Level 1:
The customer shall raise their Grievances with the Company through following modes –
- Visiting the registered office -The customer can lodge their Grievances / Complaints by visiting the registered office of the Company within the regular working hours of 9:00 am to 6:00 pm (Monday to Friday).
- By way of e-mail and telephone - A customer may also raise his/ her Complaint through the contact number as mentioned on Company’s website or email to Grievance@fhfl.co.in. The complaint should be submitted in the format as specified in “Annexure-I” of this Policy.
While raising a grievance, the customers shall necessarily provide Loan Account Number, details of Grievance/ Complaint along with necessary documents, if any, valid phone no. and e-mail id.
When a compliant is received in writing an acknowledgement will be sent to the customer within a week. The acknowledgement should contain the name & designation of the official who will deal with the grievance.The designated official of the Company will be responsible to satisfactorily resolve the grievance as raised by the customer within the time-lines as indicated in this Policy.
Level 2:
If the customer is not satisfied with the resolution provided by the designated offical or his/ her Grivenace or Complaint isstill unresolved within the stipluted time frame, the customer may escalate to the Grievance Redressal Officer (GRO) of the Company:
Ms. Annu Garg, GRO of the Company
Tel No: +91-22- 022-6754 6518
E-mail id: compliance@fhfl.co.in
After examining the grievance(s) as received from the above-mentioned modes, the Company will send final response or explain why it needs more time to respond and shall endeavor to do so within six weeks of receipt of complaint and shall inform the customer, mechanism to take the complaint further if he/ she is still not satisfied.
In case customer is having any grievance/ complaints or if they are not satisfied with the services rendered by any service provider engaged by the Company including business correspondent/ partners/ direct selling or marketing agents/ recovery agents by whatever name called he/ she can make use of the above mechanism.
Level 3:
In case the customer does not receive the response from the Company within one month from the receipt of compliant or is dissatisfied with the response received, the customer may approach the Complaint Redressal Cell of NHB through the following modes of communication:
- Online mode- The complainant may click on following link for registering complaint: https://grids.nhbonline.org.in
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Offline Mode- In offline/ physical mode by post, the customer may write in prescribed format available at link https://nhb.org.in/en/grievance-redressal-officer/ to the following address:
To,
Complaint Redressal Cell,
Department of Supervision, National Housing Bank,
4th Floor, Core 5A, India Habitat Centre,
Lodhi Road, New Delhi 110 003.