1. Objective
The objective of this policy is to ensure that all customer complaints and grievances are handled efficiently, fairly, transparently, and within the prescribed timelines.
2. Scope
This policy applies to all customers of Swastik Finance Ltd. and covers grievances related to:
- Loan Services
- Employee Behavior
- Delay in Processing
- Documentation Issues
- Recovery Related Concerns
- Service Deficiency
- Any Other Customer Service Issue
3. Grievance Redressal Mechanism
Level 1 – Branch Level Resolution
Customers may contact the concerned branch through written application, email, phone call, or branch visit. Complaints shall be resolved within 7 working days.
Level 2 – Grievance Officer
Grievance Officer Name: Pankaj
Email: grievance@swastikfinance.in
Mobile No: +91 9015130910
If the customer is not satisfied with the branch resolution, the complaint may be escalated to the Grievance Officer.
Level 3 – Higher Authority
If the complaint remains unresolved, the customer may approach the appropriate regulatory authority or competent forum as applicable under law.
4. Mode of Lodging Complaint
Customers can register complaints through:
- Telephone
- Written Letter
- Branch Visit
The complaint should contain:
- Customer Name
- Loan/Application Number (if any)
- Contact Details
- Nature of Complaint
- Supporting Documents
5. Turn Around Time (TAT)
| Activity | Timeline |
|---|---|
| Complaint Acknowledgement | Within 48 Hours |
| Branch Resolution | 7 Working Days |
| Escalated Complaint Resolution | 15 Working Days |
6. Customer Rights
- Fair and Respectful Treatment
- Transparent Communication
- Timely Resolution of Complaints
- Right to Escalate Complaint
7. Review of Policy
This policy shall be reviewed periodically by the management of Swastik Finance Ltd. and updated as required under applicable laws and business requirements.