GRIEVANCE REDRESSAL PROCEDURE


GUIDELINES ON HANDLING OF COMPLAINTS

  • India Infoline Housing Finance Limited (India Infoline Housing Finance Limited) would strive for customer satisfaction within the framework of law, adopted policies and procedures.
  • In case of any grievance, the customer may approach the Company's office where he/she had his/her account or application has been made. He/she could also register the complaint by sending an e-mail to designated E-mail ID or by calling at the designated phone number as provided.
  • Customer may also write/communicate with the concerned location for redressal of the grievance.
  • If the complaint is lodged over phone at HFC's designated telephone helpdesk or customer service number, the customer shall be provided with a complaint reference number and be kept informed of the progress within a reasonable period of time.
  • If a complaint has been received in writing from a customer, HFC shall endeavor to send him / her acknowledgement / response within a week. The acknowledgement should contain the name & designation of the official who will deal with the grievance.

COMPLAINT LODGEMENT: MODES AVAILABLE

At Branch

  • Phone
  • E-mail to Branch Officials
  • In person- Verbal/ Letter

Online/ Internet/Phone

  • E-mail to designated mail address.
  • By calling on designated landline no.

GRIEVANCE REDRESSAL MECHANISM

In case of any grievance, the customer may approach the Company's office where he / she had his / her account and register the complaint in the branch.

On registering the complaint, the customer should obtain complaint number and date for future reference.

In case of any complaint/grievance, the applicant/borrowers may also contact the following:

  • Designated E-mail id of India Infoline Housing Finance Limited for submission of complaints: reach@iihfl.com
  • Designated toll free no. for submission of complaints : 180030001155

India Infoline Housing Finance Limited would acknowledge receipt of complaint within 3 days and would ensure that a response is provided within a period of 15 days from the date of lodging of complaint. Delays in closure of complaint beyond 15 days on account would be communicated to the applicant/borrower.

ESCALATIONS MATRIX

LEVEL I

In case of response not being received within 15 days of lodging the complaint at reach e-mail i.d. or response being unsatisfactory from above mentioned sources the complaint may be further escalated to:

Ms. Rakhi Narain, Customer Service Manager and Grievance Redressal Officer; on rakhi.narain@indiainfoline.com

IIFL Tower, 98, Udyog Vihar,
Phase-IV, Near Maruti Gate no-3,
Gurgaon, Haryana -122016

LEVEL II

In case of response not being received within 15 days of escalation of complaint to Level I or the response being unsatisfactory from the above mentioned sources the complaint may be further escalated to

Mr. Ajay Jaiswal, Head - Compliance on ajay.jaiswal@indiainfoline.com

IIFL Tower, 98, Udyog Vihar,
Phase-IV, Near Maruti Gate no-3,
Gurgaon, Haryana -122016

LEVEL III

In case of response not being received or the response being unsatisfactory from the above mentioned sources the complaint may be further escalated to:

National Housing Bank,
Department of Regulation and Supervision,
(Complaint redressal Cell),
4th Floor, Core-5A, India Habitat Centre,
Lodhi Road,
New Delhi- 110003

The complaint can also be e mailed to crcell@nhb.org.in