{"id":68,"date":"2026-06-02T12:07:39","date_gmt":"2026-06-02T12:07:39","guid":{"rendered":"https:\/\/vittagate.com\/?page_id=68"},"modified":"2026-06-02T19:11:39","modified_gmt":"2026-06-02T19:11:39","slug":"grievance-policy","status":"publish","type":"page","link":"https:\/\/vittagate.com\/index.php\/grievance-policy\/","title":{"rendered":"Grievance Policy"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\"><strong>FINOGENIX PAY TECHNOLOGIES PRIVATE LIMITED<\/strong> (hereinafter referred to as \u201c<strong>VittaGate<\/strong>\u201d), having its registered office at <strong>A-25, Sector-3, Gautam Buddha Nagar, Noida, Uttar Pradesh, India, 201301<\/strong>, provides innovative payment solutions including payment aggregation and gateway services.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">1. Contact &amp; Corporate Information<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Brand Name<\/strong>: VittaGate<\/li>\n\n\n\n<li><strong>Company Name<\/strong>: FINOGENIX PAY TECHNOLOGIES PRIVATE LIMITED<\/li>\n\n\n\n<li><strong>Registered Office<\/strong>: A-25, Sector-3, Gautam Buddha Nagar, Noida, Uttar Pradesh, India, 201301<\/li>\n\n\n\n<li><strong>Contact Number<\/strong>: 7881103466<\/li>\n\n\n\n<li><strong>Primary Email<\/strong>: Payfinogenix@gmail.com<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">2. Grievance Redressal &amp; Escalation Matrix<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Merchants or Customers having any query, feedback, or complaint pertaining to transactions processed via <strong>VittaGate<\/strong> may use the following escalation channels:<\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Level 1: Customer Support<\/strong><\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Action<\/strong>: Visit the VittaGate Support Page and refer to the FAQs or file a ticket.<\/li>\n\n\n\n<li><strong>Website<\/strong>: <a href=\"https:\/\/www.google.com\/search?q=https:\/\/www.vittagate.com\/support\" target=\"_blank\" rel=\"noreferrer noopener\">https:\/\/www.vittagate.com\/support<\/a><\/li>\n\n\n\n<li><strong>Response TAT<\/strong>: The support team shall respond within <strong>10 business days<\/strong> from the date of receipt.<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Level 2: Internal Escalation<\/strong><\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Action<\/strong>: If the resolution provided in Level 1 is unsatisfactory, the Merchant\/Customer can escalate via email.<\/li>\n\n\n\n<li><strong>Email<\/strong>: Payfinogenix@gmail.com<\/li>\n\n\n\n<li><strong>Response TAT<\/strong>: <strong>5 business days<\/strong>.<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Level 3: Nodal Officer (Grievance Officer)<\/strong><\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Action<\/strong>: If the grievance remains unresolved, contact the appointed Nodal Officer.<\/li>\n\n\n\n<li><strong>Nodal Officer<\/strong>: Rajiv Moti<\/li>\n\n\n\n<li><strong>Address<\/strong>: A-25, Sector-3, Gautam Buddha Nagar, Noida, Uttar Pradesh, India, 201301<\/li>\n\n\n\n<li><strong>Email<\/strong>: Payfinogenix@gmail.com<\/li>\n\n\n\n<li><strong>Response TAT<\/strong>: <strong>5 business days<\/strong>.<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Level 4: RBI Integrated Ombudsman<\/strong><\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Action<\/strong>: If the complaint is not resolved within <strong>30 days<\/strong> of filing with VittaGate, you may approach the RBI Ombudsman.<\/li>\n\n\n\n<li><strong>Portal<\/strong>: <a href=\"https:\/\/www.google.com\/search?q=https%3A%2F%2Fcms.rbi.org.in%2F\" target=\"_blank\" rel=\"noreferrer noopener\">https:\/\/cms.rbi.org.in\/<\/a><\/li>\n\n\n\n<li><strong>Toll-Free Phone<\/strong>: 14448<\/li>\n\n\n\n<li><strong>Address<\/strong>: Centralised Receipt and Processing Center, Reserve Bank of India, 4th Floor, Sector 17, Chandigarh, PIN \u2013 160017.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">3. Record Keeping &amp; Security<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Retention<\/strong>: Records of customer complaints are maintained for at least <strong>five years<\/strong> after the business relationship ends.<\/li>\n\n\n\n<li><strong>Security Standards<\/strong>: <strong>VittaGate<\/strong> adheres to international standards including <strong>ISO\/IEC 27001:2022<\/strong>, <strong>PCI-DSS v4.0.1<\/strong>, and <strong>SOC 2 Type 2<\/strong>.<\/li>\n\n\n\n<li><strong>System Audits<\/strong>: Regular information system audits are carried out by <strong>CERT-In<\/strong> empanelled auditors as required by law.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>FINOGENIX PAY TECHNOLOGIES PRIVATE LIMITED (hereinafter referred to as \u201cVittaGate\u201d), having its registered office at A-25, Sector-3, Gautam Buddha Nagar, Noida, Uttar Pradesh, India, 201301, provides<span class=\"excerpt-hellip\"> [\u2026]<\/span><\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-68","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/vittagate.com\/index.php\/wp-json\/wp\/v2\/pages\/68","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/vittagate.com\/index.php\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/vittagate.com\/index.php\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/vittagate.com\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/vittagate.com\/index.php\/wp-json\/wp\/v2\/comments?post=68"}],"version-history":[{"count":2,"href":"https:\/\/vittagate.com\/index.php\/wp-json\/wp\/v2\/pages\/68\/revisions"}],"predecessor-version":[{"id":106,"href":"https:\/\/vittagate.com\/index.php\/wp-json\/wp\/v2\/pages\/68\/revisions\/106"}],"wp:attachment":[{"href":"https:\/\/vittagate.com\/index.php\/wp-json\/wp\/v2\/media?parent=68"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}