Grievance Redress
In case of any queries / grievances, Customers can use of the following Grievance Redressal Mechanism, as per the escalation matrix mentioned below:Level 1:
Borrowers can submit their written or verbal grievances to staff in the center meetings or at Branch premises;Level 2:
If the Borrower is not satisfied with the resolution provided by the Branch Staff or in case the issue is not resolved within 7 (seven) working days, they can call the Toll-free number: 1800 203 3858 from 9.30 a.m. to 6.30 p.m. on working days (Monday to Saturday, except 2nd and 4th Saturday);Level 3:
If the issue is not resolved within 15 (fifteen) days, borrowers can escalate the complaint / grievance to Nodal Officer - Mr. Devesh Srivastav (+91 9154988821) (devesh@srifincredit.com) from 9.30 a.m. to 6.30 p.m. on working days (Monday to Saturday, except 2nd and 4th Saturday);Level 4:
If the issue is not resolved within 3 (three) working days of call to Ombudsman or Nodal Officer, borrowers can escalate the complaint / grievance toMicrofinance Institutions Network (MFIN):
403–404, 4th floor, Emaar Palms Spring Plaza, Golf Course Road, Sector-54 Gurgaon-122003.
Toll Free No. 1800-102-1080 between 9:30 am to 5:30 pm on weekdays (Monday to Friday)
customercomplaint@mfinindia.org
Sa-dhan:
Contact No. 011 4717 4418 between 9:30 am to 5:30 pm on weekdays (Monday to Friday)
nandi@sa-dhan.org
Level 5:
Borrowers can also write to the Officer of Reserve Bank of India, if the issue is not resolved within 30 (thirty) days or if they are not satisfied with the resolution If the issue is not resolved, Borrower can 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)
