Grievance Redressal Policy
Customer service is extremely important for sustained business growth and as an organization, We, Harvinder Finance Company Private Limited (“Company”) consider Customer service at the utmost and strive to ensure that our customers receive exemplary service across different touch points in a timely manner.
PURPOSE
Customer complaints constitute an important voice of customer, and this policy details complaint handling through a structured grievance redressal framework. Complaint redressal is supported by a review mechanism, to minimize the issues or recurrence of similar issues in future.
The Grievance Redressal policy follows the following principles:
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Customers are treated fairly;
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Complaints raised by customers are dealt with courtesy and in a timely manner;
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Customers are informed of avenues to escalate their complaints within the organization, and their rights if they are not satisfied with the resolution of their complaints;
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The employees work in good faith and without prejudice, towards the interests of the customers.
INTERNAL MACHINERY TO HANDLE CUSTOMER COMPLAINTS
The Company has invested its time and efforts to provide the best solution against the complaints received. The Company follows internal mechanism to resolve the complaints.
The customer care team will be responsible for resolution of complaint/grievance to the customer’s satisfaction within a period of 14 (fourteen) working days from the date of receiving the complaints. Every attempt will be made to offer the customer suitable and appropriate alternate solutions wherever possible. However, if the customer continues to remain dissatisfied with the resolution, (s)he can escalate the issue through the grievance redressal mechanism as referred below.
TIME FRAME
Suitable timelines of 14 (fourteen) working days have been set for every complaint depending upon the investigations which would be involved in resolving the same. Complaints are suitably acknowledged on receipt and the customers are informed of delays if any, in the resolution.
TOUCH POINTS
Customer complaints constitute an important voice of the customer, and this policy details complaint handling through a structured grievance redressal framework. Complaint redressal is supported by a review mechanism, to minimize the recurrence of similar issues in future. The customer can raise their concerns pertaining to the Company, or through its DLAs/LSPs platform in the following matters:
GRIEVANCE REDRESSAL MECHANISM
Customer can raise their concerns pertaining to the Platform of DLAs/LSPs, EMI schedule, Interest, Facility Type, Processing Fee and / or any other charges, Fraud, Misrepresentation or any other concern related to the product or service to authorised representatives of the Company as below.
A. GRIEVANCE REDRESSAL OFFICER
Customers are requested to address all their grievances at the first instance to the Grievance Redressal Officer. The contact details of the Grievance Redressal Officer are:
Ms. Tavleen Kaur
Address: Harvinder Finance Company Private Limited,
1019 C Wing, 215 Atrium Next to Courtyard Marriott,
A.K.Road, Andheri East Mumbai 400093 Maharashtra
Contact: 7208960333
Email: grievance@harfin.in
The Grievance Redressal Officer may be reached on the number provided above anytime between 10:00 to 19:00 (IST) from Monday to Friday except public holidays or through the e - mail address above. The Grievance Redressal Officer shall endeavour to resolve the grievance within a period of 14 (fourteen) working days from the date of receipt of a grievance.
B. NODAL OFFICER
If the customer does not receive a response from the Grievance Redressal Officer within 14 (fourteen) working days of making a representation, or if the customer is not satisfied with the response received from the Grievance Redressal Officer, the customer may reach the Nodal Officer on the number below anytime between 10:00 to 19:00 (IST) from Monday to Friday except public holidays or write to the Nodal Officer at the e-mail address below. The contact details of the Nodal Officer are provided below.
Mr. Vivek Asrani
Address: Harvinder Finance Company Private Limited,
1019 C Wing, 215 Atrium Next to Courtyard Marriott,
A.K.Road, Andheri East Mumbai 400093 Maharashtra
Contact: 7045688000
Email: nodal@harfin.in
ESCALATION TO THE RESERVE BANK OF INDIA
If the complaint/dispute is not redressed within a period of thirty days, the customer may appeal to Officer-in-Charge of the Regional Office of Department of Non-Banking Supervision at the following address:
The Officer In-charge, Regional Office, Department of Non-Banking Supervision,
Reserve Bank of India, 6, Sansad Marg, New Delhi-110001
Telephone No: 011-2371 4456/ 0538
Or
C/o Reserve Bank of India, Sansad Marg, New Delhi -110001
STD Code: 011 Telephone No: 23724856
Fax No: 23725218-19
Email : cms.nbfconewdelhi@rbi.org.in
Customer can also appeal at the CMS Portal