It is the Company’s constant endeavour to put customers interest first and to provide with financial solutions that are right for the customers. In keeping with its promise, the Company looks forward to receiving both positive and negative feedback from the customers on its products and services.
The grievances of the customers will be redressed in the following manner:
(a) The customer can register grievances through email id and toll free number provided at the Company’s branches / Head Office / website and at any other place where the business of the Company is transacted.
(b) After examining the matter, the Company will endeavour to send the customer its response expeditiously and intimate the customer how to escalate the complaint to higher level, if he is not satisfied with the response.
(c) The customer has to confirm whether the grievance has been resolved to his / her satisfaction or not. The grievance will be deemed to be closed, if the customer does not respond via toll free number or email.
(d) At all branches / Head Office / any other place where the business of the Company is transacted, notice will be put up informing the customers about the Customer Care Executives, Escalation Mechanism and the Grievance Redressal Officer (including the name and contact details responsible for logging and resolving the grievances) who can be approached by the public for resolution of complaints against the Company.
(e) If the grievance is not redressed within one month from the date of receipt of the grievances, the customer may appeal to: The Officer In Charge, Department of Non-Banking Supervision (State of Maharashtra and State of Goa), Reserve Bank of India, Garment House, Dr. Annie Besant Road, Worli, Mumbai – 400 018 Tel: 022-24931214 / 022-24939321. Email id: firstname.lastname@example.org
. The complete contact details of such Officer of the Reserve Bank of India shall be provided at all branches / Head Office / any other place where the business of the Company is transacted.
(f) The Company shall also request the customer to provide feedback on the services rendered. This can be done through direct contact by staff or through specific customer satisfaction surveys that may be conducted from time to time.
(g) A periodical review of the Fair Practices Code and the functioning of the Grievances Redressal Mechanism at various levels of management would be undertaken by the Company and a consolidated report of such reviews shall be submitted to the Board of Directors of the Company, at regular intervals in a manner as prescribed by the Board from time to time.