Organisation : Repco Home Finance Limited
Service Name : Toll Free Number
Headquarters : Chennai
Industry : Bank
Service/ Product : Loan
Website : https://www.repcohome.com/
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RHFL Toll Free Number
RHFL is a professionally managed housing finance company head quartered in Chennai, Tamil Nadu. We were incorporated in April 2000 to tap the growth potential in the housing finance market.
Related / Similar Contact : Jana Small Finance Bank Bangalore Customer Care
Repco Home Finance Contact
Registered Office :
Repco Tower, No. 33,
North Usman Road,
T. Nagar, Chennai – 600 017,
Corporate Office :
Repco Home Finance Ltd.,
Alexander Square Third Floor,
Old No : 34/35, New No : 2 Sardar Patel Road,
Guindy,Chennai – 600032.
Phone : (044) – 42106650 / 42106652,
Mobile : 9444394918,
Fax : (044) – 42106651,
E-mail : firstname.lastname@example.org,
Toll Free Number : 1800-425-6070
Customer Grievance Redressal Policy
Grievance Redressal Mechanism:
i) Source of Grievance:
Apart from direct grievances from customers, grievances received through various regulatory bodies including NHB, National Consumer Helpline, Reserve Bank of India, Ministry of Corporate Affairs and other Ministries/Regulatory Bodies shall be handled by the Grievance Redressal Department atCorporate office.
ii) Mode of response:
Company shall ensure that as far as possible the mode of response is as per the mode of customer intimation received e.g. complaints received through e-mail shall be responded though e-mail.
iii) Recording of Complaints
Every branch of the Company including Corporate Office shall maintain a Complaint Register for recording the complaints received and their redressal thereof
iv) Escalation matrix
The company shall adopt a three level escalation matrix for handling customer grievances and this would be displayed in all Branches/Offices.
Any aggrieved Customer of RHFL can take up his grievance with the concerned Branch Manager of the Company. The Branch Manager is required to reply to the Customer within 7 days from the date of receipt of the complaint in the office with a copy to Regional Manager & Grievance Redressal Department at Corporate office.
If the aggrieved customer is not satisfied with the reply provided by the Branch Manager or in case no reply is received within the stipulated period or the complaint is against the Branch Manager, the customer shall take up the complaint with the Chief Grievance Redressal Officer (or equivalent cadre) of the Company at the following address:
Chief Grievance Redressal Officer
Repco Home Finance Limited
Corporate Office – 3rd Floor,
Alexander Square, New No.2,
Sardar Patel Road,
Guindy, Chennai 600 032
The Chief Grievance Redressal Officer is required to dispose of the complaint within 30 days of receipt of the complaint in the Corporate Office.
c. Level 3:
If the aggrieved customer is not satisfied with the reply provided by the Chief Grievance Redressal Officer or in case no reply is received within the stipulated period, the customer shall approach the National Housing Bank at the following address:
The General Manager
National Housing Bank
Department of Regulation and Supervision
Complaint Redressal Cell
4th Floor, Core 5A, India Habitat Centre, Lodhi Road
New Delhi 110 003
The Company shall prominently display at each branch including corporate office and as well as on its website the escalation process for customer grievances along with contact details.
4. Customer Service and Grievance Redressal Committee:
The Company shall have a dedicated Customer Service and Grievance Redressal Committee comprising of three members with the following composition
a. Chief Grievance Redressal officer – Chairperson of the Committee
b. General Manager (Credit) – Member
c. Chief Manager (Credit) – Member
The committee shall perform the following functions:
i. Periodically Review the nature of complaints and action taken on complaints received in accordance with our Grievance redressal policy.
ii. To study the shortcoming in key areas where multiple grievances/complaints are arising.
iii. Formulate corrective action including providing training to reduce the number of customer complaints.
iv. Ensure that all the regulatory instructions on customer services are being adhered to by the Company.
v. Ensure that there is proper co-ordination between branches and concerned Departments at Corporate office for ensuring quick resolution.
vi. Address the Complaints forwarded by NHB and other authorities.
vii. Monitoring the customer grievance mechanism and put in place a system for corrective action.
5. Reporting to the Board:
The Company shall place a note containing review on Customer services and Grievance redressal mechanism to the Board on half yearly basis.