We have a system and a procedure for receiving, registering and disposing of complaints and grievances in each of our offices, as well as on-line. Customers should be able to access the Company through any of the following means:
Raise an online request at https://www.iifl.com/contact-us/raise-a-request
Walk In to branches (as mentioned in Company brochure/website/any other leaflet)
Call the helpline number mentioned in the MITC.
IIFL HFL would send response / acknowledge receipt of complaint within a week. The acknowledgement will contain the name & designation of the official who will deal with the grievance. If the complaint is relayed over phone at our designated telephone helpdesk or customer service number, the customer shall be provided with a complaint reference number and be kept informed of the progress within a reasonable period of time.
After examining the matter, IIFL HFL shall send customer its final reply or communicate why it needs more time to respond and shall endeavor to do so within six weeks of receipt of a complaint and customer shall be informed how to take his/ her complaint further if he/ she is still not satisfied.
In case of response /acknowledgement of your compliant not received within 7 days, customer can raise an online request at https://www.iifl.com/contact-us/raise-a-request or response being unsatisfactory from above mentioned sources the complaint may be further escalated to:
Grievance Redressal Officer - Vishal Bhalerao at firstname.lastname@example.org
IT Grievance Officer - Saksham Jain at email@example.comIIFL Tower, 98, Udyog Vihar, Phase-IV, Near Maruti Gate no-3, Gurgaon, Haryana -122016
In case of response not being received within 15 days of escalation of complaint to Level I or the response being unsatisfactory from the above mentioned sources the complaint may be further escalated to:
Nodal Officer - Sugandha Kochhar at firstname.lastname@example.orgIIFL Tower, 98, Udyog Vihar, Phase-IV, Near Maruti Gate no-3, Gurgaon, Haryana -122016
In case of response not being received or the response being unsatisfactory from the above mentioned sources the complaint may be further escalated to:National Housing Bank, Department of Regulation and Supervision, (Complaint redressal Cell), 4th Floor, Core-5A, India Habitat Centre, Lodhi Road, New Delhi- 110003
The complaint can also be emailed to email@example.com
Further, the complaint may be lodged in Online mode here OR in offline mode by post, in prescribed format available here