Complaint & Grievance Redressal Mechanism
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- Complaint & Grievance Redressal Mechanism
The company will endeavor to resolve all the disputes received from customers, vendors and third parties regarding loans within 7 working days from the date of receipt of customer disputes. The complaint or grievance redressal machinery will also deal with the issue/ complaints/ grievances relating to services provided by the outsourced agencies appointed by the Company.
Company has multiple channels of communication and following are modes through which customers can raise or escalate a complaint with us through below escalation matrix:
Escalation Matrix | |||
Levels | Contact Person/ Team | Mode through which the customer may connect | TAT to resolve the grievance |
Level 1 | Neelam M. | ⦁ Email – Customer can write to us at admin@dhamifinance.com⦁ Telephone–Customer can call us on the contact number: 022 79634889 (Telephone Lines are open on 10.30AMto6.30 PM on Monday to Friday & Saturday from 10:30 AM to 4 PM except all Sundays of the month and public holidays)iii.Post–Customer can write to us atDhami FinanceLimited,202, Basant vihar Commercial Complex, Dr C. Gidwani Road, Chembur, Mumbai - Maharahstra 400074. | Within 7 working days from the date of receipt of customer disputes. |
Level 2 | If the grievance is not resolved within 7 working days from the date of receipt of consumer disputes, the customer can escalate the complaint / grievance with CRO/GRO through below modes: ⦁ Email–Customer can write to us at prashant@dhamifiance.com⦁ Telephone–Customer can call us on the contact number: 022 79634889 (Telephone Lines are open on 10.30AMto6.30 PM on Monday to Friday & Saturday from 10:30 AM to 4 PM except all Sundays of the month and public holidays) (Please note that Grievance can only be escalated to GRO only when the complaint is not resolved by the customer service team within prescribed TAT or the customer is not satisfied with the resolution provided by the customer service team. It shall be mandatory to provide ticket number of the complaint/ grievance to GRO for grievance escalation to GRO)Officer (CRO / GRO)CRO / GRO Name: Mr. Prashant KNodal Complaint /Grievance Redressal Officer for Digital Lending ProductsName: Mrs. PuneetKaur Dhami & Mrs. Sandeepkaur Dhami | Within 7working days from the date of escalation of complaint /grievance with CRO/GRO. | Within 7working days from the date of escalation of complaint /grievance with CRO/GRO. |
Level 3 | Customer Grievance Committee | If the customers are not satisfied with the resolution provided on their complaints, they may escalate their complaint to the ' Customer Grievance Committee in writing, at the below mentioned address:Customer Grievance Committee Dhami FinanceLimited,202, Basant vihar Commercial Complex, Dr C. Gidwani Road, Chembur, Mumbai - Maharahstra 400074 | Within30daysof date of receipt of complaint. |
Level 4 | Officer in Charge of the Regional Office of Department of Supervision, Reserve Bank ofIndia | If the grievances / complaints are rejected wholly or partly or the customer is not satisfied with the reply or the grievances/ complaints are not redressed within a period of one month, the customer can lodge a complaint over the Complaint Management System(CMS)portal (https://cms.rbi.org.in/)undertheReserve Bank – Integrated Ombudsman Scheme(RB-IOS) or send a physical complaint to “Centralised Receipt and Processing Centre, 4thFloor,ReserveBankofIndia,Sector-17, Central Vista, Chandigarh - 160017” Telephoneno:022–22150573 Fax No :22180157 | - |
⦁ Pursuant to Reserve Bank–Integrated Ombudsman Scheme, 2021, the Company has appointed Nodal Officers/Principal Nodal Officer. The Nodal Officers/PrincipalNodalOfficerwillhavethefollowingresponsibilities-
⦁ Representing the company and furnishing information to the Ombudsman and the Appellate Authority in respect of complaints filed against the company.
⦁ Coordinating and liaising with the Customer Education and Protection Department (CEPD), RBI, Central Office.
⦁ The name and contact details of the Grievance Redressal Officer / Principal Nodal Officer/Nodal officers, along with the copy of the Scheme and details of the complaint lodging portal of the Ombudsman (https://cms.rbi.org.in) have been displayed at our branches and are hosted on the company’s website.
⦁ The compliance officer of the Company shall be responsible for monitoring the email address of the grievance redressal division as designated by the Company for the purpose of registering complaints by customers.
