Introduction and objective
Customer complaints constitute an important voice of the customer. This policy lays down the framework for minimising and resolving grievances through a proper redressal mechanism, in line with the Fair Practices Code and RBI regulations. Our objectives are to treat all customers fairly and without bias, to provide clear channels for lodging a complaint including escalation, and to resolve complaints within the prescribed turnaround times.
How to raise a concern
You may raise a grievance in writing, orally, electronically, through this website or over the telephone:
- Call the Grievance Officer at 0755-4923303 during working hours.
- Email your grievance to grievanceofficer@recapitafinance.com.
- Visit our corporate office in person and submit a written complaint.
Level 1 — Grievance Redressal Officer
- Name: CS Anshita Khare
- Designation: Grievance Officer
- Email: grievanceofficer@recapitafinance.com
- Phone: 0755-4923303 / 9479395261
- Office: RECAPITA HOUSE, 10, Amaltas Phase-1, Chunabhatti, Kolar Road, Bhopal, Madhya Pradesh 462016
Level 2 — Senior Management escalation
If you are not satisfied with the resolution, or do not receive a response within the stipulated time, you may escalate to Mr. Amit Jain, Managing Director — recapitafincorp@gmail.com, 0755-4923303.
Level 3 — Reserve Bank of India Ombudsman
If your complaint remains unresolved for 30 days, or you are not satisfied after exhausting our internal mechanism, you may approach the Reserve Bank of India under the Reserve Bank – Integrated Ombudsman Scheme through the RBI Complaint Management System portal at https://cms.rbi.org.in.
Turnaround times (TAT)
| Type of grievance | Turnaround time |
|---|---|
| Standard grievance (simple inquiries, minor discrepancies) | 7 working days |
| Service-related complaints (processing delays, service quality) | 10 working days |
| Escalated grievances (unresolved after initial response) | 15 working days |
| Complex complaints (requiring in-depth investigation) | 30 working days |
Acknowledgement, records and review
Receipt of a grievance is acknowledged within 7 working days. All grievances and their resolutions are documented and retained for 8 years in line with RBI guidelines. This policy is reviewed by the Compliance team with board approval, half-yearly or at such shorter intervals as the Board may stipulate.