As a service organization, it is our primary responsibility to focus on Customer service and satisfaction. This document details the policy of redressal of customer complaints. The key objective of this policy is to ensure the following:
This document aims to describe internal policy for handling Customer complaints. It describes various channels for lodging the complaint, obtaining solutions from the concerned department and responding Customers with the solution within the committed time period.
Complaint: Complaint is an expression of dissatisfaction or resentment either in the form of a representation or allegation made in writing or through electronic means or over phone, containing a grievance alleging deficiency in:
Complaint is not a request for data modification or inquiry about loan products/ schemes, interest rates or other requests which can be solved by Customer care.
Customer: Customer means the person who has obtained the loan or finance facility from Altura Financial Services Limited.
While raising a complaint, each complaint should have the following information:
We are committed towards resolving all customer’s complaints within 1 (One) month from the date of receipt of complaint with complete details.
While handling the customer complaints, the customer shall be informed about the following:
Concerned team members handling the complaint should make reasonable attempts to reach the customer for providing a solution to his/ her complaint, preferably in the form the complaint was received.
After the resolution is provided to the customer, the concerned department shall update the status of these complaints as closed in the system. These complaints reflect in a closed complaints bucket which can be re-examined at any point of time, as and when required.
Customers who wish to send in complaint/feedback over any issue can use the following channels.
Please contact Customer Relationship Manager.
Timings: 10 am to 6 pm on week days
Helpline No: +91-7700840543
If you are not satisfied with the response received from the branch or if you don't receive a response in 3 working days, please call our Help Desk Representatives available on the phone to register your complaints.
Helpline No: +91-7700840543
Email id: afs@alturafinancials.com
Timings: 9 am to 6 pm on week days
If you are not satisfied with the response from customer service helpdesk or if you don't receive a response within 3 working days, please call or write to Grievance Redressal Officer. You will receive a response within 5 working days of Grievance Redressal Officer receiving the complaint.
Grievance Redressal Officer (Nodal Officer)
Name: Mr. Ravi Shankar Kumar
Address: Ground Floor Plot No-121, Block-B, Pocket-4, Sector-23, Dwarka, Bagdola, South West Delhi, New Delhi, 110077
Contact No: +91-9582581128
Email: afs@alturafinancials.com
Also, if the complaint / dispute are not redressed within a period of one month, the customer may appeal to the RBI on the following addresses:
The General Manager
Deptt. Of Non-Banking Supervision (DNBS)
Reserve Bank of India
6, Sansad Marg, New Delhi- 110001
Email: dnbsnewdelhi@rbi.org.in, dosnewdelhi@rbi.org.in
Complaint Portal: https://cims.rbi.org.in/#/login
Overall customer complaints shall be resolved within 1 (One) month from the date of receipt of complaint with complete details.
There are complaints about MIS and reporting in place. This reporting serves as an input for other analysis, for periodical review.
The Summary of the customer grievance report along with its Status Report indicating the actions taken for resolution of the complaints, shall be placed before the Board of Directors for their review on a semi-annual basis.
The report shall contain information like, the total no. of complaints received, disposed off and pending, with reasons thereof, which will be placed before the Board for information / guidance.