At Raghubar Automobile & General Finance Company Private Limited (“RAGFCPL / Company”), we have established a multi-level complaint / grievance redressal mechanism system duly approved by the Board of Directors. The details of the same are mentioned below.
Move to the next level only if you are not satisfied with the response received at the current level.
At the initial level, the complaint is to be reported to the Branch Manager who shall make an entry in the complaint / grievance register along with details of the complaint.
If the customer is not satisfied with the response of the Branch Manager to his complaint / grievance, then he can approach the Grievance Redressal Officer of the Company.
The acknowledgement should contain the name and designation of the official who will deal with the grievance. Best efforts shall be made to dispose off the complaint / grievance within 30 days of receipt along with sufficient explanation.
If the customer is not satisfied with the response of the Grievance Redressal Officer then he can approach the Business Head of the Company.
In case the customer is dissatisfied with the response received from the Company, or did not receive any response from the Company within the above said time-limit (i.e. 30 days), the customer may approach the Complaint Redressal Cell of National Housing Bank (NHB) for HFCs.
Send the complaint in the prescribed format available at the NHB website to the Complaint Redressal Cell (address given below).
nhbonline.org.inTo: Complaint Redressal Cell
Department of Regulation and Supervision
National Housing Bank (NHB)
4th Floor, Core 5-A, India Habitat Centre
Lodhi Road, New Delhi – 110003
If a complaint has been received in writing from a customer, the Company shall endeavor to send him/her an acknowledgement / response within a week.
The acknowledgement should contain the name & designation of the official who will deal with the grievance.
If the complaint is relayed over phone at the Company’s designated telephone helpdesk or customer service number, the customer shall be provided with a complaint reference number.
The customer shall be kept informed of the progress within a reasonable period of time.
After examining the matter, the Company shall send the customer its final response or explain why it needs more time to respond.
The Company shall endeavor to do so within six weeks of receipt of a complaint.
In accordance with the RBI Master Directions and RAGFCPL’s Model Code of Conduct for DSAs, the aforesaid grievance redressal machinery of the Company shall also deal with the issues relating to services provided by the out-sourced agency.
The Grievance Redressal Mechanism System (e-mail id and other contact details at which the complaints can be lodged, turnaround time for resolving the issue, matrix for escalation, etc.) has been duly displayed outside every branch, corporate / registered office and the website of the Company.
Board-approved Grievance Redressal Mechanism