Grievance Redressal Mechanism
At Chinmay Finlease Limited, we recognize that delivering an exceptional customer experience is crucial for ongoing business success. We are committed to ensuring that our customers receive outstanding service across all interaction points.
1. Purpose
Customer feedback, including complaints, is a vital component of our service improvement strategy. This policy outlines our approach to managing complaints through a structured grievance resolution framework. It includes a review mechanism designed to reduce the likelihood of similar issues arising in the future.
The Grievance Redressal policy follows the following principles:
​
1. Fair treatment of all customers;
2. Handling of complaints with courtesy and promptness;
3. Clear communication about escalation options and customer rights if dissatisfaction persists;
4. Employees act with integrity and impartiality, prioritizing customer interests.
5. Internal Machinery for Handling Customer Complaints
6. The company has invested in a state-of-the-art LOS & CRM system to facilitate timely resolution of grievances.
The system tracks complaints, adheres to turnaround times (TATs) based on the nature of the query, and escalates issues according to a predefined escalation matrix.
Once a complaint is recorded in our system, the Customer Care team will work to resolve it to the customer’s satisfaction within 30 days. We will make every effort to provide suitable alternative solutions where applicable.
If a customer remains dissatisfied with the resolution, they may escalate the issue using the grievance redressal mechanism outlined below.
2. Time Frame
A standard resolution timeframe of 30 days is set for all complaints, depending on the complexity of the investigation required. Complaints are acknowledged upon receipt, and customers are notified of any delays in the resolution process.
3. Review & Monitoring
We conduct regular reviews of complaint monitoring, TATs, and complaint types to identify and address process gaps and emerging trends.
4. Escalation Matrix
a. Primary Level
For concerns related to the Platform, EMI schedules, Facility Types, Processing Fees, or any other product-related issues, customers should contact our authorized representatives as follows:
• For loan processing-related queries: Email us at support@chinmayfinlease.com
• For repayments, CIBIL, and refund-related queries: Email us at collections@chinmayfinlease.com
Please include your loan account number to help us address your concerns effectively.
We aim to respond within 7 days and strive to resolve complaints promptly.
b. Secondary Level
If the resolution is unsatisfactory or if no response is received within 7 days, customers should escalate the issue to our Grievance Redressal Officer on the number below anytime between 10:00 AM to 07:00 PM from Monday to Saturday except public holidays or write to the Grievance Redressal Officer at the e-mail address below.
Mr. Satvinder Singh Huda
Email: grievance@chinmayfinlease.com
Phone: +917969105295
Address: 3rd Floor, House no 14,
Times Corporate Park,
Opposite Copper Stone Flats,
Thaltej, Ahmedabad, Gujarat - 380059
c. Third Level
If the resolution is still unsatisfactory or no response is received within 30 days, customers may escalate the complaint to the RBI Complaints Management System (CMS) portal at https://cms.rbi.org.in or contact them via email at crpc@rbi.org.in. Alternatively, customers can send their complaint form (available under the Ombudsman scheme 2021) to the following address:
Officer- in-Charge, Reserve Bank of India, Near Gandhi Bridge, Income Tax Circle, Ashram Road, Ahmedabad – 380014