Grievance Redressal Mechanism
Prompt and fair resolution of customer complaints and grievances
Introduction
Bhawana Capital Private Limited aims to impart good customer services and enhance level of customer satisfaction. We believe that customer satisfaction is the key to business growth as well as ensuring a long-lasting relationship with customers.
This Grievance Redressal Mechanism aims at ensuring prompt redressal of customer complaints and grievances. It also deals with issues relating to services provided by outsourced agencies.
Our Grievance Redressal Mechanism is formulated in line with the Reserve Bank of India's guidelines on Fair Practices Code and outlines the framework for addressing customer grievances.
Our Grievance Redressal Principles
Grounds for Filing a Complaint
Customers can raise/register complaint(s) in writing, containing the nature of grievance/deficiency, with regard to:
- Non-observance of directions issued by RBI to NBFCs
- Non-adherence to any provisions of RBI guidelines on Fair Practices Code
Important Clarifications:
- • Complaint is not an enquiry, feedback, or request for data modification
- • Grievances via calls are considered complaints only with written representation
- • Anonymous or incomplete complaints will not be addressed
How to Raise Complaints
Multiple channels available for your convenience
In Person
Visit our corporate office
Level 18, One Horizon Centre, DLF5, Gurgaon-122002, India
Postal Mail
Send written complaint by post
Customer Care Department, Bhawana Capital Private Limited, Corporate Office: Level 18, One Horizon Centre, DLF5, Gurgaon-122002, India
Phone
Call for follow-up on written complaints
0124-6687879 (09:00 AM to 08:00 PM, except holidays)
Required Information for Complaints
While raising a complaint, the following information must be provided in writing:
Resolution Process & Timeline
Acknowledgment
Within 3 working days
Investigation
Thorough review process
Resolution
Within 30 working days
Treatment of Complaints:
- • Immediate resolution for complaints that can be resolved instantly
- • Ticket creation for complaints requiring investigation
- • Regular updates on progress and expected timelines
- • Reasonable attempts to reach customer for resolution
- • Extension notification if additional time needed beyond 30 days
Escalation Matrix
Three-level escalation process for complaint resolution
FIRST LEVEL
Customer Care Department
Grievance Redressal Officer
SECOND LEVEL
Senior Grievance Officer
Mr. Manoj Aggarwal
THIRD LEVEL
Reserve Bank of India
Office-in-Charge, Department of Supervision (NBFC)
If complaint not resolved within 30 working days
RBI Complaint Management System (CMS)
RBI's Complaint Management System enables online filing of complaints against RBI-regulated entities. It provides features like SMS/Email notifications, status tracking, and closure advisories.
Need to File a Complaint?
We're committed to resolving your concerns promptly and fairly. Contact us through any of the channels above.