POLICIES   :   GRIEVANCE

GRIEVANCE

REDRESSAL POLICY

OBJECTIVE OF POLICY:

 

The objective of this Policy is to provide for an efficient and effective grievance redressal mechanism in the Company, as also to the customers of SHFCL.

 

SCOPE OF THE POLICY:

 

The Policy  cover  all  the  grievances  raised  by  the  stakeholders  of  Swagat Housing Finance Company Limited viz., borrowers, lenders, service providers, employees etc. in connection with all actions taken by it or lack of action, about the standard of services/ deficiencies in services etc.

 

Grievance Redressal Mechanism being put in place is to provide a simple, speedy and cost effective mechanism to the aggrieved parties.

 

The escalation provided is to ensure that the concerned higher ups in the organization are made aware of the grievance of the aggrieved party and take a considered view in the matter. This in no way to substitute the existing judicial or quasi-judicial forums available to the aggrieved person to get his grievance adjudicated or redressed. The Complainants, therefore, are at liberty to approach the available forums at any stage i.e. even before resorting to the above mechanism, during the pendency of the complaint or when they are not satisfied with the outcome.

 

PROCESS OF GRIEVANCE REDRESSAL:

 

Grievance Redressal Process for complaints received against Swagat Housing Finance Company Limited (SHFCL):

 

 

  • Submission of Complaints - Complainant may submit their complaint in writing to the Company (SHFCL) or address the same to the concerned Officer In-charge.
  • Issue  of  acknowledgement  -  The  concerned  Department  after  receipt  of  the complaint will immediately issue an acknowledgement to the complainant.
  • Rederssal of the complaint – The Officer In-Charge of the concerned    Department will examine the Complaint and would try to resolve the issue. All the complaints received in a Department will be disposed off with the approval of the Officer in- Charge of the concerned Department.  The status of complaints received, resolved and pending will be reported to the Board/EC through the Chief Grievance Redressal Officer of NHB on quarterly basis.

 

GRIEVANCE REDRESSAL MECHANISM OF SWAGAT:

 

For any grievances related to the housing loans or any process thereof, please contact the following for redressal purpose:

 

Name of the official from SHFCL:

Mr. Shoban Mandulla, Company Secretary

Contact Telephone:  022-42551448/49

Email ID:  swagatgroup@yahoo.co.in

Turnaround time to address the complaint:  Within 10 working days

 

Escalation to:

Mrs. Sahana R. Prabhu, Managing director

Contact Telephone:  022- 42551414

Email ID:  swagatgroup@yahoo.co.in

Turnaround time to address the complaint would be 30 working days.

 

In case of non-satisfactory response to your complaint, you may please approach:

The Complaint Redressal Cell,

Department of Regulation & Supervision,

National Housing Bank, 4th floor, Core 5A,

India Habitat Centre, Lodhi Road, New Delhi – 110003

Email: crcell@nhb.org.in

 

REPORT TO THE BOARD:

 

The  Complaint  Redressal  Cell  of  NHB  through  Chief  Grievance  Redressal  Officer  will submit quarterly status of the complaints received and redressed as well as pending status to the Board/Executive Committee of NHB.

 

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