Customer Grievance Redressal Policy
- Objective of Grievance Redressal Policy
Customer complaints constitute an important voice of customer, and Zeal Holdings Private Limited has framed the Policy to lay down the framework for minimising and resolving instances of customer grievances through proper Redressal mechanism. The Company's Grievance Redressal Policy fulfils the following principles: Customers shall be treated fairly at all times:
- Complaints raised by customers shall be dealt with courtesy and resolved in a timely manner.
- Customers shall be informed of avenues to escalate their complaints within the organisation, and their rights in cases when their complaints are not resolved in a timely manner or when they are not satisfied with the resolution of their complaints.
- To comply with the regulatory guidelines as required for this function.
- Basis
The Grievance Redressal Mechanism Policy has been made as per chapter VI of Non-Banking Financial Company -Non Systemically Important Non-Deposit taking Company and Deposit taking Company (Reserve Bank) Directions, 2016(“Master Directions”) issued by Reserve Bank of India (RBI).
- Grievance Redressal Mechanism process
In case of any grievance, customers can intimate and record their complaints / grievances for a resolution in the manner detailed below: A. Registration of Complaints.
- Branch - Customers can visit the Branch Office for registration of their grievances. Oral complaints, if any should be followed by submission of a written complaint;
- Email / Letter - Customers can send their grievances through email.
Customers shall ensure that they quote their application no. in every correspondence with the Company regarding their complaint. Anonymous complaints will not be addressed in terms of this Customer Grievance Redressal Mechanism.
- Monitoring
The customer complaints log along with ageing analysis and complaints received from the Reserve Bank of India.6. Resolution of ComplaintsThe department heads are responsible jointly and severally for resolution provided by their teams and for closure of customer issues.
ESCALATION MATRIX
Level 1
Customer Relationship Manager
Please raise a complaint on the below mentioned link or via Email
info@zealholdings.in
Monday - Saturday 9:30am to 5:30pm
15, 4th/F, Pratap Nagar, Mayur Vihar, Ph-1 New Delhi-110091
* This facility is not available on 2nd & 4th Saturdays, all Sundays and Bank Holidays
Level 2
Grievance Redressal Officer
Escalate to Grievance Officer if no response in 3 days.
grievance@zealholdings.in
Monday - Saturday 9:30am to 5:30pm
* This facility is not available on 2nd & 4th Saturdays, all Sundays and Bank Holidays
Level 3
Principal Nodal Officer
Escalate to Principal Nodal Officer if unsatisfied with resolution.
pno@zealholdings.in
Monday - Saturday 9:30am to 5:30pm
* This facility is not available on 2nd & 4th Saturdays, all Sundays and Bank Holidays
Principal Nodal Officer
If any customer is not satisfied with the resolution provided by the Grievance Redressal officer then escalation can be made to the below partner Principal Nodal officer details as mentioned below
Please give us up to 10 working days to resolve your complaint or query
RBI Sachet Portal (Investor Awareness & Protection)
If any customer is not satisfied with the resolution provided by the Grievance Redressal officer, then escalation can be made to the NBFC Ombudsman at the below mentioned address:
C/o Reserve Bank of India
RBI Byculla Office Building
Opp. Mumbai Central Railway Station Byculla, Mumbai-400 008
STD Code: 022 Telephone No: 2300 1280 Fax No: 23022024
RBI Sachet Portal (Investor Awareness & Protection)
If any customer is not satisfied with the resolution provided by the Grievance Redressal officer, then escalation can be made to the NBFC Ombudsman at the below mentioned address:
C/o Reserve Bank of India
RBI Byculla Office Building
Opp. Mumbai Central Railway Station Byculla, Mumbai-400 008
STD Code: 022 Telephone No: 2300 1280 Fax No: 23022024