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Grievance Redressal Procedure

 


The customer can approach any of our service touch points given below to register a complaint and expect a response within defined time period from complaint registration.

Service Touch points are as indicated below:

Phone: Customer can call our dedicated Helpline number 1800-3000-1155 between 09:30 to 18:00 Monday to Friday and 09:30 to 15:00 onSaturdays, except public holidays

Email: Customers can write to us at emails Ids mentioned below for complaints related to respective products:

ProductEmail ID
Gold Loansgold-helpline@indiainfoline.com
Mortgage, Commercial Vehicle, SMELoans & Health Care Financereach@indiainfoline.com
Supply Chain Financesupplychainfinance@indiainfoline.com
NCDncd@indiainfoline.com
Margin Funding and LAScs.finance@indiainfoline.com
NPSnps@indiainfoline.com

Branch: Customers can visit our branches and handover a complaint letter to the Branch Manager or any other branch personnel. The customer is advised to take an acknowledgment of receipt with date from the branch personnel he/she is handing over the complaint letter.

  • Suggestion/Complaint Box: Suggestion/Complaint boxes are put up at all llFL branches. Customer may drop their suggestions and/or complaints in these boxes. These boxes are opened on periodic intervals by the Vigilance Officer and forwarded to the Customer Service team for action/resolution.

  • Complaints Register at Branch: Complaint registers are available at all II FL branches. Customer may write down their complaint or concern in the register. The complaint register is checked by the Vigilence Officer on a periodic basis and forwarded to the Customer Service team for action/resolution.

Letter: Customers can write to us at
India lnfoline Finance Limited
12A-10, 13th Floor, Parinee Crescenzo, C- 38 and C-39, G Block, Behind MCA, Bandra Kurla Complex, Bandra
(East), Mumbai-400051

Escalation Matrix

In case the customer does not receive a response within the number of days indicated below for each level or if the customer is dissatisfied with the response received from the Company, the customer may escalate the complaint to the next level as indicated below

Primary Level:

If the customer is not satisfied with the resolution received from above channels, or if the customer does not hear from us in 14 days, the customer can write to the Chief Nodal Officer Mr. Amlan Singh at Nodalofficer@indiainfoline.com

Customers are required to quote the complaint reference number provided to them in their earlier interaction, along with their loan account number to help us understand and address their concerns.

OR Customers can also contact the Nodal Officer Team between 09:30 AM to 06:00 PM, Monday to Friday on contact number: +91 22-3930 9009.

An assurance is given to the customer that he would receive a response within 14 business days and due efforts will be taken to resolve the complaint well before that.

Secondary Level:

If the customer is not satisfied with the resolution received or if the customer does not hear from us in 30 days, then he may escalate his grievance to the regulator at the below address:

The Officer Incharge,
Reserve Bank of India,
Department of Non-Banking Supervision, Mumbai Regional Office, 3rd Floor, Rear Wing, Byculla,
Mumbai-400008