Code Of Conduct

Customer Grievance Redressal

LEVEL 1

If in case of grievances, the customer can approach the Branch Manager or Regional Manager and discuss the grievance / Complaint/ issue. The contact number of the Branch Manager and Regional Manager are mentioned in the pass book and also displayed in the branch. The Branch Manager or Regional Manager shall resolve the issue within 7 working days.

LEVEL 2

If Customer is not satisfied with the response received at the branch level or don't receive a response, Customer can call the Belstar Toll free Customer care no 18001027049 or at Head office (044-45544026). Customer shall receive response within 3 working days of receipt the Complaint.

LEVEL 3

In case, the issue is not resolved within 10 working days of complaint either by lodging at the branch or at the toll-free no./ HO landline, the complaint can write or contact:

Mr. B.Panda
Grievance Redressal Officer
Belstar Investment and Finance Private Limited
New no. 33, Old No. 14, 48th Street, 9th Avenue,
Ashok Nagar, Chennai- 600083
Tel: 91-44-43414569
E-mail ID: banabihari.p@belstar.in

Customer shall receive an acknowledgement within 2 working days from the date of receipt of complaint. The complaint will be handled as per guidelines in this policy and the grievances will be resolved within 15 working days from the date of receipt of the issue/complaint matter by the GRO if it involves only the Company or within 30 days if the complaint involves an external agency.

LEVEL 4

If a customer is not satisfied with the response received from GRO or Branch or does not receive any response from GRO or branch within 30 working days, the customer can contact Microfinance Institutions Network (MFIN) in writing or make a phone call to their Toll-Free number- 1800 270 0317.

LEVEL 5

If customer is not satisfied with the response received or don't receive any response within 30 days from the date of complaints, Customer may call or write to the following Officer of Reserve Bank of India

General Manager

Department of Non-Banking Supervision,
Reserve Bank of India, Fort Glacis,
Rajaji Salai, Chennai 600001.
Phone No.: 044-25393406
Fax No.: 044-25393797
E-mail ID: dnbschennai@rbi.org.in