Complaints and Grievance Redressal

PROCESS OF GRIEVANCE REDRESSAL:

The Customers, who have any Complaint, can follow the following process for its redressal: 

Primary Level:

The Customers who intend to file a Complaint may file their Complaint with the Company by using any of the following channels between 10:00 am to 7:00 pm on any working day of the Company and furnishing complete details in relation to such Complaint.

a. The Borrower may raise a complaint or grievance through the following channels:

Contact No. : 022-6777 7777 /8693016261

Email Support: grievances@neuzen.in/customercare@neuzen.in

Physical Submission: at the registered Office: Unit No.1B, 9th Floor, A Wing, Times Square Building, Andheri - Kurla Road, Marol, Andheri (East), Mumbai – 400059.

The complaint must include loan details, nature of grievance, and relevant supporting documents.

b. Resolution Process

Step 1: Acknowledgment of the grievance within 7 working days.

Step 2: Investigation and resolution by the Grievance Handling Team within 15 business days from the date of receipt.

Step 3: Communication of resolution to the Borrower through their preferred mode of contact.

c. Escalation Procedure: If the Borrower is dissatisfied with the resolution, they may escalate the grievance to the NBFC’s Nodal Officer at nodalofficer@neuzen.in.If further escalation is needed, the Borrower may approach the Ombudsman for NBFCs under the Reserve Bank of India’s (RBI) Integrated Ombudsman Scheme (https://www.rbi.org.in/Scripts/Complaints.aspx).