Issue Resolution Hierarchy
Nirwan Fintech Solutions Pvt Ltd · Updated on May 2026
Overview
You deserve complete clarity in all aspects of your purchases, whether for business or personal requirements, regardless of the hour. At Nirwan Fintech Solutions Pvt Ltd, every grievance progresses through a strictly defined “Four-Level Escalation Structure” (4L), which outlines extensive details and clear pathways for our platform users.
If a specific level is unable to close your case or the provided resolution leaves you unsatisfied, the subsequent level takes over immediately. No ticket gets lost, no deadline is left vague, and no customer is required to start over from scratch when escalating a matter.
4L: The Four Levels
L1 Level 1 | Customer Support Handled by: First-line support executives · Turnaround: 24–48 business hours contactus@nifi.world · +91-7860702497 Typical issues: Order tracking, payment confirmations, delivery delays, returns, refunds, and minor site issues |
L2 Level 2 | Senior Support / Team Lead Handled by: Senior executives and team leads · Turnaround: 2–4 business days Request escalation by email — quote your L1 ticket number Typical issues: Repeated L1 failures, stuck refunds or replacements, complex order errors |
L3 Level 3 | Grievance Officer Handled by: Arun Kumar, Grievance Officer · Turnaround: 5–7 business days grievancesredressal@nifi.world · +91-8586884525 (Mon–Sat, 10 AM–7 PM) Typical issues: Policy disputes, unresolved L2 cases, matters needing legal or consumer-protection attention |
L4 Level 4 | Operations Head Handled by: Head of Customer Experience & Operations · Turnaround: Reviewed within 7 business days Typical issues: Cases still open after L3; decisions on compensation, policy changes, vendor discipline |
Final Escalation — CEO / Director
Cause: If your case has progressed through all 4 structural levels and is still unresolved, it is escalated to the CEO or Director directly.
Effect: This top-tier is strictly reserved for rare, genuinely exceptional matters, high-value disputes, cases with legal implications, or incidents affecting the company's standing. Treat it as a structural safety net rather than a route to bypass the primary levels designed to resolve most issues efficiently.
Before You File a Complaint
Adhering to the following habits will keep your case moving swiftly at every level, regardless of your current position in the hierarchy:
- When escalating, provide a short summary stating: what happened, which level handled it previously, and why the case was not closed.
- Provide your Order ID and registered phone number during communications at every level.
- Retain the specific complaint ticket number assigned for each tier.
- Be precise regarding dates and amounts, and refrain from submitting unnecessary details.
- If writing to Level 3 or above, you must always attach screenshots or order receipts.
Every issue raised through this structure is assigned a named owner who is completely accountable for a response within the stated timeframe. If a complaint is not acknowledged or resolved within the required window at any level, we recognize that as a failure on our side—never yours.
Nirwan Fintech Solutions Pvt Ltd: smartest of choice, strongest of voice.