Srajan Capital policy is to treat and service all the clients consistently and fairly. Srajan Capital has laid down the appropriate grievance redressal mechanism within the organization to resolve disputes arising in this regard. This mechanism shall ensure that all disputes arising in connection with any matter pertaining to business practices, lending decisions, credit management and recovery decisions shall be heard and the response would be sent for such complaint / grievance.
Customer can forward the complaint through below modes of communication
E-mail us at: customercare@srajancap.com
All the customer queries and complaints registered through the above channels shall be reviewed, monitored and resolved to the satisfaction of our customers. The focus shall be to ensure all grievances are resolved in a timely basis and to the full satisfaction of our customers.
Srajan Capital has appointed a Grievance Redressal Officer who can be approached by the public for resolution of complaints against the Company.
All Srajan Capital branches / places where business is transacted a notice will display the following information prominently, for the benefit of their customers:
Grievance Redressal Officer
Srajan Capital Limited
CP-Tower-1, Road No. 1,
IPIA, Kota, Rajasthan-324005
Email ID: info@srajancap.com
Escalation Matrix
If the customer is not satisfied with the resolution or has not received any resolution within the committed turnaround time, he/she can raise his/her concern to the “Grievance Redressal Officer” at Srajan, by giving background and history of the issue, in the following form:
In writing (through email addressed to Mr. Nitin Chittora) to a secure email ID: info@srajancap.com
In writing (through hard copy/letter) to:
Mr. Nitin Chittora
The Grievance Redressal Officer
Srajan Capital Limited
CP Tower, Road No. 1, IPIA, Kota (Raj.) India – 324005
Grievance Redressal Officer will respond within 3 working days of receiving the complaint and provide resolution within 21 days.
If the complaint of the customer is not redressed within 21 days from the lodging of complaint, the customer may appeal to the Compliance Officer through email, as below:
Name of the Compliance Officer : Ms. Bhavika Sharma
Email Id : compliance@srajancap.com
Contact Number : +91 8209285708
Resolution Turnaround Time All the customer complaints have to be resolved within 30 days of receipt/escalation.
If the Complaint is not redressed within 1 month from the lodging of Complaint with the Company or the Complainant is not satisfied by the response provided, the Complainant may appeal to the Office of Ombudsman, RBI as per detail given below:
The physical address for lodging a complaint | Centralised Receipt and Processing Centre, Reserve Bank of India, 4th Floor, Sector 17, Chandigarh –160017 |
Link to Complaint Management System of RBI Ombudsman | |
Refer to www.rbi.org.in for further details of the Scheme | |
The Company has appointed Principal Nodal Officer and/ or Nodal Officer(s) for representation before and furnishing information to NBFC Ombudsman in respect of complaints filed against the Company. The details of Nodal officer are as below:
Nodal Officer Name: Mr. Manmohan Pareek
Designation: Nodal Officer
Complaints Handling Documentation
Every documentation (incl. communication with Staff) to each Complaint shall be stored by the Customer Care Department until the final Complaint resolution and then archived in line with the local legal requirements.
Registration of Complaints
The Company shall register, internally, Complaints in accordance with the national timing requirements in an appropriate manner (for example, through a secure electronic register).
Reporting to Regulatory Authorities
The Company shall provide information on Complaints and Complaints handling management and process to the regulatory authorities or RBI/ NBFC Ombudsman as per applicable law.
Local Implementation of the Policy
The Company is required to implement this Policy by the BoD approval. The Company is obliged to follow the full scope application of this Policy
Owner of the Policy
The responsible department/owner of this Policy is the Customer Care Function.