India Factoring

Grievance Redressal Mechanism

Dear Valued Customer,
At India Factoring and Finance Solutions Private Limited (“India Factoring”), it’s our constant endeavor to put your interest first and provide you with financial solutions best suited to your requirements.
In sync with our promise of “providing our service efficiently and competently” we look forward to your feedback on our products and services. Please follow the steps below to lodge a complaint, you might have on the services provided by us as well as by our service providers, and we shall address your concerns within a defined timeline. The objective is to address complaints from customers with specific emphasis on resolving such complaints fairly and expeditiously regardless of the sources of the complaints.

Level -1:
In case you have any complaints, grievances, issues with regard to our services/service providers etc., please bring this matter to the knowledge of the Client Service representative or Relationship Manager of our local Branch whom you are dealing with.
For address of Branches, please click the below link:
https://www.indiafactoring.in/en/our-offices
Complaints can be sent at cs@indiafactoring.in

Level -2:
In case you are not satisfied with the service / response given by our Relationship Manager/ Branches/ Client Service representative you are dealing with, you may write to the nodal officers as mentioned hereunder, specifying the details of your concern, names of the official you were dealing with, and previous communications, if any, you made with our respective branches.
SN Centre
Area of Operation
India Factoring Nodal Officer

Escalation: If you are not satisfied with the resolution provided or did not receive reply within 15 days or time period as may have been communicated by Nodal Officer, you may escalate the issue by writing to Corporate Office.

Level-3: 
In case, you do not receive a reply within 15 days of your first communication to the Nodal Officer or you are not satisfied with the reply given by the Nodal Officer, you may choose to write to our corporate office addressing to the Grievance Redressal Officer (GRO) on the below address:

Mr. Vinod Chaube
Head- Operational Excellence and Customer Service
India Factoring and Finance Solutions Private Limited
Unit No. 401, 4th Floor, Windsor House,
Off C.S.T. Road, Kalina, Santacruz (E),
Mumbai – 400 098.
Maharashtra

Tel : (+91) 22 4412 5555 DDI : (+91) 22 4412 5570
E Mail: vinod.chaube@indiafactoring.in/ cs@indiafactoring.in

Escalation: If you are not satisfied with the resolution provided or not received reply within 15 days or as may be communicated by Corporate Office, you may escalate the issue by approaching Reserve Bank of India.

Level - 4:
In case your complaint has not been addressed to your satisfaction after following
all the above steps, you can approach the regulatory authority the Reserve Bank of
India at the address given below:

The Reserve Bank of India
Department of Supervision
(Erstwhile Department of Non-Banking Supervision)
Mumbai Regional Office, 3rd Floor,
Opp. Mumbai Central Railway Station,
Mumbai – 400008
Maharashtra.

Ombudsman Scheme

Ombudsman Scheme Download PDF
Salient features of Ombudsman Scheme Download PDF
List of Nodal Officers Download PDF