Grievance Redressal
If something has gone wrong, we would rather hear it from you than not hear it at all. This page sets out exactly how to raise it and what happens next.
Regulatory and policy documents are published in English, which is the version of record.
Status of this document
Published in draft. This Grievance Redressal Policy sets out the standards we hold ourselves to and follow in practice today. It has not yet been formally adopted by the Board of Directors, and this page will say so until it has. We publish it in draft rather than not at all, because a borrower is better served by knowing our position than by an empty page.
Not yet confirmed. The date on which this policy was last reviewed, and the name and direct contact details of the Grievance Redressal Officer, are published here once they have been confirmed. Until then we do not print them.
Level 1. Raise it with the office
Speak to any member of our staff at Heeraa Mansion, or write to us. Most matters are resolved at this stage, usually the same day.
- In person: Heeraa Mansion, No. 20, General Muthiah Mudali Street, Sowcarpet, Chennai 600 079. Monday to Saturday, 10:00 to 18:00.
- Email: pcn@heeraafinancials.com
Not yet confirmed. A telephone number for complaints is published here once the line is confirmed. Until then we do not print one.
Please quote your loan account number and describe the issue and the outcome you are seeking. We will acknowledge your complaint and give you a reference.
Level 2. Grievance Redressal Officer
If your complaint is not resolved at Level 1, or you are not satisfied with the resolution, escalate it to our Grievance Redressal Officer.
- Address: Heeraa Mansion, No. 20, General Muthiah Mudali Street, Sowcarpet, Chennai 600 079
The Grievance Redressal Officer will examine the matter independently and respond to you in writing. We aim to resolve complaints at this level within thirty days of receipt.
Level 3. RBI Ombudsman
If your complaint is not resolved within thirty days, or if you remain dissatisfied with our response, you may approach the Reserve Bank of India under the Reserve Bank - Integrated Ombudsman Scheme, 2021.
Reserve Bank of India. Centralised Receipt and Processing Centre
4th Floor, Sector 17, Chandigarh 160 017
Online: cms.rbi.org.in · Toll-free: 14448 · Email: CRPC@rbi.org.in
Please verify these Ombudsman details against the current RBI website, as RBI updates them from time to time.
A copy of the Integrated Ombudsman Scheme and the name and contact details of the Ombudsman under whose jurisdiction our registered office falls are displayed at our office as required.
What we will do
| Stage | Our commitment |
|---|---|
| Acknowledgement | Within 3 working days of receiving your complaint |
| Level 1 resolution | Target: within 7 working days |
| Level 2 resolution | Within 30 days of escalation |
| If we need longer | We will tell you why, and give you a revised date |
| Record | Every complaint is logged and reported to the Board periodically |
Complaints about recovery conduct
We take complaints about the conduct of recovery staff or agents particularly seriously. Our Fair Practices Code prohibits calling at odd hours, intimidation of any kind, approaching neighbours or relatives to apply pressure, and the use of muscle power. If any of this has happened to you, please report it directly to the Grievance Redressal Officer and it will be investigated.
If something is not right, tell us.
Every policy on this page is meant to be used. If our conduct falls short of what is written here, raise it with us and we will look into it.
