In case of any complaint/grievances of the borrowers, visit the nearest Branch of our Company and submit your complaints/grievances and get your complaint logged in the "Complaint & Grievance Register" maintained at the branches (During working hours from 9:30 A.M. to 5:30 P.M.) or contact our Toll-Free Number 1800 212 6899 or e-mail at grievances@irfcfinance.in. We will respond to your complaint within 07 working days. The Branch should immediately act upon the complaint and also forward a copy to Head Office to Grievance Redressal Officer. The Grievance Redressal Officer shall immediately make all efforts to redress the grievances.
The Company has provided for a three-tier Grievance Redressal Mechanism to resolve any of its customer’s queries/grievances.
The customer may register his/her query/complaint to the Company which shall be addressed to the Grievance Redressal in connection with any matter pertaining to business practices, lending decisions, credit management, recovery, and complaints relating to updation/alteration of credit information. The detailed level-wise Grievance Redressal Mechanism is given below:
Register your complaint at your local branch in the Complaint Register, email contact@irfcfinance.in, or call 1800-212-6899.
If unresolved or unsatisfied, escalate to the Grievance Redressal Officer, Mr. Gourav Agrawal (email).
If resolution remains pending or unsatisfactory, escalate to the Nodal Officer, Mr. Himanshu Navare (email).
If the complaint remains unresolved after 30 days, file an appeal online via the Reserve Bank of India CMS Portal.
| Level | Authority / Role | Contact Channel | When to Escalate | TAT |
|---|---|---|---|---|
| 1 | Branch Manager / Branch Officer |
|
First Point of Complaint | Within 07 Working Days |
| 2 | Grievance Redressal Officer |
|
Second Point of Complaint (if unresolved at Level 1) | Within 15 days from Initial Complaint |
| 3 | Nodal Officer |
|
If there is No Response or Unsatisfactory reply from above 2 Levels | Within overall 30 days from Initial Complaint |
| 4 | RBI Complaint Management System (CMS) |
|
If unresolved after 30 days or dissatisfied with the Nodal Officer's response | Acknowledgment + processing by RBI |