Grievance Redressal Procedure (Tide Expense Card)
Customer complaints represent a vital channel for customer feedback, and Tide has developed this Grievance Redressal Procedure ("Procedure") to establish a systematic framework that aims to minimize customer grievances and facilitate their efficient resolution through a robust redressal mechanism.
Redressal Procedure
Upon receiving the complaint at each level, the member will receive an acknowledgement within 2 (Two) working days. Once the complaint is successfully resolved, a closure notification will be sent to the member from Tide. Customer complaints represent a vital channel for customer feedback, and Tide has developed this Grievance Redressal Procedure ("Procedure") to establish a systematic framework that aims to minimize customer grievances and facilitate their efficient resolution through a robust redressal mechanism.
Level 1
Members can contact Tide Member support team to seek resolution to their queries, 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: 011-40789090 (10:00 am to 7:00 pm)
Postal Address: 3rd Floor, Videocon Tower, Jhandewalan Extension, New Delhi- 110005
Level 2
Members who do not receive any resolution within 7 days or within the resolution time communicated by the team or if the members are not satisfied with the resolution provided by the Member support team/In-app support at Level 1, may escalate the matter preferably via email or letter to the Grievance Redressal Officer at Tide:
The details of the Grievance Redressal Officer are as follows:
Name of the Grievance Redressal Officer: Mr. Dicky Singh
Email id: Grievanceindia@tide.co
Contact Number: 011-40789090 (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.
Level 3 (PPI Issuer)
In case of non-satisfactory resolution received from Grievance Redressal Officer at Tide (as explained in Level 2), members can reach out to Grievance Redressal Officer at Transcorp (PPI Issuer):
Name of the Grievance Redressal Officer: Mr. Deepak Ahooja
Email id: support.ppi@transcorpint.com
Contact Number: 7597182222
Address: Transcorp International Limited Plot No. 3, HAF Pocket, sector 18A, Dwarka, Phase-II, New Delhi -110075
Level 4
If your grievance remains unresolved, or if there is no response or if you are not satisfied with the response of the Grievance Redressal Officer within 30 days of making the complaint, you may contact the Banking Ombudsman at https://cms.rbi.org.in/, or send a physical complaint to “Centralised Receipt and Processing Centre, 4th Floor, Reserve Bank of India, Sector-17, Central Vista, Chandigarh - 160017” as per the grievance redressal mechanism prescribed by the Reserve Bank. A copy of the scheme as posted on the RBI website can be found here