Area of Application
This guideline applies to all the employees working for Sarvasva Capital Finance Private Limited (“Company”) also known as “SARVASVA”.
Basis
The Grievance Redressal Mechanism Policy has been drafted as per Directions issued by Reserve Bank of India (RBI) on Fair Practices Code for Non-Banking Financial Companies (NBFCs).
Introduction
Customer service is extremely important for sustained business growth and as an organization we strive to ensure that our customers receive exemplary service across different touch points. Customer complaints constitute an important voice of customer, and this policy details complaint handling through a structured grievance redressal framework. Complaint redressal is supported by a review mechanism, to minimize the recurrence of similar issues in future.
The Grievance Redressal policy follows the following principles:
- Customers are treated fairly at all times.
- Complaints raised by customers are dealt with courtesy and in a timely manner.
- Customers are informed of avenues to escalate their complaints within the organization, and their rights if they are not satisfied with the resolution of their complaints.
- The employees work in good faith and without prejudice, towards the interests of the customers.
Definitions
The following terms are used in this policy with the meaning specified herein:
- “Sarvasva” shall mean the Company.
- “Board” shall mean the Board of Directors of the Company from time to time.
- “Customers” means all Business entities, Body Corporate, Individuals and other financial intermediaries, who may avail financial and other facilities from the Company, as per the policies of the Company.
- “Grievances” shall mean complaint, resentment, dispute, disagreement etc. arising out of the practices, procedures and codes, followed by the Company in its customer dealings.
Grievance Redressal Mechanism
At Sarvasva, customer delight is our priority and we are committed to providing our customers with best-in-className experience. Whilst all efforts are taken to give customers the best services to avoid any grievances, the customers are intimated that they can record their grievances, if any, in person, writing or verbally.
Time Frame for Response
The turn-around time for responding to a complaint is as follows:
- Fraud, Legal and cases pertaining to business practices, lending decisions, credit management and recovery and the same which need retrieval of documents and exceptionally old records: Two Weeks.
- For all the complaints received from the regulator, timelines as mandated by respective regulator will be adhered to. If any case needs additional time, the NBFC will inform the customer/regulator, the requirement of additional time with expected timelines for resolution of the issue.
Mechanism to Handle Customer Complaint/Grievances
LEVEL 1
SERVICE TOUCH POINTS ARE AS INDICATED BELOW:
Customers who wish to provide feedback or send in their complaint may use the following channels between 10:00 a.m. to 18:00 p.m. (Monday to Saturday) except Sundays, 2nd Saturday and public holidays.
Call our Customer Service Helpline on +91-011-41522422
Email us at info@sarvasvacapital.com
The customer can approach any of our service touch points given below in person/through letter to register a complaint and expect a response within the defined time period from complaint registration. Customers can also visit our office/branches and hand over a complaint letter to the Branch Manager or any other branch personnel. The customer is advised to take an acknowledgment of receipt with date from the branch personnel he/she is handing over the complaint letter.
Or At
Sarvasva Capital Finance Private Limited :
Registered Office:
27/1 A (First Floor), Jail Road,
Ashok Nagar, Double Storey, New Delhi-110018
The Company for this purpose, has framed different levels for addressing and solving the Customer’s grievance/ queries by appointing primary officer/ Compliance officer/ Nodal Officer, the details of which is indicated below:
Primary Officer
Mr. Varun Bansal
Sarvasva Capital Finance Private Limited :
Registered Office:
27/1 A (First Floor), Jail Road,
Ashok Nagar, Double Storey, New Delhi-110018
Email: varun@sarvasvacapital.com
Phone: +91 11 41522422
The Primary Officer, so appointed by the Company shall take all necessary steps to redress and resolve the grievance and to send a response as soon as possible and, in any case, not later than a maximum period of two weeks.
Escalation Matrix
In case the complaint is not resolved within the given time or if the customer is dissatisfied with the response received from the Company, the customer may escalate the complaint to the next level as indicated below:
Primary Level I
If the customer is not satisfied with the resolution received from the above channels, or if the customer does not hear from us within two weeks of the complaint raised, the customer can contact the following channel:
Compliance Officer
Mr. Amit Gulati
Sarvasva Capital Finance Private Limited :
Registered Office:
27/1 A (First Floor), Jail Road,
Ashok Nagar, Double Storey, New Delhi-110018
Email: amit@sarvasvacapital.com
Phone: +91 11 41522422
An assurance is given to the customer that he would receive a response within 7 business days and due efforts will be taken to resolve the complaint well before that.
Secondary 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 may escalate his grievance to the regulator at the below address:
Department of Non-Banking Supervision
New Delhi, Regional Office
Reserve Bank of India,
6, Sansad Marg, New Delhi, Delhi 110001
Reporting to Board of Directors
The Summary of the customer grievance report along with its Status Report indicating the actions taken for resolution of the complaints, shall be placed before the Board of Directors for their review on an annual basis by the Company Secretary / Compliance Officer of the Company.
The report shall contain information like, the total number of complaints received, disposed off, and pending, with reasons thereof, which will be placed before the Board for information/guidance.