Last reviewed: [date to be supplied]. Officer names and contact details must be completed and verified before publication.
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.
Monday to Saturday, 10:00 to 18:00
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.
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 before publication, 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.