Grievance Redressal Mechanism

 

Level 1 Branch/ Toll-free number/ E-mail/ WhatsApp/ Website/ Portal  The complainant can visit branch or call at 1800-572-8888 to register their complaint. The complaint can also be e-mailed at customer.care@indiashelter.in .The customer may also submit his/her grievances on the Company’s website www.indiashelter.in.

Level 2- First Escalation Branch Head can be contacted at the branch itself while the Call-center manager can be reached at the call center number.

Level 3- Second Escalation Chief Grievance Redressal Officer In case your complaint is not resolved, the customer may write to Mr. Rohit Gaur (Chief Grievance Redressal Officer) at  cgro@indiashelter.in , or, the customer may also write to him at below mentioned address: The Chief Grievance Redressal Officer, India Shelter Finance Corporation, 6th Floor, Plot No. 15, Sector 44, Gurgaon, Haryana – 122002. Please contact the Chief Grievance Redressal Officer at 0124-4131866.

 

The customers are requested to follow the above Grievance Redressal Mechanism/ Grievance Grid for complaint resolution. At every level, the Company will provide acknowledgement/ preliminary remarks to the aggrieved customer within a maximum time of 7 days and the final response will be provided within maximum 21 days depending on the type of grievance. For insurance-related matters, the company will provide a final response within 14 days of complaint receipt. If more time is required, in the interim, the Company will inform the expected timeline to such customers. If the customer is not satisfied with the reply/ resolution provided by the Company at one level or the customer does not receive any response, then he/she may escalate to the next level.

In case you do not receive any response from the Company or he/she is not satisfied with the response, you may contact the National Housing Bank through any of the following modes :

(a)  Online mode: The Complainant may click on following link for registering complaint: https://grids.nhbonline.org.in .

(b)  Offline Mode: In offline/ physical mode by post, the customer may write in prescribed format available at link https://nhb.org.in/en/grievance-redressal- officer/ to the following address: 

•    The Grievance Redressal Department , , National Housing Bank, , Core 5A, India Habitat Centre, Lodhi Road, New Delhi – 110003.

For more details, please refer the Grievance Redressal Policy as available under section “Code and Policies.”

 

The Service Request Turn Around Time which should be followed in case of receipt of service request is as below:

 

Sno.	Category	Turn Around Time
1.	EMI Issues	7 Days Post receipt of query
2.	Statement of Account / Foreclosure Own Funds	21 days post receipt of Customer Request
3.	Foreclosure of Balance Transfer	21 days Post receipt of Customer Request
4.	Property Papers Dispatch	30 days from the Loan Closure date/Bouncing Charges Received date whichever is later.
5.	Refunds	7 Days from the refund received from Insurer or Refunds request received date.
6.	Sanction to Disbursement	30 days, Post clearance of all Sanction and other conditions, if any.
7.	Credit Information Companies (CIC)	21 days from the date of receipt from CIC