GRIEVANCE REDRESSAL MECHANISM
GRIEVANCE REDRESSAL POLICY OF UNI-COM FINCORP PRIVATE LIMITED
1. Objective of Grievance Redressal Policy
Customer complaints constitute an important voice of customer, and UNI-COM FINCORP PRIVATE LIMITED has framed the Policy to lay down the framework for minimizing and resolving instances of customer grievances through proper redressal mechanism.
The Company’s Grievance Redressal Policy fulfils the following principles:
i. Customers shall be treated fairly at all times:
ii. Complaints raised by customers shall be dealt with courtesy and resolved in a timely manner.
iii. Customers shall be informed of avenues to escalate their complaints within the organization, and their rights in cases when their complaints are not resolved in a timely manner or when they are not satisfied with the resolution of their complaints.
iv. To comply with the regulatory guidelines as required for this function.
2. Basis
The Grievance Redressal Mechanism Policy has been made as per Master Direction – Non-Banking Financial Company – Non-Systemically Important Non-Deposit taking Company (Reserve Bank) Directions, 2016 issued by Reserve Bank of India (RBI).
3. Grievance Redressal Mechanism process
In case of any grievance, customers can intimate and record their complaints / grievances for a resolution in the manner detailed below:
Registration of Complaints in Branch Office:
Customers can visit the Branch Office for registration of their grievances during the working hours from 10:00 A.M to 6:00 P.M (Monday to Saturday).
Oral complaints if any, should be followed by submission of a written complaint through Email or Letter.
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. Procedure of Customer Grievances:
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 Branch.
The customer can lodge grievances/complaints in the respective branch office in writing either in English/Hindi or vernacular language of that area.
Customers are expected to uphold dignity while visiting Branch Office to lodge complaint or raise grievance. They are not allowed to misbehave or create any nuisance in Branch Office.
A) In case the customer feels redressal of his/her grievances/complaints was not satisfactorily closed then escalation can be made to the Grievance Redressal Officer (GRO). Details of Grievance Redressal Officer (GRO) are as under:
NAME | EMAIL ADDRESS |
Ms Neeraj |
grofficer@unicom-fincorp.com |
After examining the mater, we shall send the customer a final resolution/response within 15 working days as the case may be.
B) If any customer is not satisfied with the resolution provided by the Grievance Redressal Officer (GRO), then escalation can be made to the Reserve Bank of India at the below mentioned address:
Name: – Mr. M.K Mall
Address: -Reserve Bank of India
Central Vista, Sector 17, Chandigarh-160017
5. Monitoring
Monitoring is critical aspect to assess the functioning of the Grievance Redressal Policy in the Company and get insights about nature and origin of complaints to address them at a systematic levels.
6. Resolution of Complaints
The department heads are responsible jointly and severally for resolution provided by their teams and for closure of customer issues.
7. Customer Escalation Matrix
Level | Contact person’s Name | Address Details |
1 | Ms. Neeraj (Grievance Redressal Officer) | Uni-Com Fincorp Private Limited Address: SCO-4, 3rd Floor, Puda Complex, Ladowali Road, Jalandhar-144001 Punjab |
2 | Mr. M.K. Mall (Regional Director)
| Reserve Bank of India |
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