Customer Grievance Redressal

In the case of grievances, the customer can approach the Branch Manager or Regional Manager and discuss the issue. The contact numbers of the Branch Manager and Regional Manager are mentioned in the passbook and also displayed in the branch. The Branch Manager or Regional Manager will resolve the issue within 7 working days.

If the customer is not satisfied with the response received at the branch level or did not receive a response, they can call the Belstar Toll-free Customer Care number 1800107049 or contact the Head office (044-45544026). Timings: 10:00 am - 6 pm (Monday to Friday)

The customer should receive a response within 5 working days of receipt of the complaint.

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

Mr B.Panda
Grievance Redressal Officer
Belstar Microfinance Limited
New no. 33, Old No. 14, 48th Street, 9th Avenue,
Ashok Nagar, Chennai- 600083
Tel: 044 43414569
E-mail ID: banabihari.p@belstar.in

The customer will receive an acknowledgement within 2 working days from the date of receipt of the 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 complaint matter by the GRO, if it involves only the company or within 30 days if the complaint involves an external agency.

If the customer is dissatisfied with the response received from the GRO or Branch or does not receive any response within 30 working days, they must contact Microfinance Institutions Network (MFIN) in writing or make a phone call to their Toll-Free number 1800-102-1080.

If the customer is still not satisfied with the response received or didn’t receive a response within 30 days from the date of complaints, they may call or write to the officer in charge at the Reserve Bank of India:

General Manager (GM)
Department of Supervision,
Reserve Bank of India, Regional Office,
Bakery Junction, Thiruvananthapuram - 695033.
Phone No.: 0471 - 2320612 / 2337188
E-mail ID: helptrivandrum@rbi.org.in

Customer Grievance Redressal Mechanism (CGRM) Policy