GRIEVANCE REDRESSAL MECHANISM
The Fair Practices Code of Vama Sundari Investments (Delhi) Private Limited (“the Company / VSIDPL”) guides the customers who wish to lodge a complaint and also provide the guidance on what to do in case the customer is unhappy with the outcome as under: –
A. If complaint is received in writing or over phone, complaint number would be given which would be referred in future. Complaint register would be maintained.
B. Within fifteen days, the Company will endeavor to sort out the matter. After examining the matter, the Company will send a response as soon as possible; VSIDPL will also guide a customer on how to take the complaint further if the customer is not satisfied. In case the complaint requires more time then same would be informed to the customer. Report regarding complaint status would be presented in the Board Meeting.
C. A nodal officer has been appointed for the redressal of grievances of the customers including the borrowers, in connection with any matter pertaining to business practices, lending decisions, credit management and recovery. The name and contact details of the nodal officer shall be stated in the application form for all financial products and services offered/ to be offered by VSIDPL.
D. VSIDPL has the following in all our branches:
i. Appropriate arrangement for receiving complaints and suggestions.
ii. Display of the name, address and contact number of the Complaint Redressal Officer
The process of the complaints redressal unit will ensure closure of all complaints to the customers’ satisfaction. They will ensure that the complaint is escalated to the appropriate levels in case it is not possible to resolve at his/her level. Whilst the ultimate endeavor is to ensure we reach a situation where our customers don’t have to complain to senior management to get an effective redressal, we have put in a robust mechanism to handle these complaints, review them from a point of view of understanding reasons for the complaint and for the escalation and working on prevention of recurrence thereof.
E. Time frame to register complaints, the customers may use any of the channels mentioned above (refer point (a) on Internal Machinery to handle the customer complaints). If the complaint has been received in writing, VSIDPL will endeavor to send an acknowledgement / response within a week. Once the matter is examined, VSIDPL endeavours to either send a final response to the customer or an intimation seeking more time within one month upon receipt of complaint. Complaints that are received at our end will be seen in the right perspective and would be analyzed from all possible angles.
F. The Company shall provide for periodical review of the compliance of this Fair Practice Code and the functioning of the grievance Redressal mechanism at various levels of management. G. The name and contact details (telephone and email address) of the Grievance Redressal Officer who can be approached by the public for resolution of complaints against the Company.
| Name of Grievance Redressal Officer of the Company | Mr. Sunil K Srivastava |
| Contact No. | 9650555215 |
| Email Address | Sunilsri@hcl.com |
G. The name and contact details as mentioned below of Officer-in-Charge of the Regional Office of DNBS of RBI, under whose jurisdiction the registered office of the DMI falls, if the complaint is not resolved within 1 month.
| Name of Grievance Redressal Officer of the Company | General Manager Reserve Bank of India Department of Non-Banking Supervision 6, Parliament Street New Delhi-110001 |
| Contact No. | (011) 23710538-42 |
| Email Address | dnbsnewdehi@rbi.org.in , rdnewdelhi@rbi.org.in |