Grievance Redressal Mechanism
Introduction
IDF FSPL has its own values, code of conduct and systems designed to offer better customer services and maintain transparency in all its transactions. The Company is keen to ensure that these core values, code of conduct and follow-up systems are implemented in letter and spirit. The customer is the focus of the institution's products, services and people. The institution's business growth depends entirely on the customers' satisfaction with what it offers them. Hence, a suitable mechanism needs to be ensured for receiving and redressing customer grievances. Any complaints made by the customer against institution needs to be addressed immediately.
Objective
The objective of creating this mechanism is to ensure that the customer satisfaction is intact and the interest of the customer is not effected in prejudice manner.
Grievances Redressal Mechanism
Customer grievances are received at following three levels;
- Level One : Customer Grievances are received at Branch level by the concerned Branch heads.
- Level Two : Customers can lodge their complaints/seek any information from Regional Offices located at Dharwad, Sangli and Pandarapura.
- Level Three : Central Grievance cell is located at Adminstartive office, Dharwad and Registered Office, Bengaluru. Customers can also contact the concerned officers at these offices for lodging complaints or for getting any information.
Contact Number
We have put into into place an appropriate system to address queries/grievances raised by our members. The toll free number is 1800-102-5067, which enables the customers to enquire and lodge complaints accordingly.Our team will pro-actively resolve client queries, grievance in a time bound manner. The above Toll free number is linked to following Nodal Officers.
Grievance Redressal / Nodal officer Name and Address
For Karnataka
Mr. A. B.Magadum
IDF Financial Services Pvt. Ltd
Registered Office
Girija, 31/1, II Floor
Patalamma Temple Street
South End, Basavanagudi
Bangalore - 560 004
E-mail : idff.rm@gmail.com
In addition to the above mentioned measures, the customers can lodge their complaints at the Association of Karnataka Micro Finance Institution (AKMI) on Toll free number 1800-425-5654.
If the Complaint is not addressed within thirty days, the customer may lodge the Complaint with the officer-in-charge under the DNBS regional office of RBI as per the details furnished below:
Office In Charge
Reserve Bank of India
Department of Non - Banking Supervision
Nrupthanga Road
Bangalore - 560 001, India
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