UNIGOLD FINANCE LIMITED
Customer Grievance Redressal Policy
OBJECTIVE
As a service organization, it is our primary responsibility to focus on Customer service and satisfaction. This document details the policy of redressal of customer complaints. The key objective of this policy is to ensure the following:
- All concerns/complaints raised by Customers are resolved in effective and timely manner, leading to their entire satisfaction;
- Through Customers’ feedback, we are able to improve our processes and products;
- In an event that the Customer is not satisfied with the resolution provided to him, he/she can escalate the issue to a higher level in the organization.
The Company does not discriminate in extending products and facilities including loan facilities to customers based on race, color, religion, sex or physically/ visually challenged applicants on grounds of disability.
Our Grievance Redressal Policy focuses on improving customer satisfaction by collecting feedback from customers across all business units and action plans are put in place to address key issues. Our endeavor is to ensure that all customer complaints are resolved within 7 days and a maximum of upto 30 days. The 30-day period will be reckoned after all the necessary information from the customer is received.
The various channels through which our customers can contact us for any assistance or redressal of their grievances, are listed below:
Contact Particulars of our Customer Service Center:
Call us on 18003090620 (Toll free) between 9:30 am and 6:30 pm from Monday to Saturday and our team will be happy to assist you or you may drop us an email at care@www.unigoldfinance.com.
(Please mention your loan account number and contact number in the subject line)
Level 1 Escalation:
In case you are not satisfied with the response from our Customer Care/Helpline, you can e-mail us at cs.vinita@www.unigoldfinance.com
Level 2 Escalation:
If case you are still not satisfied and want to raise your concern further, you may write an e- mail to our Principal officer at kailash.godhwani@www.unigoldfinance.com
Alternatively, you can also write to the below address:
Grievance Redressal Officer
Mr. Sakti Parida
1st Floor, Ridge Residency Complex, Baramunda,
Bhubaneswar, Odisha – 751003
Contact: 9692189044
Email: sakti@www.unigoldfinance.com
If the complaint/dispute is not resolved within a period of one month, the customer may appeal to the Officer-in-Charge of the Regional Office of Department of Non-Banking Supervision of RBI under whose jurisdiction the Registered Office of the Company falls. The details of Officer in charge, RBI are given below:
The Chief General Manager,
Department of Supervision,
Reserve Bank of India,
Fort Glacis, No. 16, Rajaji Salai,
Chennai – 600 001