Grievance Redressal Policy
It shall be the endeavour of the Company to improve the quality of service and redress complaints and grievances, if any, of the customers as part of Customer Relationship Management.
Below are the various ways/modes through the customers can register their complaints/queries/enquiries:
The customers have the following ways of approaching the Company as per details mentioned below:
- Voice Support- The customer can call us at Customer care at 033- 6646 1500 between 10:00 am to 6:00 pm from Monday to Friday (except Public Holidays).
- Email Support- Please write to Grievance Redressal Officer – Mr. Sandip Majumdar at [email protected] (Please ensure to mention your loan account number and contact number in the email).
The customer will receive a response from the team within 20 business days but there would be instances wherein the team may even take longer to respond/reply.
Level 1: A customer not satisfied with the response at Level 1, can further escalate the matter/query/complaint to the below:
– Nodal Officer – Mr. Rajesh Jain
– 27AB Royd Street, Kolkata – 700016
An assurance is given to the customer that he would receive a response within 10 business days and due efforts will be taken to resolve the complaint well before that.
Level 2: 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:
Department of Non-Banking Supervision
Kolkata, Regional Office
Reserve Bank of India,
No.15, Netaji Subhas Rd, Fairley Place, B.B.D. Bagh, Kolkata, West Bengal 700001
27 AB Royd Street, Kolkata- 700016, Telephone- 033 66452400