We are committed to providing prompt and efficient resolution of customer complaints. All complaints received through our website, branch offices, email, or other communication channels are handled in a structured manner with defined timelines at each level of escalation.
If a complaint is not resolved within the stipulated time at a particular level, it will be escalated to the next higher authority to ensure timely and effective resolution. The detailed escalation matrix is provided below:
| Level | Escalation Stage | Handled By | Timeline | Description / Action |
|---|---|---|---|---|
| Initial Stage | Complaint Registration | Website / Branch | Day 0 | The complaint may be registered through the Company’s website, email, phone, contact form, or by submitting a written request at the branch office. |
| Level 1 | First Level Resolution | Branch Manager | Day 1 – 7 | The complaint is reviewed at the branch level, preliminary investigation is conducted, and efforts are made to resolve the grievance. |
| Level 2 | First Escalation | Regional / Division Manager | Day 8 – 12 | If the complaint remains unresolved, it is escalated for further review, analysis, and corrective action. |
| Level 3 | Second Escalation | Business Head / Head Office | Day 13 – 17 | The complaint is escalated for senior-level review and inter-departmental coordination, wherever required, to facilitate resolution. |
| Level 4 | Final Escalation | Nodal Officer / CEO | Day 18 – 24 | A final review is conducted and the resolution/closure is communicated to the customer. In complex cases, the timeline may extend up to a maximum of 30 days from the date of receipt of the complaint. |
If the complaint is not resolved or closed within 30 days from the date of receipt, the customer may approach the Reserve Bank of India under the RBI Integrated Ombudsman Scheme.
Contact Ombudsman:
Officer-in-Charge
Department of Supervision
Regional Office – Chennai
Reserve Bank of India
Fort Glacis, No.16, Rajaji Salai
Chennai – 600 001
Tel: 044 - 2539 9189