The objectives of this Grievance Redressal Policy are as follows:
Customers can lodge complaints through:
Customers are encouraged to provide complete details of their complaints / grievances, along with relevant documents, in their complaints. In case of any trouble faced by the customer in lodging a complaint, the Company will provide guidance in this regard.
In all the above-mentioned means for registering complaints, an acknowledgement number will be provided to the customer through which they can track the status of the complaint and follow-up for escalating the same, if required.
Acknowledgment: Customers will receive an acknowledgment of their complaint within 24 hours via email or SMS.
Timeframe for resolution: The Company shall promptly assign the complaint to the concerned personnel based on the nature and category of the grievance and attempt to resolve the grievance within 7 (Seven) working days. Certain grievances may require coordination and action by other third parties and factors not in the control of the Company. If the Company requires additional time, it will inform the customer along with the reason for delay and expected resolution timelines.
Note: Telephone lines are open from 9.30am to 5.30pm on all working days except Saturdays, Sundays and public holidays.
In case the customer does not get a satisfying response or does not receive any response within 7 days of registering the complaint/grievance, they can directly escalate the matter through an email to the below mentioned Nodal Grievance Redressal Officer/ Nodal Officer: Name: Harish T. Email id: gfcadmin@gandragroup.com Phone No.: +91 7032439898 Timeframe for resolution: The NGRO will examine the matter and redress complaints as soon as possible, however not later than 10 (Ten) working days from the date of registering the complaint/grievance. The Grievance Redressal Officer will also act as the Nodal Officer for the company.
If a complaint is rejected wholly or partly by the Company and the complainant is not
satisfied with the reply or does not get any reply within 30 days, after the Company
received the complaint, the complainant shall have the right to raise a written
complaint with the Consumer Education and Protection Cell (CEPC), RBI via post to:
The Officer In-Charge Consumer
Education and Protection Cell,
Reserve Bank of India 6-1-56,
Secretariat Road, Saifabad Hyderabad-500 004
| Level | Designation | Turn-Around-Time (TAT) |
|---|---|---|
| Level 1 | Internal Customer Support Team | 7 days |
| Level 2 | Nodal Grievance Redressal Officer / Nodal Officer | 10 days |
| Level 3 | Consumer Education and Protection Cell, RBI | - |
The Company will ensure to include the following disclosures of complaints in its Financial Statements – Notes to Accounts in such manner in prescribed format provided in the Reserve Bank of India (Non-Banking Financial Companies – Financial Statements: Presentation and Disclosures) Directions, 2025 (as updated from time to time):
The Company will display the following information prominently, for the benefit of its clients, at its registered office:
On an ongoing basis, the Company will conduct training programs for staff on customer service best practices with a focus on minimizing grievances. Included in this training will be a review of past customer complaints, resolutions to those complaints, lessons-learned and an open discussion on how to best prevent such complaints in the future.
The Board of Directors shall provide for periodical review of the compliance and functioning of this Grievance Redressal Policy at various levels of management. A consolidated report of such reviews shall be submitted to the Board on a yearly basis.
The Board of Directors shall review this Policy annually or on a need-basis i.e., in the event of change in regulatory framework or for business or operational need (whichever is earlier). Such updates / changes to the Policy will be communicated to the relevant staff /personnel (both in-house or outsourced) and relevant stakeholders across the Company. Notwithstanding anything contained in this Policy, in case of any contradiction of the provision of this Policy with any existing laws, rules, regulations, guidelines, or modification thereof or enactment of a new applicable law, the provisions under such laws, rules, regulations, guidelines, or enactment shall prevail over this Policy.