Grievance Redressal Mechanism

We, at Mount Shikhar Financial Services Limited take customer satisfaction as a priority and imperative function of the organization.

This Customer grievance redressal mechanism has been designed in order to provide prompt resolutions to customer having queries and issue pertaining to our product and services.

Below matrix shall be followed as a redressal mechanism.

  1. Principles of grievance redressal
    2. The guiding principles of the approach to grievance redressal are as follows:
    1. Transparency: The customer shall be provided with information regarding the channels they can access to service their requirements and resolve their issues. In addition, the turn-around-time for issues to be redressed, including investigation and resolution shall be communicated transparently.
    2. Accessibility: We shall enable the customers to avail of services through multiple published channels.
    3. Escalation: Information on the process of escalation of complaints to the next level, in case the customer is not satisfied with the resolution provided by the current level then we will be made available in the In-APP Feedback/our website/our call center and through email.
    4. Customer Education: We shall endeavor to make continuous efforts to educate our customers to enable them to make informed choices regarding our products and reduce errors in transactions.
    5. Review: We shall have forums at various levels to review customer grievances and enhance the quality of customer service.
  2. Aspects of grievance redressal policy
    3. Customers can reach out to us through below mediums:
    1. Call our (NBFC) customer care number.
    2. Writing email to us (NBFC) on our customer care email id.
    3. Writing a letter at the official address to us (NBFC)
  3. Process of making a compliant
    4. Customers are requested to provide necessary loan details, valid complaint and reachable contact number or Email ID which was registered with us (NBFC).
  4. Escalation Matrix
    5. Below escalation matrix shall be followed if grievance is not redressed within the stipulated time as mentioned in below levels.
  5. Mount Shikhar Financial Services Limited (NBFC)
    6. Name and contact details of Nodal officer is mentioned below:

    Name

    Email ID

    Address

    Turn Around Time

    Mr. Ashish Kumar Singh

    grievance@mountshikhar.com

    101 IJS, X/320, Delhi Gate Bazar, Asaf Ali Road, New Delhi- 110002

    Nodal Officer shall endeavor to resolve the complaint within 7 working days from receipt of grievance.
  6. Reserve Bank of India
    7. Customer may refer to the Grievance Redressal Policy available on the website of the individual Lending Partner for redressal of any grievance or escalation to RBI.