Grievance Redressal Policy

SmallPocket (operated by Mirpur Microfinance Federation) is committed to providing excellent customer service and ensuring that all customer grievances are addressed promptly, fairly, and effectively. This policy establishes a structured process for redressal of customer complaints.

You can reach us through any of the following channels:

• Email: grievance@smallpocket.in
• Phone: 7428256363
• Address: B-09, Lower Ground Floor, ITL Twin Tower, Netaji Subhash Place, Pitampura, Delhi – 110034
• Working Hours: Mon – Sat, 10:00 AM to 6:30 PM

In accordance with applicable regulations, we have appointed a Grievance Redressal Officer (GRO) to handle escalated complaints:

• Acknowledgement of complaint: Within 24 hours of receipt
• Resolution of complaint: Within 7 working days
• Complex or investigation-requiring complaints: Within 30 days

If you are not satisfied with the resolution provided at Level 1, you may escalate your complaint to the Grievance Redressal Officer within 15 days of receiving the response. If still unresolved, you may approach the relevant regulatory authorities.

We are committed to treating all customers fairly, without discrimination. All complaints will be handled with confidentiality and in accordance with applicable laws and regulations.

Legal Name: Mirpur Microfinance Federation
GSTIN: 07AAKCM6648M1ZR
Address: B-09, Lower Ground Floor, ITL Twin Tower, Netaji Subhash Place, Pitampura, Delhi – 110034