We deliver a scalable and secure financial digital platform.
We provide only user consented financial data to FIU (Financial Information User) in a secure way to empower individuals and entrepreneurs to achieve financial goals.
PB Financial Account Aggregators Private Limited a company incorporated under the Companies Act, 2013 (hereinafter referred to as “Company,We/Us”) is a Non-Banking Financial Company Account Aggregator (“NBFC-AA”), licensed (In Principal) by the Reserve Bank of India (“RBI”). We hold an ‘in-principal’ approval to perform financial aggregation services (“Services”) on the request of a registered user (“User”) accessing this website (
Our Company is licensed (In Principal) to fetch, aggregate and process data received from one or more Financial Information Providers (“FIPs”) with your explicit consent and share this data with Financial Information Users (“FIUs”).
This Citizen’s Charter (hereafter referred to as “Charter”) maintains transparency with its Users. The Charter provides for the rights of Users and ensures that Company will provide Services in consonance with guidelines laid down by the RBI from time to time.
This Charter represents our ongoing efforts to focus on the commitment of the Company towards our Users in respect of service standard, non-discrimination, accessibility, grievance redressal etc.
This Charter is published in accordance with the provisions of the Non-Banking Financial Company - Account Aggregator (Reserve Bank) Directions, 2016 that require publishing a Citizen’s Charter on the Website and Application of the Company.
Our Company is committed to the protection of the rights of its Users and will on a best efforts basis endeavour to address any and all grievances at the earliest possible.
Our Company shall provide Services to a User based on the User’s explicit consent and will ensure that User’s consent is undertaken in line with the guidelines issued by the RBI from time to time.
Our Company will provide a functionality available to the Users to revoke their consent for accessing information that is rendered accessible by a consent artefact.
Our Company will ensure that it has entered into appropriate User agreements with the User, FIPs and FIUs to provide Services to the Users.
Our Company will undertake business as per the guidelines issued by the RBI and other applicable guidelines from time to time.
Our Company will not retain any financial information of the User and will ensure that User credentials (like passwords, PINs, private keys), which may be used for authenticating Users by the FIPs shall not be stored, accessed or requested by Us.
Our Company will not use the services of a third-party service provider for undertaking the business of account aggregator.
Our Company will not access, transfer, share or retrieve information or User data that it may come to acquire from/ on behalf of a User without the explicit consent of the User.
Our Company will ensure that in the event of any difference in the position of financial information in the statement generated by/from Our Company and the records of the FIP, the position as reflected in the records of the FIP shall be considered as correct.
Our Company will ensure that the Users are treated fairly at all times and will ensure that the Information Technology (“IT”) infrastructure of the Company adheres to relevant laws and regulations in letter and spirit. Our Company shall adopt the required IT framework and interfaces to ensure encrypted data flows from the FIPs to our own systems and onwards to the FIUs. Further, We shall adopt adequate safeguards in the IT systems to ensure that the information provided and stored is protected against unauthorised access, alteration, destruction, disclosure or dissemination of records and data.
Our Company will ensure appropriate measures to be taken to prevent loss of data due to disasters or any such natural calamities, and thereby strive to adopt an effective disaster risk management/business continuity plan.
Our Company will ensure that information system audit of the internal systems and processes to be in place and to be conducted at least once every two years by Cybersecurity and Infrastructure Security Agency certified external auditors.
Our Company will ensure that complaints raised by Users will be dealt with courtesy and in a timely manner.
Our Company undertakes that it will act fairly and reasonable in all its dealings & the Services will be provided in compliance with applicable laws as amended from time to time.
Our Company will at all times comply with applicable laws in relation to consumer protection, data protection, intermediary guidelines, and all regulations as may be applicable & being notified by the RBI.
Our Company will operate a secure and reliable services.
Our Company will deal quickly and sympathetically with customer grievances arising due to errors, delay in handling customer related issues, or on account of problems arising due to technology failure.
Consent based - Your personal information will be collected, processed and transferred with your explicit consent only as recorded in the consent artefact. the Company will at all times honour your requests to revoke, pause and cancel your consent. You will have the right to modify the contents, duration and classes of data contained in your consent. the Company will ensure that such requests are addressed in real time and without undue delay. Right to review Logs - You will have the right to review the logs of requests, consent and revocations made by you through the Application. the Company will maintain privacy and confidentiality of the customers’ personal information except;
Rights in relation to Sensitive Personal Information: Please refer to Our Privacy Policy for details on exercising your rights in relation to your sensitive personal information.
Non-use of information: The Company will never sell, rent, trade or otherwise commercialise your personal information. Your financial information is not stored by us or decrypted by us at any time.
Security: We use industry leading solutions around anti-virus, anti-malware, intrusion prevention systems, intrusion detection systems, file integrity monitoring, application control, application and audit log aggregation, and automated patching. We also implement robust security procedures to protect customer information.
Right to fair treatment: the Company does not discriminate between Users on the basis of gender, age, religion, caste, and physical ability or any such other parameter while providing its Services. However, such services shall not be provided to a Minor (anyone with age less than 18 years).
Right of transparent, fair and honest dealing: The Company will provide Users with clear information about its Services, terms and conditions, and service charges in simple and easily understandable language, and with sufficient information so that the User could be reasonably expected to make an appropriate choice to register with us.
We recommend you to read and understand the terms and conditions or the respective policies of your approved FIPs and FIUs prior to sharing your consent for transfer of information between them. Any rights against FIPs or FIUs must be exercised against these entities. The Company will provide reasonable assistance to you on a case to case basis, in the event any assistance is required from us.
Right to grievance redressal: The Company is responsible for all the Services offered by it a. The Company will address all complaints in relation to the Servicesin line with Grievance Redressal Mechanism’ as laid out by Us.
Feedback or Queries: We are always open to feedback on the improvement of the Services and customer experience. Please reach out to us at …………………for any suggestions or queries regarding the rights specified under this charter.
The User must ensure that all the information submitted to the Company is true and authentic.
The User must carefully read all the terms and conditions of the Company for obtaining any Service, with the necessity to identify any fees or any other liabilities or obligations laid down on the User.
The User must provide correct information as and when required by the law.
The User must immediately inform the Company of any unauthorized transaction/activity made on his/her account.
The User must comply with the procedures for submitting a complaint, including the grievance redressal measures.
The User must be cautious and vigilant in maintaining the confidentiality of the information provided to the Company and must ensure the data security and privacy of his/her any information relevant to transactions/activities with the Company. Further, the User shall not disclose such information to any third party in order to safeguard the User’s own interest.
PB AA has adopted a Grievance Redressal Policy (“Policy”) that sets processes and timelines for handling complaints and grievances. The Policy is displayed on PB AA’s Website.
PB AA shall provide the necessary support to you with regard to any grievances/complaints about the Services. All support shall be provided through email. For any support or help please send email to support@pbfintechaa.com
PB AA shall ensure that all customer grievances/complaints shall be addressed and resolved no later than one month from the date of receipt of such grievance/complaint.
In case the resolution by PB AA is unsatisfactory, you may appeal to the Reserve Bank of India. You are at liberty to approach any court of competent jurisdiction, authority or forum for grievance redressal at any time.
Escalation Matrix for Customer Grievance Redressal
| Level 1 | Support Team Name: Support Team Email: support@pbfintechaa.com |
| Level 2 | Grievance Officer Name: Ranjeet Kumar Jha E-mail: ranjeet@pbfintechaa.com |
All complaints will be acknowledged by us within 3 working days and final reply on the action taken will be communicated within 7 working days.
We are committed to constantly improving the services being offered under the Charter.