The customer/borrower may contact our customer support in case of any query/problem or grievance by the following ways:
Grievance Redressal Policy
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Lord Fincap Limited (“Company”), holds customer service as the cornerstone of its enduring success and growth. In compliance with the guidelines prescribed by the Reserve Bank of India (“RBI”) mandates, the board has developed a robust and responsive grievance redressal mechanism through this Grievance Redressal Policy (“Policy”). The objective of this Policy is to achieve timely resolution and provide fair treatment to all the customers, uphold transparency in the grievance redressal process and ensure all operations and grievance handling are in strict compliance with regulatory and statutory requirements, reflecting our dedication to ethical practices and customer satisfaction. Any subsequent modifications/ updates in this Policy shall be updated on the Company’s website.
The customer/borrower may make their complaints for resolution of their grievances against the Company, or against any lending service providers or partner agencies lawfully outsourced by the Company for their services. The customer/borrower shall make their complaints within 30 days from date of the grievance caused in the following manner:
Customer Care at the Company
a) In-Person and Branch Visits: Customers can lodge a complaint in person by visiting any of our branch offices. A written complaint can be submitted during working hours, and customers will receive an acknowledgment for the same.
b) Digital and Telephonic Channels:
Email: Grievances can be sent to our dedicated customer service email at info@uat.priyankpandey.in (Please ensure to mention your loan account number and contact number in the email). The customer will receive a response from the team within 3 (three) business days, but there will be instances where in the team may even take longer to respond/reply.
Phone: For immediate assistance, customers can call our toll free helpline at 011- 41632058, 41632059, 41730125 between [ 10AM to – PM from Monday to Saturday].
c) Written Correspondence and Suggestion Boxes:
Letters: Customers can send their grievances via post to Upper Ground Floor, HS-33, Kailash Colony Market, New Delhi – 110048, Delhi, India
Suggestion/Complaint Boxes: Available at all branches, these boxes are regularly checked by our vigilance team for timely resolution.
Grievance Redressal Officer
In case the customers are not satisfied with the initial resolution or do not receive a response within 7- 15 business days from the date of the complaint/query, the customers can escalate the issue to the Grievance Redressal Officer, who shall be approached for public resolution of the complaints:
Name: Varun Sharma
Email: varunsharma@uat.priyankpandey.in
Phone: 9873296164 (10 AM to 5 PM from Monday to Saturday)
An acknowledgment of the complaint to the Grievance Redressal Officer will be provided within 7 days, and efforts will be made to resolve the complaint promptly.
Officer-in-Charge of the Regional Office of DNBS of RBI
If the complaint / dispute is not redressed within a period of 1 (one) month or the customer is dissatisfied with the resolution, the customer may appeal to the Officer-in-Charge of the Regional Office of DNBS of RBI at Delhi, under whose jurisdiction the registered office of the NBFC falls.
Name: Ashutosh Sharma, Assistant Manager, Department of Supervision
Email: ashutoshsharma@rbi.org.in
Integrated Ombudsman Scheme
If the complaint / dispute is not redressed within a period of 1 (one) month or the customer is dissatisfied with the resolution, the customer may approach the Integrated Ombudsman of RBI under the Reserve Bank – Integrated Ombudsman Scheme, 2021 (“Scheme”).
Filing a Complaint with the Ombudsman:
a) The complaint may be lodged online through the CMS portal designed for the purpose at https://cms.rbi.org.in.
b) The complaint may also be submitted through electronic mode with full details as prescribed in the scheme to crpc@rbi.org.in or physical mode to “Centralised Receipt and Processing Centre, 4th Floor, Reserve Bank of India, Sector -17, Central Vista, Chandigarh – 160017”. The complaint, if submitted in physical form, shall be duly signed by the complainant or by the authorised representative. The complaint shall be submitted in electronic or physical mode in such format and containing such information as may be specified by Reserve Bank.
c) Complaints must be filed not later than one year after receiving a reply from the Company, or, if no reply is received, within one year and 30 days of the original representation to the company.
d) While complaints cannot be filed through the Contact Center, it can assist in filing the complaint and provide clarifications about the AGR mechanism. The Contact Center operates with a toll-free number 14448 and offers services in multiple languages.
e) The Scheme provides for an appellate mechanism for the complainant as well as the Company for complaints closed under appealable Clauses of the Scheme.
Review and Monitoring of Grievance Redressal at the Company
a) The Grievance Redressal Officer shall ensure effective monitoring of the complaints and their resolution, and undertake necessary amendments to the Grievance Redressal Mechanism to make the process more efficient. The Company shall ensure periodic review of the Grievance Redressal Mechanism to ensure efficient and effective functioning of the same.
b) This Policy of the Company will be reviewed by the board on recommendation of Grievance Redressal Officer on an annual basis for necessary changes required for enhancing the transparency and ethical standing of the organization and also to consider and adopt relevant regulatory amendments.