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.
TheCompany’sGrievanceRedressalPolicyfulfilsthefollowingprinciples:
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
Incaseofanygrievance,customerscanintimateandrecordtheircomplaints/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. ESCALATIONMATRIX:
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 | MR. NIKHIL KOKATE | 9987434093 | ASSISTANT MANAGER – COLLECTIONS | nikhil.kokate@arvog.com |
| 2 | MR. PRIYANK KOTHARI (GRIEVANCE REDRESSAL OFFICER) | 9004902292 | DIRECTOR – OPERATIONS | Priyank.kothari@arvog.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.
