The turn-around time for addressing and resolving a complaint will depend upon the type and complexity of the grievance. The timelines for different complaints under this Policy is provided as follows :
1) Normal cases (other than the one mentioned below): 7 days of receipt of complaint. Customer complaints
relating to interest, EMIs, repossession, penalty and other charges, non-receipt of deposit certificate etc.
are some of the types of complaints which will be categorized under this.
2) Fraud cases, legal cases and cases which require retrieval of old records and documents: 15 days of receipt
3) CIBIL-related cases: 15 days of receipt of complaint.
If any complaint needs additional time to reach a resolution, the Company will inform the complainant of the requirement of additional time and the expected timeline for the resolution of the issue.
If the complaint of the Customer is not redressed within 30 days from the lodging of complaint with the Company or if the customer is not satisfied with the response of/ resolution provided by the Company, the customer may appeal to the Office of Ombudsman, RBI as per the contact details provided (page 14) on the below mentioned link: