Grievance Redressal Policy

Sikka is used as a trading name & the Sikka Platform has been developed by PENNY FIN-TECH SOLUTIONS Private Limited ((referred to, including its affiliates, as "We"/ "Us"/ “Company”), a company incorporated under the Companies Act, 2013 with its registered office at B-18/11, DLF Phase 1, Sikanderpur Ghosi, 2nd Floor, DLF Phase 1, Gurugram, Gurugram, Haryana, 122002 India.

"You" means the Customer.

This policy details complaint handling through a structured grievance redressal framework. Complaint redressal is supported by review mechanism, to minimize the recurrence of similar issues in future. Our grievance policy has been designed to resolve your grievances in an efficient manner, while treating You most fairly and courteously. Our endeavor at all time is to provide You with a seamless experience while transacting via Sikka Platform.

We value this relationship with you and will strive to offer the best experience making sure all your grievances are timely attended to and duly addressed.

Our redressal mechanism in order;

Procedure –

We have formulated an escalation matrix to ensure that Your Concerns Are routed and addressed by the right team. You are requested to read and understand the below escalation matrix to ensure a timely redressal of Your concern.

Level 1

  1. Complaints Registration:

    • We offer customer support service during 10 am to 6pm from Monday to Friday except public holidays

  2. Resolution of Complaints:

    • We aim to resolve Your complaints/queries within 7 business days.

    • Resolution of Your complaint may get delayed due to operational or technical reasons. In such a scenario, You will be proactively informed of the timelines during which Your complaint will be addressed.

    • In a few scenarios, while the resolution to a complaint is instant, it may take time for it to get reflected in the system. Please note that some delays are attributable to banking and other operational issues and may have inter dependency on our partners for a resolution.

    • Complaints related to ‘fraud and risk assessment’ often take longer to investigate due to the involvement of multiple agencies. The resolution time in such cases is dependent on the severity and complexity of the case. You shall be proactively informed of the timelines in such cases.


      Users are proactively informed of delays if any, in the resolution. Escalation of Complaints to Level 2, if User is not satisfied.

Level 2

Complaints Registration: In accordance with the Information Technology Act, 2000 and rules made thereunder, the name and contact details of the Grievance Officer is provided below. Register a complaint with our Nodal/ Grievance Redressal Officer. The contact details of the Nodal Grievance Redressal Officer are

Name: Jyoti Modi


Resolution of Complaints:

  • We are committed to providing a first response within 2 business days of receiving the complaint.
  • We aim to resolve all Level 2 complaints within 7 business days. Any delay in the resolution time shall be proactively communicated to you.

Customer Responsibility on Limited Liability.

  • Customers must take appropriate measures to safeguard their accounts by using strong Passwords and Pins, which need to be changed at regular intervals. Pins/ Passwords and OTP must not be shared with anyone via email/telephone including employees of Sikka. Sikka will never ask for such credentials.

  • Customers must update their mobile numbers and emails regularly with Sikka to keep the information up to date and receive ongoing alerts.

  • Customers must mandatorily register for SMS alerts and email alerts (wherever applicable) for electronic payment transactions.

  • Customers Need to monitor transactions regularly, either from the SMS alerts through the Sikka Platform to identify any unauthorized transaction.

  • It is the responsibility of the customer to promptly report any unauthorized transaction on the account to Sikka, ensuring that there is no delay in reporting.

  • At all points in time, in all situations and irrespective of the cause, liability ofSikka shall be limited to the amount of funding that has been facilitated to You via Sikka Platform.


For all grievances against the Lender, kindly refer to the Grievance Redressal Policy link below:


Name of the Lender

Link to the Site


Moneybox Finance Ltd


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