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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 1860-267-3000 or 7039-050-000 between 09.00 AM to 08:00 PM, Monday to Friday and 09:00 AM to 04:00 PM on Saturdays, 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@iifl.com
Mortgage, Commercial Vehicle, SME Loans, Digital Finance Personal Loan, Merchant Receivable Finance & Health Care Financereach@iifl.com
Supply Chain Financesupplychainfinance@iifl.com
NCDncd@iifl.com
Margin Funding and LAScs.finance@iifl.com
NPSnps@iifl.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 IIFL 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 IIFL 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
802, 8th Floor, Hubtown Solaris,
N.S. Phadke Marg,
Vijay Nagar,
Andheri East, Mumbai – 400069

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 location wise Nodal Officers as mentioned below.

Sr No.Name of Nodal OfficerLocationEmail id
1Mr. Sunil ChandaNorthNodalofficer@iifl.com
2Ms. Remi PalEastNodalofficer@iifl.com
3Mr. Kiran GawandWestNodalofficer@iifl.com
4Mr. Baalji KSouthNodalofficer@iifl.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 Office Team between 09:00 AM to 06:00 PM, Monday to Friday on Contact number: +91 22-45205810 & +91 22-68178410.

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, we request customer to write to our Principal Nodal Officer, Mr. Amlan Singh at pno@iifl.com, he is available on all working days as well as non-public holidays between Monday to Friday from 09:30 AM to 05:30 PM on +91 22-41035099 (call charges as applicable).

Third Level:

If the customer is not satisfied with the resolution received or if the customer does not hear from us in 45 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, Regional Office, 03rd Floor,
Rear Wing, Byculla, Mumbai-400008

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