Agrim Fincap Private Limited (“the Company” or “Agrim Fincap”) is a Non-Banking Financial Company (NBFC) registered with the Reserve Bank of India (“RBI”). As a responsible financial institution committed to ethical business practices and regulatory compliance, Agrim Fincap places the highest priority on providing transparent, fair, and customer-centric services.
In line with its mission to uphold the highest standards of customer satisfaction and financial integrity, the Company acknowledges that a robust grievance redressal mechanism is an integral part of corporate governance and financial services delivery. This mechanism is designed not only to address customer complaints, concerns, and disputes but also to identify systemic gaps and ensure continuous improvement.
This Grievance Redressal Policy (“Policy”) is formulated in accordance with the applicable provisions of the RBI Master Directions on NBFCs, the Fair Practices Code, and the Reserve Bank – Integrated Ombudsman Scheme, 2021. The Policy aims to provide a structured, transparent, and responsive process for resolving customer grievances while ensuring regulatory adherence, customer protection, and institutional accountability.
The Policy underscores Agrim Fincap's unwavering commitment to uphold trust, enhance service efficiency, and ensure that all customer interactions are addressed in a timely, fair, and equitable manner. It also ensures that customers are informed about their rights, the available redressal mechanisms, and the proper channels to escalate their concerns.
POLICY OBJECTIVE AND GUIDING INTENT
The Grievance Redressal Policy has been formulated with the
following objectives:
To guarantee that every customer is treated with dignity, fairness, and impartiality, irrespective of their socio-economic background, financial status, or the nature of their complaint.
To define a well-structured and transparent grievance handling process across all business units, ensuring clarity in roles and responsibilities.
To fix accountability on designated officers for timely resolution of complaints and ensure that customer grievances are handled by competent, trained personnel.
To comply with the guidelines and instructions issued by the RBI from time to time relating to the redressal of customer grievances, customer protection, and financial consumer rights.
To create awareness among customers about their rights, the standard of service they can expect, and the procedure for lodging complaints through appropriate channels.
To monitor recurring complaints, conduct root cause analysis, and implement corrective and preventive actions to improve processes, policies, and systems.
To establish a time-bound escalation matrix including recourse to the RBI Ombudsman in cases where customers are dissatisfied with the Company's internal resolution process.
POLICY SCOPE AND COVERAGE PARAMETERS
This Policy is comprehensive in its application and encompasses the following dimensions:
Applicability to All Customers
The Policy covers all existing customers, prospective applicants, and third-party stakeholders (such as guarantors and co-applicants) who interact with the Company for availing its financial products or services.
Geographical and Operational Scope
It applies to all offices, branches, business correspondents, agents, and digital platforms of Agrim Fincap, irrespective of geographic location.
Coverage of Products and Services
The Policy covers all aspects of the Company's business operations including loan origination, sanction, disbursement, servicing, collections, foreclosure, settlements, and post-closure documentation.
Channels of Complaint Registration
The Policy includes provisions for receiving complaints through all official channels such as telephone, in-person visits, postal correspondence, e-mail communication, and any other digital/online modes made available by the Company
Nature of Complaints
This includes complaints related to:
- Delay or deficiency in service delivery;
- Unfair or unclear terms of the loan agreement;
- Non-disclosure of applicable charges;
- Staff misbehavior or lack of responsiveness;
- Issues related to repayments, refunds, payment acknowledgements;
- Data breaches or misuse of personal information;
- Non-compliance with RBI-mandated customer rights and protections.
Internal and External Stakeholders
While primarily focused on external customers, the Policy also applies internally to all employees and management personnel of the Company responsible for customer service, back-office processing, credit operations, and regulatory compliance.
PRINCIPAL GOVERNING GRIEVANCE REDRESSAL
This Policy is comprehensive in its application and encompasses the
following dimensions:
Confidential Handling of Complaints
Customers may raise complaints on the following
grounds, among others
DESIGNATED CHANNELS FOR SUBMITTING COMPLAINTS
Customers can raise their complaints through the following means
In Person or By Post
Registered Address
276, First Floor
Gagan Vihar, Shahdara,
Delhi - 110051, India
Time: 10:00 AM to 6:00 PM (Monday to Saturday, excluding public holidays)
care@agrimfincap.com
+91 9599032524
Toll free number:
1800-309-2760
Time: 10:00 AM to 6:00 PM(Monday to Saturday, excluding public holidays)
GRIEVANCE REDRESSAL TIMEFRAME
| Type of Complaint | Resolution Timeframe |
|---|---|
| General service-related complaints | Within 15 working days |
| Payment-related complaints | 24 hours |
| Credit Information / CIBIL-related | 24 hours |
| Legal/fraud/investigative cases | 30 working days |
COMPLAINT HANDLING PROCEDURE AND
ESCALATION LEVELS
Complaints will be addressed at the following levels:
Acknowledgment within 3 working days.
Complaint is investigated and resolved at the first point of contact.
Name – Mr. Amit Mittal
Email – care@agrimfincap.com
Contact no – +91 9958280807
Resolution within 7 working days of escalation.
RESOLUTION FRAMEWORK FOR CRITICAL COMPLAINT CATEGORIES
Agrim Fincap recognizes that certain grievances require immediate attention
and specialized handling. These include
Staff Conduct and Behavioural Concerns
Complaints involving misbehavior, harassment, or unprofessional conduct by staff or representatives are treated with zero tolerance. Such grievances are investigated promptly, and strict disciplinary or contractual actions are taken where misconduct is established. The complainant is informed of the resolution while ensuring confidentiality and fairness.
Operational or Transactional Issues
These relate to service delays, document issuance, account discrepancies, or payment-related issues. Such complaints are handled by the operations or customer care teams and resolved through backend verification and correction. Escalation is made to senior management if unresolved at the branch or departmental level.
Complaints Involving Outsourced Agents
Where a complaint involves outsourced agencies (e.g., collection agents), the Company takes full ownership of resolution. Corrective action is taken against the third party if found responsible, and customers are not redirected.
INTERNAL REPORTING AND GOVERNANCE OF GRIEVANCES
Grievance data is systematically recorded and monitored to ensure transparency and accountability.
