Grievance Redressal

Customer experience is extremely important for sustained business growth and as an organization Girdhar Finlease Limited. Strives to ensure that our customers receive exceptional service across different touch points.

1. Purpose

Customer complaints constitute an important voice of customers, and this policy details complaint handling through a structured grievance redressal framework. Complaint redressal is supported by a review mechanism to minimise the recurrence of similar issues in future.

The Grievance Redressal policy follows the following principles:

• Customers are treated fairly;

• Complaints raised by customers are dealt with courtesy and in a timely manner;

• Customers are informed of avenues to escalate their complaints within the organisation 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.

• Internal Machinery to handle Customer complaints and prioritisation

• The Company has invested in the best-in-class LOS & CRM system to ensure timely resolution of the grievances.

The system captures the complaints; follows TATs based on the nature of the query and escalates issues on the basis of predefined TATs and as per the escalation matrix.

Once captured in our internal system, customer care will acknowledge the complaint within 2 working days and work toward a final response or resolution within 7 working days. Every attempt will be made to offer the customer suitable and appropriate alternate solutions wherever possible.

However, if the customer continues to remain dissatisfied with the resolution, he/she can escalate the issue through the grievance redressal mechanism as referred below.

2. Time Frame

Complaints are acknowledged within 2 working days. A final response or resolution is provided within 7 working days at Level 1. If escalated, the grievance is closed within 10 working days of escalation at Level 2, and in any case within 30 calendar days from the date of first registration. Customers are informed of delays, if any, in the resolution.

3. Review & Monitoring

Periodic review of monitoring of complaints, TATs, and nature of complaints will be done to ensure that process loopholes, if any, are plugged and trends are checked.

4. Escalation Matrix