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Grievance Redressal Procedure

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.

Complaints

IIFL Home Finance Limited would strive for customer satisfaction within the framework of law, adopted policies and procedures.
In case of any grievance, the customer may approach the branch where he / she had his / her account and register the complaint in the 'Complaint Register' available in the branch.
On registering the complaint, the customer shall be provided a complaint number and date for future reference.
Click here to write / communicate with the concerned location for redressal of the grievance.
Designated Helpline Number for submission of complaints : 1860-267-3000.

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.

Escalations Matrix

Level I

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 - Jeanette Thomas at gro@iifl.com

IT Grievance Officer - Saksham Jain at itgro@iifl.com

IIFL Tower, 98, Udyog Vihar,
Phase-IV, Near Maruti Gate no-3,
Gurgaon, Haryana -122016

Level II

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 no@iifl.com

IIFL Tower, 98, Udyog Vihar,
Phase-IV, Near Maruti Gate no-3,
Gurgaon, Haryana -122016

Level III

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 crcell@nhb.org.in

Further, the complaint may be lodged in Online mode here OR in offline mode by post, in prescribed format available here