If the issue is not resolved (unattended/rejected) within ten (10) days of escalation to the Principal Nodal Officer, or if the customer is directly contacting customer care through the toll-free number instead of complaining through branches and is not resolved within thirty (30) days from the date raising the complaint, the customer can escalate the complaint/grievance to
RBI Ombudsman or SROs.
RBI Ombudsman
If the issue is not resolved, Customer may complain to RBI online on https://cms.rbi.org.in.
or
Complaints can also be filed through the dedicated e-mail: crpc@rbi.org.in
or
Sent physical complain to the ‘Centralised Receipt and Processing Centre’ set up at Reserve Bank of India, 4th Floor, Sector 17, Chandigarh - 160017 in the format provided at https://rbidocs.rbi.org.in/rdocs/content/pdfs/RBIOS2021_121121_A.pdf.
or
Toll-free No. 14448 (9:30 am to 5:15 pm)
| Microfinance Institution Network (MFIN) |
Sa-Dhan
|
Grievance Redressal Officer
403–404, 4th floor,
Emaar Palms Spring Plaza,
Golf Course Road, Sector-54 Gurgaon-122003.
Toll Free No. 1800-102-1080
customercomplaint@mfinindia.org |
Grievance Redressal Officer
A-1 248, 3rd Floor,
Safdarjung Enclave, New Delhi-110029, Delhi
Contact No. 011 4717 4418
nandi@sa-dhan.org |
Other Information
The Company will provide special attention to resolve the complaint relating to recovery practice.
Additionally, to comply with the RBI Framework for compensation to customers for delayed updation/ rectification of credit information, the Company has taken all the necessary steps and has communicated the Nodal Officer details with all CICs. As per the framework, the credit information-related complaints are to be resolved within 30 days from the date of receipt of the complaint in this regard the Company shall forward the corrected particulars of the credit information to the CIC or complainant within twenty-one (21) days from the date when the Company was informed of the inaccuracy in the credit information, provide the Company and the CIC, collectively, an overall limit of thirty (30) days to resolve/ dispose of the complaint. In effect, this would mean that the Company would get twenty-one (21) days and CICs would effectively get the remainder of nine (9) days for complete resolution of the complaint.
The complainant shall be entitled to a compensation of ₹100 per calendar day in case their complaint is not resolved and communicated within thirty (30) calendar days from the date of the initial filing of the complaint by the complainant with the Company or CIC. Compensation to be provided by the Company/ CIC to the complainant (for delayed resolution beyond thirty (30) calendar days of filing the complaint) shall be apportioned among the Company/ CICs concerned proportionately as mentioned in the RBI framework.
