Customer Grievance Redressal Policy

Customer Grievance Redressal Policy

1.Objective

In the present scenario of competitive housing finance services, excellence in customer service is the most
important tool for sustained business growth. Customer complaints are part of the business life of any
corporate entity. This is more so for housing finance industry because they are service organizations. As a
service organization, customer service and customer satisfaction are of prime concern to Home First.
The objective of the policy is to have a clearly defined and easily accessible mechanism for dealing with and
settlement of customer complaints and grievances through proper service delivery and review mechanism
and to ensure prompt redressal and review of customer grievances.

The policy is formulated based on the following principles:

1. Customers shall be treated fairly at all times.
2. All Employees of Home First shall work in good faith and without prejudice to the interest of the
   customers.
3. All Complaints shall be treated efficiently and fairly
4. All Complaints raised by customers shall be dealt with courtesy and within the stipulated time frame.
5. Customers shall be fully informed of procedures to escalate their complaints/grievances within the
   organization and their rights to alternative remedy, if they are not fully satisfied with the
   response/redressal provided by the Branch/ Head officer to their complaints/grievances.

2.  Definitions

a. “Customer” means a ‘Person” who is/was engaged in a financial transaction or activity with the
Company.

b. “Person” includes:

1. 1. 1. An individual,
      2. A Hindu undivided family,
      3. A company,
      4. A firm,
      5. An association of persons or a body of individuals, whether incorporated or not,
      6. Every artificial juridical person not falling within any of the above, and
      7. Any agency, office or branch owned or controlled by any of the above persons.

c. “Grievance” means and includes:

1. A Compliant
2. An expression of dissatisfaction on a customer’s behalf.
3. A formal report from a customer providing documentation about a problem with a product or
   services of the company.

d. “Grievance Redressal Officer” means any senior personnel as appointed by the Company from time
to time. The Company can appoint any personnel.

3.  Grievance Redressal Mechanism

1.Recording of Complaints:

Complaints received through all modes and channels will be recorded in
the Customer Relationship Management (CRM) system of the Company

2. Mode of receipt of Grievance:

Customers may register their grievance through any of the following modes:

• • • Visit the branch and record the complaint in the branch register
    • Email to the email ids specified below
    • Phone calls at the toll free or customer care number provided below
    • Letters to the address mentioned below

  Apart from direct grievances from customers, grievances received through various regulatory bodies
  shall also be handled by the Central Service Team.

3. Mode of response:

The 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 through e-mail.

4. Escalation matrix:

The company has a three-level escalation matrix
for handling customer grievances and this would be displayed in all Branches/Offices.

a.  Level-1

Any aggrieved Customer of Home First can take up the grievance with the concerned Branch Manager
of the Company or alternatively can call at 1800 3000 8425/8880549911 or write it to us at loanfirst@homefirstindia.com. 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 &
Customer Service Department at Corporate office on loanfirst@homefirstindia.com.

b.  Level-2

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, the customer can escalate it to the Central Customer
Service Team at the following email address query@homefirstindia.com.

The Central Customer Service Team is required to dispose of the Complaint within 15 working days
from receipt of the Complaint.

c.  Level 3

If the aggrieved customer is not satisfied with the reply provided by the Central Customer Service
Team or in case no reply is received within the stipulated period, the Customer shall escalate its
complaint with the
Grievance Redressal Officer at the following address:

Mr. Gaurav Mohta (Grievance Redressal Officer)

Home First Finance Company India Limited

511, Acme Plaza, Andheri Kurla Road, Andheri (East)

Mumbai-400 059

Phone: 8880549911

Email: complaints@homefirstindia.com

The Grievance Redressal Officer is required to dispose of the complaint within 30 days of receipt of
the complaint in the Corporate Office.

Alternative Remedy:

If the aggrieved customer is not satisfied with the reply provided by the Grievance Redressal Officer
also or in case no reply is received within the stipulated period, the customer can approach the
National Housing Bank via following modes:

Online mode: https:/grids.nhbonline.org.in

Offline mode: The customer can alternatively write it to National Housing Bank in a prescribed
format available at
https://nhb.org.in/en/complaint-cell-against-hfcs/ and can post the same to

Complaint Redressal Cell National Housing Bank  

Department of Regulation and Supervision

4th Floor, Core 5A, India Habitat Centre, Lodhi Road

New Delhi 110 003

The complaints can also be mailed at crcell@nhb.org.in

4.  Review and Amendments:

The Board reserves the power to review and amend this Policy from time to time. All provisions of this
Policy would be subject to revision or amendment in accordance with the applicable law as may be issued
by relevant statutory, governmental or regulatory authorities, from time to time.

Home First