Customer Service
Introduction
Customer service is the very core of our organization’s philosophy. We consider it to be extremely important for sustained business growth. We strive to ensure that our customers receive exemplary service across different touch points.
Customer complaints constitute an important voice of customer, and this policy details complaint handling through a structured grievance redressal framework. Complaint redressal is supported by a review mechanism, to minimize the recurrence of similar issues in future. The Grievance Redressal policy follows the following principles:
- Our Customers are treated fairly and with upmost care at all times
- Complaints raised by customers are dealt with courtesy and in a timely manner
- Customers are informed of avenues to escalate their complaints within the organization, and their rights if they are not satisfied with the resolution of their complaints
- The employees work in good faith and without prejudice, towards the interests of the customers
Grievance Redressal Mechanism
Customer Care is our priority and we are committed to provide our customers with services benchmarked with Best in the Industry.Whilst all efforts are taken to give customers the best services to avoid any grievances, the customers are intimated that they can record their grievances; if any; in writing or verbally.
The customer can approach any of our service touch points given below to register their complaint and expect a response within defined time period from complaint registration.
Service Touch points are as indicated below –
Phone
Customer can call our dedicated Helpline number 020 49067279 between 09:30 to 18:00 Monday to Saturday (except second and fourth Saturdays of a month and public holidays)
Customers can write to us at the following email id : CS.LoantapCredit@help.
Branch
Customers can visit our branches and handover a complaint letter to the Branch Manager or any other branch personnel. The customer is advised to take an acknowledgement of receipt with date from the branch personnel he/she is handing over the complaint letter.
At present the organization has a branch only in Pune but in future we intend to open our branches in other locations too.
Suggestion/Complaint Box
Suggestion/Complaint boxes are put up at all LCPPL branches. Customer may drop their suggestions and/or complaints in these boxes. These boxes are opened on periodic intervals by the Customer Service team for action/resolution.
Complaints Register at Branch
Complaint registers are available at all LCPPL branches. Customer may write down their complaint or concern in the register.
The complaint register is checked by the Branch Manager on a basis for action / resolution
Letter
Customers can write to us at:
Customer Service Officer
LoanTap Credit Products Pvt Ltd
Hermes Waves, Office No 103,
Central Avenue Road,
Kalyani Nagar, Pune 411014
Escalation Matrix
In case the customer does not receive a response within the number of days indicated below for each level or if the customer is dissatisfied with the response received from the Company, the customer may escalate the complaint to the next level as indicated below –
Primary Level
If the customer is not satisfied with the resolution received from above channels, or if the customer does not hear from us in 14 days, the customer can write to the Head Operations and Customer Care at CS.LoantapCredit@help.
Customers are required to quote the complaint reference number provided to them in their earlier interaction, along with their loan account number to help us understand and address their concerns
The customer would receive a response within 14 business days and due efforts will be taken to resolve the complaint well before that.
Secondary Level
If the customer is not satisfied with the resolution received or if the customer does not hear from us in 30 days, then he may escalate his grievance to the regulator at the below address:
Officer-in-charge,
Reserve Bank of India,
Regional Office, DNBS, Fourth Floor,
Opp. Mumbai Central Station,
Byculla, Mumbai – 400 008