Grievance Redressal
Customer experience is extremely important for sustained business growth and as an organization Madhur Instalments Private Limited. Strives to ensure that our customers receive exceptional service across different touch points.
1. Purpose
Customer complaints constitute an important voice of customers, and this policy details complaint handling through a structured grievance redressal framework. Complaint redressal is supported by a review mechanism to minimise the recurrence of similar issues in future.
The Grievance Redressal policy follows the following principles:
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Customers are treated fairly;
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Complaints raised by customers are dealt with courtesy and in a timely manner;
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Customers are informed of avenues to escalate their complaints within the organisation and their rights if they are not satisfied with the resolution of their complaints;
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The employees work in good faith and without prejudice towards the interests of the customers.
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Internal Machinery to handle Customer complaints and prioritisation
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The Company has invested in the best-in-class LOS & CRM system to ensure timely resolution of the grievances.
The system captures the complaints; follows TATs based on the nature of the query and escalates issues on the basis of predefined TATs and as per the escalation matrix.
Once captured in our internal system, customer care will be responsible for the resolution of complaints/grievances to the customer’s satisfaction within a period of 30 days. Every attempt will be made to offer the customer suitable and appropriate alternate solutions wherever possible.
However, if the customer continues to remain dissatisfied with the resolution, he/she can escalate the issue through the grievance redressal mechanism as referred below.
2. Time Frame
Suitable timelines of 30 days have been set for every complaint depending upon the investigations that would be involved in resolving the same. Complaints are suitably acknowledged on receipt, and the customers are informed of delays if any, in the resolution.
3. Review & Monitoring
Periodic review of monitoring of complaints, TATs, and nature of complaints will be done to ensure that process loopholes, if any, are plugged and trends are checked.
4. Escalation Matrix
a. Primary Level
Customer can raise their concerns pertaining to the Platform, EMI schedule, Facility Type, Processing Fee and/or any other charges or any other concern related to the product to authorized representatives of the Company as below:
Email – For loan processing-related queries, customers can write us at support@madhurfinserve.com
For repayments, CIBIL and refund-related queries, customers can write us at collections@madhurfinserve.com
Customers are required to quote the loan account number to help us understand and address their concerns.
An assurance is given to the customer that he/ she/ it would be responded to within 7 (seven) days and due efforts are taken to resolve the complaint well before that.
b. Secondary Level
If the customer is not satisfied with the resolution received or if the customer does not hear from us in 7 days, we request the customer to write to our Grievance Redressal Officer:
Mr. Shivam Nishad
c. Third Level
If the customer is not satisfied with the resolution received or if the customer does not hear from us in 30 days, then he/she may lodge their complaint on RBI CMS portal - https://cms.rbi.org.in or reach them on the dedicated e-mail id - crpc@rbi.org.in Or send your complaint form (format available on the website under Ombudsman scheme 2021) to the below mentioned address:
Officer- in-Charge, Reserve Bank of India, Post Box No. 82/142, Mahatma Gandhi Road,
Kanpur- 208 001