Grievance Redressal Procedure - Others
Tide has established a standardized grievance redressal procedure applicable to all its users, and members, as outlined in its grievance Procedure. To highlight such instances and register a complaint/ grievance related to all the services other than CIBIL Score, Loans and Tide Expense Card.
Level 1
Members can contact Tide Member support team to seek resolution to their queries, to share feedback or to log a grievance/complaint or concern on any of the below provided channels:
Modes of Lodging a Complaint
In-app Chat: Available through the tide mobile application.
Email: indiasupport@tide.co
Member Support Helpline: 011-64891216 (10:00 am to 7:00 pm)
Postal Address: 3rd Floor, Videocon Tower, Jhandewalan Extension, New Delhi- 110005
Level 2
In case a customer doesn't receive a response from Level 1 within 24 working hours then the customer may raise his/her complaint to the supervisor by sending an email to supervisor@indialends.com and the customer will receive the update/response within 24 working hours.
Member Support Supervisor
Contact Email ID: indiamssupervisor@tide.co
Postal Address: 3rd Floor, Videocon Tower, Jhandewalan Extension, New Delhi- 110005
Upon receiving the complaint at each level, the customer will receive an acknowledgement email within 2 working days. Once the complaint is successfully resolved, a closure email will be sent to the customer from Tide.
Level 3
Members who are not satisfied with the resolution provided by the Member support team may escalate the matter preferably via email or letter to the grievance redressal officer.
The details of the Grievance Redressal Officer are as follows:
Name of the Grievance Redressal Officer: Dicky Singh
Email id: Grievanceindia@tide.co
(10:00 am to 7:00 pm, Monday to Friday except National Holidays).
Postal Address: 3rd Floor, Videocon Tower, Jhandewalan Extension, New Delhi- 110005
The Grievance Redressal Officer shall make every reasonable effort to address the grievance within a period of 5 (five) working days from the date of escalation to GRO. However, there may be cases where GRO is unable to resolve a complaint by the close of the 5 business days following receipt of the complaint (for example, where further evidence may be required, or there is a need to investigate the particular circumstances or engage with third party suppliers). In case additional information is required from the complainant, the period of 5 business days will be considered from the receipt of additional information sought from the member.