SBFC's policy is to treat and service all the clients consistently and fairly. SBFC 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 any of the five modes of communication namely
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.
SBFC has appointed a Grievance Redressal Officer who can be approached by the public for resolution of complaints against the Company.
All SBFC branches / places where business is transacted a notice will display the following information prominently, for the benefit of their customers:
SBFC Finance Private Limited.(Formerly Small Business Fincredit India Pvt. Ltd.)
First Floor, C & B Square,
Andheri Kurla Road, Chakala,
Andheri (E), Mumbai - 400093,
Landline - 022 6787 5313,
Email ID: management.sbfc@sbfc.com
If the complaint / dispute is not redressed within a period of one month, the customer may appeal to RBI Ombudsman. The complete contact details are as follows.
Centralised Receipt and Processing Centre,
Reserve Bank of India,
4th Floor, Sector 17,
Chandigarh – 160017
E-mail– crpc@rbi.org.in
Complaint Portal (https://cms.rbi.org.in)
Toll-free number – 14448 (9:30 am to 5:15 pm)
If the response received from the above access channels is not satisfactory or if there is no response in 10 working days, complaint can be escalated to the under mentioned:
Email id: customercare@sbfc.com
The customer shall provide his loan account number to help us understand and address the concerns.
If there is no satisfactory response received within 7 working days of escalating the complaint to the Customer Care Team, the same can be escalated to the under mentioned:
Email id: servicehead@sbfc.com
If the concerns have not been fully addressed or if there is no revert from the Service Head within 7 working days, final level of escalation would be to:
Email id: management.sbfc@sbfc.com
The Board of Directors and the management team shall also periodically review the compliance of the SBFC's Fair Practices Code detailed above. They will also ensure that its functioning reflects its commitment to all the stakeholders for offering in a fair and equitable manner, the various financial services and products and the grievances redressal mechanism at various levels of management. SBFC shall modify, amend and update the above Code from time to time, in accordance with the guidelines prescribed by the RBI, from time to time.
