Important : Loans originated, booked and serviced by Aditya Birla Housing Finance Limited and all loans at the sole discretion of Aditya Birla Housing Finance Limited.

Fair Practices Code

 
4.6 Grievance Redressal Mechanism
 

In the present competitive scenario, excellent customer service is an important tool for sustained business growth. Customer complaints are part of the business life in any corporate entity.

At ABHFL, customer service and satisfaction are our prime focus. We believe that providing prompt and efficient service is essential not only to attract new customers, but also to retain existing ones. ABHFL has come up with a lot of initiatives that are oriented towards providing a better customer experience and an efficient complaints redressal mechanism with a view to providing enhanced experience to our customers.

In order to make ABHFL's redressal mechanism more meaningful and effective, a structured system has been built. This system would ensure that the redressal sought is just and fair and is within the given frame- work of rules and regulation.

 
4.6.1 Machinery to handle complaints/ grievances
 

Customers who wish to provide feedback or send in their complaint may use the following channels between 9:30 am and 6:00 pm, Monday to Friday (except on national holidays).

  1. Call our Customer Service Helpline on +91 8425955555
  2. Email us at abhfl.customerservice@adityabirla.com
  3. Write to us at the below mentioned address:

    Aditya Birla Housing Finance Limited – Customer Service Cell
    One Indiabulls Centre, Tower 1, 18th Floor, 841 Senapati Bapat Marg,
    Elphinstone Road, Mumbai – 400 013

In case the complaint is not resolved within the given time or if he/she is not satisfied with the solution provided by ABHFL, the customer can approach the Complaints Redressal Officer. The name and contact of the Complaint Redressal Officer is as follows:

Mr. Muthiah Ganapathy
Tel. No.: +91-22-4356 7225
Email Id: muthiah.ganapathy@adityabirla.com


In case the response received through the above channels are not satisfactory, they can write to the Head of our Complaint Redressal Cell at:
abhfl-head.gr@adityabirla.com
We assure a response to letters / emails received through this channel within 5 working days.

If the complaint/dispute is not redressed within a period of one month, the customer may appeal to the regulatory authority of Housing Finance companies – the National Housing Bank – at the address given below:

National Housing Bank,
Department of Regulation and Supervision (Complaint Redressal Cell)
4th Floor, Core-5A, India Habitat Centre, Lodhi Road,
New Delhi - 110 003.
Email Id: crcell@nhb.org.in
Website: www.nhb.org.in
(Under the head of Grievance Redressal System there is an option tolodge the compliant in Physical mode and Online mode(GRIDS))

 
4.6.2 Mandatory display requirements
 

ABHFL has the following in all our branches:

  1. Appropriate arrangement for receiving complaints and suggestions.
  2. Display of the Name, address and contact number of the Complaint Redressal Officer

The process of the complaints redressal unit will ensure closure of all complaints to the customers' satisfaction.

They will ensure that the complaint is escalated to the appropriate levels in case it is not possible to resolve at his/her level. Whilst the ultimate endeavor is to ensure we reach a situation where our customers don't have to complain to senior management to get an effective redressal, we have put in a robust mechanism to handle these complaints, review them from a point of view of understanding reasons for the complaint and for the escalation and working on prevention of recurrence thereof.

 
4.6.3 Time frame
 

To register complaints, the customers may use any of the channels mentioned above (refer point (a) on Machinery to handle the customer complaints). If the complaint has been received in writing, ABHFL will endeavor to send an acknowledgement / response within a week. Once the matter is examined, ABHFL endeavors to either send a final response to the customer or an intimation seeking more time within one month upon receipt of complaint.

Complaints that are received at our end will be seen in the right perspective and would be analysed from all possible angles.

The communication of ABHFL's stand on any issue will be provided to the customers. Complaints that require some time for examination of issues involved will be acknowledged promptly.

The aforesaid policy will be reviewed periodically /revised as and when there are any new changes incorporated by ABHFL in handling complaints / grievances of the customer which includes introduction of new grievance channels, if any.

 
4.6.4 Regulation of excessive interest charged
 

The Company has laid down appropriate internal principles and procedures in determining interest rates and processing and other charges.

The Company has adopted an interest rate model taking into account cost of funds, margin and risk premium for determining rate of interest to be charged for loans and advances.

The rate of interest to be charged depends much upon the gradation of the risk of borrower viz. the financial strength, business, regulatory environment affecting the business, competition, past history of the borrower etc. The rate of interest will be annualized so that the borrower is aware of the exact rates that would be charged to the account.

 
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