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0294-2412609

srgsecurities@gmail.com

CUSTOMER GRIEVANCE REDRESSAL

GRIEVANCE REDRESSAL MECHANISAM
a. Registration of Complaints:

The customers are requested to necessarily provide Loan Account Number, type & details of Grievance/ Query/ Suggestion along with phone no. & e-mail ID while lodging their issue with the Company.

b. Recording of Complaints:

The Company shall maintain a Complaint Register for recording the complaints received and their redressal thereof.

c. Escalation matrix:
LEVEL Particulars
LEVEL -1
Customer Care

• Call us on our No. 0294-2412609 (Monday to Saturday – 10:30 a.m. to 5:00 p.m.)

• Get your complaint logged and obtain a complaint ticket ID for further follow-up between
Monday and Saturday, from 10:30 a.m. to 5:00 p.m.

LEVEL -2
Grievance Redressal Officer
(If the complaint is not resolved within 20 days at Level 1, it may be escalated to Level 2.)

• Ms Priya Chaplot (Grievance Redressal Officer)

• 322, S.M. Lodha Complex Near Shastri Circle, Udaipur Rajasthan 313001 Tel no: 0294-2412609 Email: srgsecurities@gmail.com

LEVEL -3
RBI Ombudsman (RBIO)

If the customer does not receive a response from the Company within 30 days, or is not satisfied with the response provided, they may approach the Reserve Bank – Integrated Ombudsman through any of the following channels:

• Visit the Complaint Lodging Portal of the Ombudsman

• Call the contact centre at 14448

• Write to the Centralised Receipt and Processing Centre (CRPC), Reserve Bank of India, Central Vista, Sector 17, Chandigarh – 160017

d. Resolution Turn Around time:

Grievances shall be resolved in a proper and time bound manner with detailed advice to the customer. The customer is kept informed in case of any delay envisaged by the Company in resolution of the grievance beyond the stated timelines.