Grievance Redressal Policy
Religare Finvest Limited
How to log in a complaint/ where can a complaint be made?
Any customer having a query/complaint with respect to the product and services offered by Religare Finvest Limited can highlight to The Customer Service Department of Religare Finvest Limited through following established channels of communication. Customers can log in their queries and complaints through any of the below mentioned channels:
Call- Call at 1800-103-9711/1860-266-4111
SMS- SMS LOANS to 575758
Email – customerservice@religare.com
Letter- The Customer Service Department, Religare Finvest Limited, A-3/4/5, Club 125, Tower B, 2nd Floor, Sec - 125, Noida - 201301
Website-www.religarefinvest.com
How a query/complaint should be made?
A Query or a complaint can be raised through any of the established customer service channels mentioned above. While lodging a query / complaint through these channels, one must ensure to provide loan related details for identification of records i.e. Loan Account Number (LAN), complete query/complaint details, valid contact information along with email ID and Product Details. Once the customer loan account details are validated, customer service team will investigate and resolve respective query/complaint to the best of their ability. In case of incomplete loan details received from customer, the respective query or complaint will not be logged in for further investigation and resolution. A response intimating the customer of the insufficiency will be sent.
For Depository Clients, while lodging a query/complaint through these channels, one must ensure to provide Depository account details for customer identification process i.e. Depository Account Number (DAN), complete query / complaint details, valid contact Information along with email ID and phone numbers. Once the customer Depository account details are validated, customer service team will investigate and resolve respective query or complaint to the best of their ability. In case of incomplete loan details received from customer, the respective query or grievance will not be logged in for further investigation and resolution. A response intimating the customer of the insufficiency will be sent.
When to expect a reply?
1-Each customer complaint being unique in nature, can take approximately 30 days for a detailed response to respective customer query or complaint. Once a query or a complaint is registered with customer service an automated email response along with a unique reference number will be sent to the customer. While the concerned team works on the query / complaint towards resolution, an interim response intimating the actual time that will be taken to resolve the issue will be sent to the customer. .
2- If the Customer does not receive any response from the company within 30 days or is dissatisfied with the response received, s/he may escalate the matter to Principal Nodal Officer (PNO) appointed by the company and write an email/call as per the details mentioned hereunder.
3- In addition to the Principal Nodal Officer who is centrally located, customer can also write to the Nodal Officers (NOs), located at regional level, appointed by the company and write an email/call as per the details mentioned hereunder.
Whom to approach in case of an escalation?
The customer must check for the status of the complaint resolution at any of the channels mentioned above, if the resolution is not received and the designated time (30 days) has elapsed then other than the above mentioned escalation authority, the customer has an option to write to/contact Reserve Bank of India at the address/contact numbers/email id mentioned below:
Complaint lodging portal of the RBI Ombudsman: https://cms.rbi.org.in
Contact details of Centralised Receipt and Processing Centre (CRPC)
Email ID: crpc@rbi.org.in
Address: Centralised Receipt and Processing Centre,Reserve Bank of India, 4th Floor, Sector 17,Chandigarh – 160017
Toll Free Number - 14448
The complete scheme along with silent feature is available in Company website: https://www.religarefinvest.com/
