Customer complaints are an important voice of the customer and Finplex Technologies Private Limited has formulated the policy to provide the framework to minimize and resolve customer complaint cases through proper redressal procedures.
The company's Grievance Redressal Policy complies with the following principles:
- All Customers should always be handled fairly.
- Customers' complaints must be handled respectfully and promptly.
- Customers must be informed of their rights and how to escalate their complaints within the organization if their complaints are not resolved in a timely manner or if they are dissatisfied with the resolution of their complaints.
- To comply with the regulatory guidelines as required for this function
The Grievance Redressal Mechanism Policy has been drafted as per Directions issued by Reserve Bank of India (RBI) on Fair Practices Code for Non-Banking Financial Companies (NBFCs). In addition, Finplex works as a business correspondent for several Banks and NBFCs. All customer complaints must be handled in accordance with regulatory policies as well as contractual obligations with the partner banks and NBFCs.
In case Customers who have a complaint, or a grievance related to Credit report, Consent withdrawal, etc. can inform and record their complaints / grievances in the manner outlined below for a resolution:
A. Complaints in Person - Customers can register their grievances at the Branch Office. If there is an oral complaint, it should be followed by a written complaint. A Complaint book is available at each branch office.
B. Through letter - The customer may also write a letter to the NO (Nodal Officer/GRO (Grievance Redressal Officer) using the information provided.
C. Through E-mails - Customers can also email their complaints to info@finplex.in. Complaints received via email must be acknowledged via email.
Note: Customers must include their application number/sanction number/loan account number in all correspondence with the Company regarding their complaint. This Customer Grievance Redressal Mechanism will not address anonymous complaints.
If a customer is dissatisfied with the resolution provided by the Company's customer service team within the time frame specified, the customer may escalate the issue as follows:
Note: We will provide our final response or explain the need for additional time to reply, and we will make every effort to do so within the specified turnaround time from the receipt of the query or complaint.
In case the consumer have a concern with the Credit Information Report, he/she may reach out to TransUnion CIBIL https://www.cibil.com/contact-us-faq or CRIF https://www.crif.com/contacts/
During each quarterly meeting, the Board will be given a summary of the customer grievance reports as well as the actions that have been taken. The report must include information such as the total number of complaints received, resolved, and pending, as well as the reasons for each, and will be presented to the Board for information and guidance.
Finplex must also continuously keep the partner banks and NBFCs informed on all customer complaints to the extent required by regulations or contractual obligations so that the partners are able to fully comply with their regulatory requirements.
Finplex Technologies Private Limited's Grievance Redressal Policy has been approved by the Board and will be reviewed at least annually. The Customer Grievance Committee is also empowered to review and make minor changes to this policy. A note detailing all of these changes should be submitted to the Board on an annual basis for their reference.
Please click below to register the complaint with us
.svg)
.svg)
