints management and timely resolution of complaints.
  • To continuously improve our services based on customer feedback.

3. Service Levels

Level – 1

a) Complaints Registration:

You can register your complaint with DASPL customer support by clicking on ‘contact support’ on the CRED App.

b) Resolution of Complaints:

  • DASPL shall take all necessary steps, along with its insurance partners as applicable and required, to address Your grievances within 14 days.
  • Depending on the root cause of the grievance, it is escalated to the respective team for resolution.
  • Customers are encouraged to provide complete details of their grievance, along with relevant documents (if any), in their complaint. However, in case of any trouble faced by the customer in lodging an appropriate complaint, DASPL shall endeavour to provide guidance to the customer in this regard.
Level – 2

In case the customer still has any complaint / grievance, the same may be escalated to:

Email: grievance@daspl.co.in

Address: No. 769 and 770, 100 Feet Road, 12th Main, HAL 2nd Stage, Indiranagar, Bangalore, Karnataka - 560038

Working hours: Mon-Fri 10 am to 7 pm.

Level – 3

If You, the policyholder, do not receive a response within the stipulated time or are dissatisfied with the response provided by DASPL, you may approach the Grievance Redressal Cell of the Policyholders Protection and Grievance Redressal Department of IRDAI through:

General Manager
Insurance Regulatory and Development Authority of India (IRDAI)
Policyholder’s protection & Grievance Redressal Department – Grievance Redressal Cell.
Sy.No.115/1, Financial District, Nanakramguda,
Gachibowli, Hyderabad – 500 032.