Last Updated Date: 15/02/2025
Grievance Reporting Channels
Redressal Mechanism for Grievances
Level 1
Online queries via email/Landline/website ticketing
First response time – 4 working days
Resolution Time
- Barns & Bucks Trading Private Limited internal resolution time – 4 working days
- Resolution time does not include time taken by the customer to provide required information/documentation.
- If any case/transaction is linked to other Banks, then the TAT will be dependent on the respective banks /network providers/regulator.
- Helpline available from 10 AM to 6.30 PM (IST) +5:30 GMT from Monday to Saturday (except 2nd and 4th Saturday and Sunday’s week-off).
- In case of additional time required, SwiftPay will inform the customer.
Level 2 (Queries) - Escalation in case of No-response or non-satisfactory response
If the resolution is not provided in Level 1 or the response is unsatisfactory, the customer can escalate the issue.
Grievance Officer:
Barns & Bucks Trading Private Limited,
Jaipur Office: 572 Chestnut Ln, Delhi, DL 110040
Email: support@instanowpay.co.in
Resolution Time
- Barns & Bucks Trading Private Limited internal resolution time – 5 working days
- Resolution time does not include time taken by the customer to provide required information/documentation.
- If linked to Banks, TAT will depend on respective banks/providers/regulators.
- SwiftPay will inform the customer about expected timelines if additional time is needed.
Level 3 (Complaints)
If the issue is not resolved through previous levels, the customer can escalate the complaint to the Nodal Officer.
Nodal Officer:
Barns & Bucks Trading Private Limited,
Email: support@instanowpay.co.in