Grievance Redressal Policy
TrucksUp – Customer Support for All Products & Services
At TrucksUp, we are committed to delivering reliable, transparent, and customer-first services across all our offerings, including Vehicle Finance, Insurance, FASTag, Fuel Cards, GPS/Telematics, Buy/Sell Trucks through TrucksHub, Kavach Verification Services, and other future products.
Resolving customer concerns in a timely and structured manner is central to building trust and long-term relationships.
1. Scope of the Policy
This policy applies to grievances related to all services offered by TrucksUp, including but not limited to:
- Vehicle Loan & Finance
- Insurance Services
- FASTag Issuance & Support
- Smart Fuel Cards
- GPS/Telematics Solutions
- TrucksHub (New & Used Vehicle Buy/Sell)
- Kavach Services (Verification, Claims Assistance, etc.)
- Any additional services introduced in the future
2. How to Raise a Grievance
Customers can raise a complaint through any of the following channels:
- 📞 Call Center (24×7): +91-7070327070
- 📧 Email: support@trucksup.com
- 🌐 Website: www.trucksup.com/grievance
- 📱 In-App Support: Available via the TrucksUp mobile app
Please include the following details while submitting a grievance:
- Product/Service Name
- Reference or Registration Number (if applicable)
- Brief Description of the Issue
3. Grievance Handling & Resolution Timelines
| Stage | Action | Timeline |
| Initial Response | Acknowledgement of grievance | Within 24 working hours |
| Level 1 – Resolution | Review and resolution by Customer Support | Within 5 working days |
| Level 2 – Escalation | Review by Grievance Redressal Officer | Within 10 working days |
4. Escalation Matrix
If your issue remains unresolved after Level 1, you may escalate it to:
Grievance Redressal Officer
Name: Laxmi Narayan
📧 Email: grievance@trucksup.com
📞 Phone: +91-7903359588
*Please include the original complaint reference while escalating.*
5. Partner-Level Escalation
For services provided through partner organizations, you may escalate your issue through their respective grievance redressal systems. TrucksUp will assist in facilitating such escalations where possible.
| Financier | Terms Of Use | Grievance Office |
|---|---|---|
| Shriram Finance Limited | https://www.shriramfinance.in/lending-service-provider | Mr. Vasanthkumar KDigital Grievance Redressal Officer Shriram Finance Limited 12 Ramasamy Street, T Nagar, Chennai 600 017. Telephone: 044-46068200 Email: support@shriramfinance.in |
6. Policy Review and Compliance
TrucksUp regularly reviews this policy to ensure its effectiveness and alignment with applicable regulations and partner commitments. All complaints and their resolutions are documented and periodically reviewed to improve service quality.
Our Commitment
At TrucksUp, customer satisfaction is our top priority. We are dedicated to resolving your concerns promptly, fairly, and transparently — because your trust drives us forward.