Write to us!
Customer Service
The contact details of the official who will deal with all grievances of customers in regard to their transactions with the company are given below:
Name: Sarika Tailor
Phone: +91 22 4000 2687
Email:complaints@finquestonline.com
(Between 10:00 a.m. and 06:00 p.m. from Monday to Friday except on public and banking holidays)
A response will be provided within 10 working days.
If the complaint is not resolved within the given time or the customer is not satisfied with the solution provided through the above channel, the customer may approach the next escalation channel.
For more details, kindly refer the pdf below.
Customer Redressal Officer
Escalation to the Director at below contact details:
Name: Hardik Bharat Patel
Phone: +91 22 4000 2600
Email: hpatel@finquestonline.com
A response will be provided within 15 working days.
If the complaint is not resolved within the given time or the customer is not satisfied with the solution provided through the above channel, and the customer is not willing to wait in case the company requires more time to find a resolution the customer may approach the next escalation channel.
For more details, kindly refer the pdf below.
The Ombudsman at RBI
In case your complaint has not been addressed to your satisfaction after following all the above steps, you can approach the banking RBI Ombudsman through the link below.
RBI’s Complaint Management System:- https://cms.rbi.org.in/cms/indexpage.html#eng
For more details, kindly refer the pdf below.
The Officer-in-Charge
Alternatively, the customer may appeal to the Officer-in-Charge of the Regional Office of the Department of Non-Banking Supervision of RBI as per the following details under whose jurisdiction the Registered Office of the Company falls.
The Officer–in–Charge
Department of Non–Banking Supervision, Reserve Bank of India
3rd Floor, Near Maratha Mandir, Byculla, Mumbai Central, Mumbai – 400008. Tel: +91 22-23084121/ 23028436
Fax: +91 22-23022011
Email id- dnbsmro@rbi.org.in
For the benefit of the customers, the details of various contact points for the grievance redressal mechanisms shall be made available on the website of company.
For more details, kindly refer the pdf below.
All Deposit taking NBFCs
NBFCs with assets size >= Rs.100 crore + customer interface (Excluding : Infrastructure Finance Companies, Core Investment Companies, Infrastructure Debt Fund and NBFCs under Liquidation).
- Interest/Deposit not paid OR paid with delay
- Cheque not presented OR done with delay
- Not conveyed the amount of loan sanctioned, terms & conditions, annualised rate of interest, etc.
- Notice not provided for changes in agreement, levy of charges
- Failure to ensure transparency in contract / loan agreement
- Failure / Delay in releasing securities / documents
- Failure to provide legally enforceable built-in repossession in contract / loan agreement RBI directives not followed by NBFC
Guidelines on Fair Practices Code not followed
Written representation to NBFC:
– At the end of one month : If reply is not received from NBFC or customer remain dissatisfied with the reply of NBFC representation to NBFC.
– If the Customer has not approached any forum : File a complaint with NBFC Ombudsman (not later than one year after one year after the reply from NBFC).
Proceedings before Ombudsman are summary in nature.
Promotors are settlement through conciliation. If not reached, can issue Award/Order
Yes, if Ombudsman’s decision is appealable Appellate Authority :Deputy Governor RBI
This is an Alternate Dispute Resolution mechanism.
Customer is at liberty to approach any other court/forum/authority for the redressal at any stage.
Refer to Reserve Bank of India – Frequently Asked Questions (rbi.org.in) for further details of the Scheme.