Grievance Redressal Policy

Table of Contents

1. Introduction

For a service organization, excellence in customer service is the most important tool for sustained business growth. In fact, it is only the positive service differentiators that keep the Company ahead of other players in the market. While products can be easily copied, service-related processes cannot be so easily copied. For any lending institution, customer complaints are a part and parcel of its operations. More so in case of Banks, financial Institutions, NBFCs as these are the service organizations in which customer service and customer satisfaction are of prime focus. We believe that providing prompt and efficient service is essential not only to attract new customers, but also to retain existing ones. With this thought, our Company has come up with a Grievance Redressal Mechanism with the primary objective to serve the customers.

2. Objective :

The objective of the Grievance Redressal Policy of the Company is to ensure the fair and equal treatment of all its customers without any bias-irrespective of caste, race, gender.
Grievances are minimized and the resolution of grievances is quick and within defined Turn Around Time (TAT).
The resolution process is accelerated with proactive intervention by Grievance Redressal Committee to cause nil distress to the customers.

3. Grievance Redressal Mechanism to handle customer complaints / grievances

At Udhyam Financial Services, customer delight is our priority and we are committed to provide our customers best in class experience.
Whilst all efforts are taken to give customers the best services to avoid any grievances the customers are intimated that they can record their grievances; if any; in writing or verbally.
The Company has a dedicated Customer Service Center (CSC) wherein any interaction, request, query or complaint can be lodged by the Customer. CSC has the grievance redressal mechanism which ensures that all customers are treated fairly and timely. Customers may follow the below mentioned matrix in order to escalate their concerns. This facility has been provided to the customers to register complaints for speedy redressal

Level 1: Registration of Complaint:

The Customers are suggested to follow to lodge their Complaints through multiple channels.
The customer can approach any of our service touch points given below to register a complaint and expect a response within a defined time period from complaint registration. Service Touch points are as indicated below –
Email – Customers can write to us at emails Ids mentioned below for complaints related to products and services:
[email protected]
Phone- Customers can also lodge their complaints by calling at dedicated Helpline No. 8951141719
Letter or post – Customers can write to us at
Customer Care Department,
Udhyam Financial Services Private Limited,
House no 2B Garden homes apartment
Sivanchetti garden post Aga Abbas Ali Road
Ulsoor Bangalore Karnataka
Pin Code – 56004

The registered complaints will be received by CSC, after examining the matter the complaints would be referred to respective functions for resolution. The Company shall endeavor to send acknowledgment email/call within 48 working hours and accordingly intimate the status of complaint

Level 2 Escalation:

If customers are not satisfied with the resolution provided through the above referred channels within 15 days, they may further escalate the concern to the Grievance Redressal Officer:

Grievance Redressal Officer
Mr. Mahendra Aditya Sahu,
Udhyam Financial Services Private Limited,
House no 2B Garden homes apartment
Sivanchetti garden post Aga Abbas Ali Road
Ulsoor Bangalore Karnataka
Pin Code – 56004
Email Id: [email protected]

Level 3 Escalation:

If the complaint/ dispute is not redressed within a period of one month, the customer may further escalate to the Officer-in-Charge of the Regional Office of Department of Non- Banking Supervision of Reserve Bank of India:

The General Manager,
Department of Non-Banking Supervision
Reserve Bank of India,
Martha’s Heart Center, 10/3/8
Nrupathunga Road, Opp St
Bengaluru, Karnataka 560001
The Grievance Redressal Mechanism is available on the Company’ www.udhyamfin.com

4. Resolution of Grievances

At Udhyam Financial Services, we have invested in the best-in-class technology to ensure timely resolution of the grievances. Once complain is received, our customer service 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 can escalate the issue through the grievance redressal mechanism as referred above

5. Time frame

Suitable timelines have been set for every complaint depending upon the investigations which would be involved in resolving the same. Complaints are suitably acknowledged on receipt and the customers are informed of delays if any, in the resolution.

6. Review and monitoring

Periodic review and monitoring of complaints, TATs, nature of complaints is done through Customer Service Committee and Grievance Redressal Committee to ensure that process loopholes if any are plugged.