(a) The Company shall have the system and procedures for receiving, registering and disposing of complaints and grievances in each of its offices. Apart from offices at the location the company shall implement grievance redressal through digital means to effectively address the same.
(b) The Board of Directors of the Company has laid down the appropriate grievance redressal mechanism within the organization to resolve complaints and grievances. Such mechanism shall ensure that all disputes arising out of the decisions of lending institutions’ functionaries are heard and disposed of at least at the next higher level.
(c) Customer shall be told where to find details of the Company’s procedure for handling complaints, fairly and quickly.
(d) If the customer wants to make a complaint, then the customers should be informed on the following:
I. How to do this
II. Where a complaint can be
III. How a complaint should be made
IV. When to expect a reply
V. Whom to approach for redressal
VI. What to do if the customer is not happy about the outcome.
VII. Our staff shall help the customer with any queries the customer has.
(e) If a complaint has been received in writing from a customer, we shall endeavourer to send him/her an acknowledgement / response within a week. The acknowledgement should contain the name & designation of the official who will deal with the grievance.
If the complaint is received over phone at our designated telephone helpdesk or customer service number, the customer shall be provided with a complaint reference number and be kept informed of the progress within a reasonable period of time.
(f) After examining the matter, we shall send the customer its final response or explain why it needs more time to respond and shall endeavourer to do so within six weeks of receipt of a complaint and he/she should be informed how to take his/her complaint further if he/she is still not satisfied.
In case of any complaint/grievance, the customer may contact our Corporate Office through any of the following channels:
Telephone: to the attention of Mr. Ashish Arya
Mail: Unit No 17/18, Technopolis Knowledge Park, Chakala Road, Opp Holy Family School, Andheri(E) Mumbai – 400093
After examining the matter, it would be our endeavour to provide the customer with our response, within a period of four (4) weeks from receipt of such complaint/grievance.
If the customer does not receive response from the Company or is dissatisfied with the response received, the complainant may approach the National Housing Bank at the following address:
National Housing Bank, Department of Regulation and Supervision (Complaint Redressal Cell), 4th Floor, Core-5A, India Habitat Centre, Lodhi Road, New Delhi – 110 003.
The Complaint can also be e-mailed at firstname.lastname@example.org