Grievance for Personal Loan
ACHIIEVERS FINANCE INDIA LMTD
(formerly known as Achiievers Finance India (P) Ltd)
Grievance Redressal Mechanism
i. Achiievers Finance India Lmtd (the “Company”) will implement all possible steps to prevent and minimize customer complaints / grievances;
ii. The Company will facilitate the customer to repay through various banking channels such as, net banking, debit card, UPI, various payment gateways etc.
iii. In the event that a customer has a grievance, the following Grievance Redressal Mechanism shall apply:
a. Level 1: At first, the customer must contact at 9990590237 or email at info@jhatpatloans.com for any grievances. The working hours are 10:00 am to 6:00 pm Monday to Friday.
b. Level 2: In the event that the complaint remains pending at Level 1 for a period of more than 7 working days from the date of lodging complaints, or if the customer is not satisfied with the outcome of Level 1 resolution, the customer can mail at: info@achiieversfinance.com;
c. Level 3: In the event that the complaint remains pending at Level 2 for a further period of 7 working days from the date of lodging complaint at Level 2, or if the customer is not satisfied with the outcome of Level 2 resolution, the customer can contact the following Nodal Grievance Redressal Officer at cs@achieversind.com;
d. Level 4: If the complaint / dispute is not redressed within a period of 1 (one) month, the customer may appeal to the Officer-in-Charge of the Regional Office of Department of Non-Banking Supervision (DNBS), under whose jurisdiction the registered office of the applicable NBFC falls.
Office Jurisdiction Kolkata
Address of RBI (Kolkata) 15, N.S. Road, Kolkata- 700 001
Phone +91 33 22303299
Email rdkolkata@rbi.org.in
iv. The Company shall ensure that an effective training system shall be in place so that the employees are customer friendly and do not resort to rude, inappropriate or unethical behavior.
v. Details of Nodal Grievance Redressal Officer of the Company is as follow:
Name: Ms. Poushali Ghosh
Address: 32/A, Diamond Harbour Road, Sakherbazar, Kolkata- 700008
Email Id: cs@achieversind.com
Contact No: 033 6606 3000
Grievance for Gold Loan
ACHIIEVERS FINANCE INDIA LMTD
(formerly known as Achiievers Finance India (P) Ltd)
Grievance Redressal Policy
“Customer Grievance Redressal” is key in proper rendering of services in any service organisation. It augments the ‘Customer Service’ at Branches to the organisation by providing real feed-back on efficacy of service norms designed and prescribed therefrom. This policy document, therefore, deals with how the ‘Customer Grievances’ received by the Company will be dealt with, by whom, within what time-frame. A record of all Customer Grievances will be maintained by the Company in such form as is feasible and all grievances will be reported to the Board along with details of steps taken for redressal thereof.
Modes of receiving grievances:
- Physical: For collating all customer complaints / grievances, Achiievers Finance India Lmtd (“Achiievers”/ “Company”) will make available Complaint register at each Branch. The Branch Managers will be responsible to gather any such Grievance/s received and as found necessary seek assistance from Cluster Head or Head – Operations to resolve all such Grievances raised, satisfactorily and within time-lines indicated in this policy.
- On the website: The Company’s website www.achiieversfinance.com has details of Customer Care number and email id where client can register their complaints. All such grievances will be addressed by Head – Customer Care by involving necessary personnel, again within the turnaround times indicated hereunder.
Nature of Grievances:
While it may be difficult to pre-empt all grievances that customers may raise, some common ones that can be expected are in the nature of the following, viz
- Non-issuance of Loan Account statement;
- Non-receipt of Part / Full Payment OR refusal to issue acknowledgement / receipt;
- Non-issuance of Repayment Schedule;
- Non-acceptance of a Pre- Closure Request;
- Non-acceptance of change wrt. Address/ Email ID/ Contact No. etc.;
- Non-issuance of Provisional Interest Certificate for Income Tax Purposes;
- Non-issuance of Photocopy of documents, loan agreements and related documents;
- Non-issuance of List of documents;
- Non-issuance of No dues certificate after loan closure;
- Non-issuance of original documents, defaulting in removal of creation of pledge.
- Not addressing Interest & other charge related queries;
- Not informing of change in EMI pursuant to increase / decrease in loan/ROI or failure to provide any other information sought;
- incorrect reporting of delinquency in the loan;
- Related to Credit information Report