Grievance Redressal Procedure

Complaints are addressed through the formal grievance redressal mechanism of the Company, ensuring timely resolution in line with regulatory guidelines and internal policies. Each complaint is addressed in a time-bound and transparent manner, with escalation matrices and resolution tracking mechanisms, as outlined below:

1. IIFL Home Finance Limited would strive for customer satisfaction within the framework of law, adopted policies and procedures.
2. In case of any grievance, the customer may approach the branch where he / she had his/her account and register the complaint through the QR code displayed at all the Branches. The QR code open up various avenues of raising a service request and grievance.
3. On registering the complaint, the customer shall be provided a complaint number and date for future reference.
4. Designated Helpline Number for submission of complaints: 1860-267-3000 between 9:30 am – 6 pm from Monday to Friday (Except Public Holidays).

Complaints from persons with disabilities: All channels will be available for persons with disability to register their grievance. For walk-in customer’s, required assistance will be provided by the our Customer Service Manager/Team. The Company shall ensure redressal of grievances of persons with disabilities under the Grievance Redressal Mechanism as explained above.

Level I

In case of response /acknowledgement of your complaint is not received within 7 days, customer can raise an online request at https://www.iiflhomeloans.com/reach-us/raise-a-request or response being unsatisfactory from above mentioned sources the complaint may be further escalated to:

Grievance Redressal Officer at gro@iiflhomeloans.com or contact number: 1860 267 3000 between 9.30 A.M. to 6.00 P.M. from Manday to Friday (Except Public Holidays).

IT Grievance Officer -   itgro@iiflhomeloans.com

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 at no@iiflhomeloans.com or contact number: 7039 05 0000 between 9.30 A.M. to 6.00 P.M. from Manday to Friday (Except Public Holidays).

Level III

In case the Customer does not receive response from the Company within a period of one month or is dissatisfied with the response received, the Customer may approach the Complaint Redressal Cell of National Housing Bank (NHB) by lodging its complaints online on the website of NHB

http://grids.nhbonline.org.in or offline mode by post in prescribed format available at link https://www.nhb.org.in/grievance-redressal-officer/ at the following address:

www.nhb.org.in Link: https://grids.nhbonline.org.in/

The above-mentioned Grievance Redressal Mechanism is also available at Company’s website at https://www.iiflhomeloans.com/

For the Co-lending arrangement, if the complainant does not receive a response from the Company within 30 days or is dissatisfied with the response received, the complainant may approach the concerned Banking Ombudsman or the Customer Education and Protection Cell (CEPC) in RBI.

The Company holds the Registration of a Corporate Agent (composite) with IRDAI for solicitation of insurance business. It will ensure adherence to the IRDAI Regulations, with respect to redressal of grievances relating to insurance. The complaints related to insurance products sold by the company will be acknowledged and IIFL Home Finance Ltd. will facilitate redressal within two weeks of the receipt of such complaint through the respective Insurance Company (ies).

Issues related to services provided by the outsourced agency will be handled appropriately under the Grievance Redressal Mechanism, as explained above.

In the event of receipt of any complaint from the customer that HFC’s representative/ courier or DSA/DMA has engaged in any improper conduct or acted in violation of the Code of conduct, appropriate steps will be initiated to investigate. The respective vertical will be intimated to take appropriate action.

Complaints received by IIFL HFL regarding violation of the Code of Conduct for recovery agencies/DSA/DMA, would be viewed seriously.

If a borrower has filed a complaint or grievance against recovery agents, IIFL HFL will not send their case to recovery agents until the issue is resolved. If IIFL HFL has clear evidence that the borrower is repeatedly making false or unreasonable complaints, recovery actions may continue even while a complaint is still pending. If the borrower’s dues are part of a legal case (sub judice), IIFL HFL will proceed with extra care and only refer the matter to recovery agents if the situation calls for it.

The Company holds the Registration of a Corporate Agent (composite) with IRDAI for solicitation of insurance business. It will ensure adherence to the IRDAI Regulations, with respect to redressal of grievances relating to insurance. The complaints related to insurance products sold by the Company will be acknowledged and IIFL Home Finance Ltd. will facilitate redressal within two weeks of the receipt of such complaint through the respective Insurance Company (ies).

The Insurance customer is advised to follow the below steps for registration and resolution of their complaints.

Level I

In case of response /acknowledgement of your complaint is not received within 7 days, customer can raise an online request at https://www.iiflhomeloans.com/reach-us/raise-a-request or response being unsatisfactory from above mentioned sources the complaint may be further escalated to:

Grievance Redressal Officer at gro@iiflhomeloans.com or contact number: 1860 267 3000 between 9.30 A.M. to 6.00 P.M. from Manday to Friday (Except Public Holidays).

IT Grievance Officer - itgro@iiflhomeloans.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 7 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 at no@iiflhomeloans.com or ontact number: 7039 05 0000 between 9.30 A.M. to 6.00 P.M. from Manday to Friday (Except Public Holidays).

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

LEVEL III

If the complaint is not resolved or the customer is not satisfied with the resolution provided by the Insurer IIFL Home Finance, then at any point in time he or she can:

• Escalate the complaint online through Bima Bharosa System by logging into - https://bimabharosa.irdai.gov.in/
• Or Call Toll Free Number 155255 or 1800 4254 732
• Or Email to - complaints@irdai.gov.in
• Or write to as follows: Insurance Regulatory and Development Authority of India (IRDAI), Sy No 115/1, 4th floor, Financial District, Nanakramguda, Gachibowli, Hyderabad 500032
• In rare cases, in case the borrower is not happy with the resolution provided by the above, then he/she may be guided to the Insurance Ombudsman.

Note: A Complainant who makes false allegations of corrupt/fraudulent/collusive/obstructive practices or violation of the applicable law(s) and Company’s policy/ies shall be subject to appropriate action in accordance with the rules, procedures and policies of the Company.

AMENDMENT(S) The Company reserves its right to amend or modify this Policy in whole or in part, at any time without assigning any reason whatsoever.