Customer Grievance Redressal

In case of a grievance, the customer can approach the Branch Manager (BM) or Regional Manager (RM) and discuss the complaint/grievance issue. The contact number of the BM and RM are mentioned in the Loan Card and displayed in the branch. The BM / RM shall resolve the complaint/grievance within 5 working days from the date of receipt of the complaint.

If the customer is not satisfied with the response received at the branch level or does not receive a response, customer can call the Belstar Toll-Free customer care no. 1800 102 7049 or at Head office (044- 45544026). The complaint will be handled as per guidelines in this policy and grievance will be redressed within 5 working days from the date of receipt of the complaint at the Toll-Free no. / HO landline.

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. Banabihari Panda,
Principal Nodal Officer,
Belstar Microfinance limited Corporate Office,
No:4/14, Soundrapandian Street Ashok Nagar,
Chennai – 600 083.
Tel no. 044-43414569,
Email ID : bml@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.

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 15 /30 working days, the customer can contact Microfinance Institutions Network (MFIN) in writing or make a phone call to their Toll-Free number1800 102 1080.

If customer is not satisfied with the response received or does not receive any response from Branch / GRO within 30 working days from the date of complaint, customer may complain in any language to RBI through any one of the following methods 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 (letter/post) in the RBI prescribed format to:
     Centralised Receipt and Processing Centre (CRPC),
     4th Floor, Reserve Bank of India,
     Sector 17,Central Vista,
     Chandigarh - 160017.

Customer Grievance Redressal Mechanism (CGRM) Policy