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Procedure for Raising A Complaint

Customers can raise their complaints through the following means:

1) By physically dropping a letter in a designated box on the premises of the Company’s branches or head office between 10:00 a.m. and 6:30 p.m., from Monday to Friday (except on public holidays).

2) By sending a letter by way of post to the address of respective branch offices or the head office.

3) By writing an email addressed to

4) By placing a call on the customer care number 92090 58000  between 10:00 a.m. and 6:30 p.m., from Monday to Friday (except on public holidays) or

Timeframe for Addressing and Resolving Complaints:

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 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 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.

Escalation Matrix:

Level 1: Head of Customer Care

Customer Experience Head: If you do not hear from us within the mentioned time, or you are not satisfied with our resolution of your query, we urge you to write to our Head of Customer Care (Sanket Choudhary []).

Level 2: Grievance Redressal Officer

The Grievance Redressal Officer investigates problems/issues raised by our customers and provides an impartial resolution. For any grievance, dispute or unresolved matter, please reach our Grievance Redressal Officer at: Address: Third Floor, "LokSuvidha", Plot # 271/A, Ambazari-Hingna Road, Subhash Nagar, Nagpur, India - 440022. E-mail ID: (Geeta Ghate []) The Grievance Redressal Officer will respond to the escalation within 3 days of receiving the complaint and provide a resolution within 7 days.