In case of a grievance, the customer can drop his/her complaint in the Suggestion and Complaint Box available in the Branch from where the loan has been taken and / or approach the Branch Manager (BM) and discuss about the complaint. On receipt of any complaint, the BM shall email a copy of the complaint to pno@belstar.in for centralized recording in the CGRM application. Simultaneously, the BM shall resolve the complaint within 5 working days from the date of receipt of the complaint.

If the customer is not satisfied with the response received from the branch level or does not receive any response, the customer can call Belstar Microfinance Limited Toll-Free No- 1800 102 7049 (Timing 10 am to 5 pm on working days) to register the complaint with full required details. The Grievance Redressal Officer of Belstar Microfinance Ltd. will address the grievance received in the Toll-Free desk within 5 working days, if the complaint is already raised through Level-1 as above or within 10 working days of the date of receipt of the complaint with full required details/ documentary evidence if the customer has not escalated the complaint earlier through the Level 1 as above and has called the Toll-Free No. as the first resort.

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

Mr. B. Panda,
Principal Nodal Officer (PNO),
Belstar Microfinance Limited,
Corporate Office, No:4/14, Soundrapandian Street,
Ashok Nagar, Chennai – 600 083.
Phone No. 044 43414510, Email ID: pno@belstar.in

The grievance will be resolved within 15 working days from the date of receipt of the complaint by the PNO if it involves only BML or within 30 days if the complaint involves an external agency like a Credit Information Company or an Insurance Company.

If a customer is not satisfied with the response received from the Branch / Grievance Redressal Officer / PNO or does not receive any response from them within 15 / 30 working days as in Level-3 above, the customer can contact Microfinance Institutions Network(MFIN) by making a call to their Toll-Free number- 1800 102 1080.

If a customer is not satisfied with the response received or does not receive any response from the Branch / Grievance Redressal Officer/ PNO / MFIN within 30 working days from the date of complaint, then the customer may complain in any language to RBI through any one of the following channels under the RBI-Integrated Ombudsman Scheme (RBI-IOS):

(i) Online: Through RBI’s CMS portal (https://cms.rbi.org.in)
(ii) Email at: crpc@rbi.org.in
(iii) Physical complaint by letter in the RBI prescribed format and posted to:
     Centralized Receipt and Processing Centre (CRPC),
     4th Floor, Reserve Bank of India,
     Sector 17,Central Vista,
     Chandigarh - 160017.
(iv) Contact RBI in their Toll-Free No-14448 (Timing- 9.30. am to 5.15 pm)