GRIEVANCE HANDLING POLICY
A. Background and Objective
The timely and effective handling of consumer Complaints/Concerns is fundamental to Shiksha’s principles of Responsible Finance and its commitment to treat consumers fairly. We at Shiksha Financial Services India Pvt ltd are committed to promptly responding to and resolving customers’ Complaints/Concerns and driving appropriate adjustments to business practices to improve customer service and enhance risk management.
The objective of the policy is to ensure that:
- All customers are treated fairly and without bias at all times.
- All issues raised by customers are dealt with courtesy and resolved on time.
- Customers are made completely aware of their rights so that they can opt for alternative remedies if they are not fully satisfied with our response or resolution to their complaint.
B. Definition of a Complaint / Concern
Complaint/ Concern means an oral or written communication (including an electronic communication) that expresses dissatisfaction with a Shiksha product, service of employee or a third party service provider acting on Shiksha’s behalf.
C. Channels available for customers to report grievance
If a customer has a problem or wishes to register a complaint, they can reach us at any of the following access channel.
- Phone
- Through Email
- Interaction at Branch
- Through Letter
D. Grievance redressal mechanism
1. Registration of Complaints
The Company enables customers to register a Complaint through multiple channels as mentioned above in Section C.
2. Acknowledgement & Receipt
Complaints/Concerns will be acknowledged upon receipt to the customer; acknowledgement will occur verbally, in writing, or electronically, depending on the channel received.
3. Resolution of Grievances
The Customer Care Team is responsible for resolution of complaint/ grievance to the customer’s satisfaction. Every attempt is 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/ it can escalate the issue through the grievance redressal mechanism as referred above.
4. Time frame
Suitable timelines have been set for every complaint depending upon the investigations which would be involved in resolving the same. Company will ensure that final decision is communicated to the complainant within 30days from the date of receipt of the complaint by the Company.
E. Complaint Lodgement and Escalation:
- 1st level: Branch Level Customer Service
Shiksha has constituted Branch level Customer Service headed by Branch head.
- All complaints / grievances of customers should be addressed to the branch manager / officer in charge
- If not satisfied with the reply / action taken by them within 7 days, customers can escalate the matter to second level
- 2nd level: Head Office level
please contact Customer Service by explaining the details of the issue concerned, write to
Head – Customer Care
Shiksha Financial Services India Private Limited
3rd Floor No. 497, Kattima Isana Mall, Poonamallee High Road,
Arumbakkam, Chennai – 600 106.
Contact No: 044-61916600 / 9566016761, Email id: info@shikshafinance.com
- 3rd level: Greivance Redressal officer at Corporate Office
In case the complaint is not resolved within 10 days, please contact:
Mr. Sampathkumar TA
Grievance Redressal Officer
Shiksha Financial Services India Private Limited
3rd Floor No. 497, Kattima Isana Mall, Poonamallee High Road,
Arumbakkam, Chennai – 600 106.
Contact No: 044- 61916600 / 9384002130, Email id: <sampathkumar.ta@shikshafinance.com>
F. Reserve Bank of India – Banking Ombudsman (2006) and Integrated Ombudsman (2021) Scheme
As per the Reserve Bank of India Integrated Ombudsman Scheme, 2021, a customer can file his complaint before the Banking Ombudsman if the reply is not received from the bank within a period of 30 days after the bank/FI Concerned has received his representation, or the bank rejects the complaint, or the complainant is not satisfied with the reply given to him by the bank.
In line with the above Scheme, in case customers have not heard from us for 30 days or customers are not satisfied with the resolution provided by any of the above channels or individuals appointed by Shiksha Finance, please feel free to contact the Banking Ombudsman, a statutory body appointed by the Reserve Bank of India to look into the provision of satisfactory service by banks. Customer can refer the same through http://www.rbi.org.in.
- Escalation to RBI -Ombudsman Scheme, 2021.
In case the complaint is not resolved within 30 days, please contact The Reserve Bank – Integrated Ombudsman Scheme, 2021:
- Complaints can be filed online on complaint lodging portal of the Ombudsman at https://cms.rbi.org.in
- Complaints can also be filed through the dedicated e-mail to CRPC@rbi.org.in
- or sent in physical mode to
The ‘Centralised Receipt and Processing Centre’
Reserve Bank of India,
4th Floor, Sector 17, Chandigarh – 160017 - Additionally, a Contact Centre with a toll-free number – 14448 (9:30 am to 5:15 pm) – is also being operationalised in Hindi, English and in eight regional languages to begin with and will be expanded to cover other Indian languages in due course.
- The Contact Centre will provide information/clarifications regarding the alternate grievance redress mechanism of RBI and to guide complainants in filing of a complaint.
- A copy of the Scheme is available on the RBI website and on the CMS portal (https://cms.rbi.org.in).
Version 2.0 March 2024
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