GRIEVANCE
GRIEVANCE REDRESSAL POLICY OF FINKURVE FINANCIAL
SERVICES LIMITED (here
in after referred to as “FFSL” or “Company”)
Finkurve Financial Services Limited is one of the reputed Non-Banking Finance Companies catering to
wide range of
customers at Pan India level. In consonance with the guidelines set out by Reserve Bank of India
(RBI) and other
regulatory authorities, Finkurve Financial Services Limited has formulated the below Grievance
Redressal Policy to
address and resolve the complaints received from its customers. The said Grievance Redressal Policy
is set out in
detail as follows:
1. Objective of Grievance Redressal Policy
Customer complaints constitute an important voice of customer, and Finkurve Financial Services
Limited has framed
the Policy to lay down the frame work for minimizing and resolving instances of customer grievances
through proper
redressal mechanism.
The Company’s Grievance Redressal Policy fulfils the following principles:
Customers shall be treated fairly at all times:
- Customers shall be informed of avenues to esca late their complaints within the organization, and
their rights in
cases when their complaints are not resolved in at imply manner or when they are not satisfied with
the resolution
of their complaints.
2. Basis
The Grievance Redressal Mechanism Policy has been made as per Guidelines and Notifications DNBS.CC.
PD. No.
320/03.10.01/2012-13 dated 18th February, 2018 on Fair Practices Code for NBFCs – Grievance
Redressal Mechanism
issued by Reserve Bank of India (RBI).
3. Grievance Redressal Mechanism process
In case of any grievance, customers can intimate and record their complaints/grievances for a
resolution in the
manner detailed below:
A.) Registration of Complaints.
- Registered Office-Customer scan visit the Registered Office of Finkurve Financial Services Limited
for
registration of their grievances. Oral complaints, if any should be followed by submission of a
written
complaint;
- Email/Letter-Customer scan send their grievance through mail.
Customers shall ensure that they quote their application no./ sanction no. /loan account no. in
every correspondence
with the Company regarding their complaint. Anonymous complaints will not be addressed in terms of
this Customer
Grievance Redressal Mechanism.
4. ESCALATION MATRIX:
In order to effectively understand and address customer grievances, the Company shall open multiple
channels of
communication. These modes will be adequately displayed on notice board of the Registered
Office.
LEVEL | NAME | CONTACT NUMBER | DESIGNATION | EMAIL ADDRESS |
---|---|---|---|---|
1 | Darshit Jain (Grievance Redressal Officer) | 9987434093 | AVP | darshit.jain@arvgo.com |
2 | Amit Shroff | 9090717717 | CEO | amit.shroff@arvgo.com |
If any customer is not satisfied with the resolution provided by the Grievance Redressal Officer, then escalation can be made to the NBFC Ombudsman at the below mentioned address:
C/o Reserve Bank of India RBI Byculla Office Building
Opp. Mumbai Central Railway Station Byculla, Mumbai-400 008
STD Code: 022 Telephone No: 2300 1280 Fax No: 23022024 Email: nbfcomumbai@rbi.org.in
The Designated Officer at Level 1 shall be responsible, inter alia, for representing Finkurve Financial Services Limited before the Ombudsman and the Appellate Authority under the Scheme. The Designated Officer at Legal 1appointed at the Head Office of the Company shall be responsible for coordinating and liaising with the Customer Education and Protection Department(CEPD), RBI, Central Office.
7. Monitoring
The customer complaints register along with ageing analysis and complaints received from the Reserve Bank of India.
8. Resolution of Complaints
The department heads are responsible jointly and severally for resolution provided by their teams and for closure of customer issues.
This Grievance Redressal Policy shall be subject to alteration, revision and modification from time to time as per the guidelines, orders and notifications of Reserve Bank of India and other regulatory authorities.