Eko India Financial Services Private Limited

Customer grievance redressal mechanisms

Level 1
Call us@
Contact us at 0124-438-5445 between 9.30am to 6.30pm on all working days except Government and
Public holidays like:
a. Republic Day – 26th January
b. Independence Day – 15th August
c. Gandhi Jayanti – 2nd October
Agents can contact us at 011-4761-8600 Monday to Saturday from 7.00am to 11pm.
Call charges will be applicable as per tariff plan.
or e-mail us your suggestions / queries / complaints at cs@eko.co.in.
Estimated timeline to address queries, concerns, and complaints
Timelines have been set for every complaint depending upon the investigations which would be
involved in resolving the same.
Here are the estimated timelines at various levels of queries, concerns and escalations
1. First response to a user’s query/ concern – 24 hrs
2. Follow-up queries – 48 hrs
3. Escalated cases – 7 days
4. Customer grievances – 15 days
5. Concern raised to Nodal officer – 15 days
*Users are requested to raise the concern to next level only if they do not get a resolution within the
time frame mentioned above.
This will help us in resolving your concern in a smoother way

Level 2
Email us at ops@eko.co.in
Or write to us at:
Customer Care
Eko India Financial Services Pvt. Ltd.
3rd Floor, Phase 2 Building,
Plot No. 34, Institutional Area Sector 44, Gurgaon-122 003,
Haryana

Level 3
Abhinav Sinha – Nodal Officer @ Eko Money Transfer Service
In case you are not satisfied with the resolution provided by our customer service channels,
you can contact our nodal officer with the service request number at any of the following sources.
1. Nodal Desk- Monday to Friday from 10:00 a.m. to 6:00 p.m
Eko India Financial Services Pvt. Ltd.
3rd Floor, Phase 2 Building,
Plot No. 34, Institutional Area Sector 44, Gurgaon-122 003,
Haryana
2. E-mail us at nodaldesk@eko.co.in; Mobile No.: +91-9654280988
3. You can also write to the Nodal officer at:
Nodal Officer
Eko India Financial Services Pvt. Ltd.
3rd Floor, Phase 2 Building,
Plot No. 34, Institutional Area Sector 44, Gurgaon-122 003,
Haryana