GRIEVANCE & COMPLAINTS

In case of complaints/ grievances, kindly follow below matrix:

Escalation Level	Composition	TAT
5th Level	Arbitration	All those matters which are not resolved up till 4th level to the satisfaction of stakeholders would be presented and escalated to 5th level
4th Level	COO	3 working days from escalation from 3rd level. All queries escalated after 2PM on each working day would be reverted in maximum 2 working days from subsequent day
3rd Level	M1xchange Compliance Manager / Head*	2 working days from escalation from 2nd level. All queries escalated after 2PM on each working day would be reverted in maximum 2 working days from subsequent day
2nd Level	M1xchange Anchor BD Manager	2 working days from escalation from 1st level. All queries escalated after 2PM on each working day would be reverted in maximum 2 working days from subsequent day
1st Level	Customer support desk	2 working days. All queries escalated after 2PM on each working day would be reverted in maximum 2 working days from subsequent day
Self Help	MIS for Buyer / supplier and Financier