Customer Grievances Redressal Mechanism
At Samrat Motor Finance Limited, we are committed to providing our customers with a seamless experience and ensuring that any concerns or grievances are resolved promptly and efficiently. We have established a comprehensive Grievance Redressal Mechanism within our organization to address any disputes or concerns that may arise during your engagement with us. The purpose of this policy is to ensure that all customer complaints are recorded, addressed, and resolved proactively in a timely manner.
The grievance redressal process is structured in three stages, as detailed below:
If you, as a customer or borrower, have any queries, concerns, or grievances, you may contact our customer service officer through any of the following channels:
Our officers are committed to addressing your concerns at the earliest. We recommend that you provide complete details of your issue for a faster resolution.
If you are not satisfied with the response received or your concern has not been adequately addressed in Stage 1, you may escalate the issue to the Grievance Redressal Officer. The contact details are as follows:
We aim to respond to every escalated complaint within 30 days from the date of receipt.
If your complaint remains unresolved beyond 30 days or if you are not satisfied with the resolution provided by our Grievance Redressal Officer, you may escalate the matter further to the Reserve Bank of India (RBI). The details for raising such an appeal are as follows:
We are committed to providing timely and effective solutions to your grievances and value your feedback in helping us improve our services.