In the present competitive scenario, clear customer communication by Sales Executives and DSAs is an important tool for sustained business growth. Our Relationship Managers/DSAs play a pivotal role in selling our products. Proper communication to the customer is critical towards adhering to the Treating Customer Fairly (TCF) principles; keeping this in mind, we have created a structured misselling mechanism to help reduce instances of misselling.
This policy applies to all Sales Executives/ Sales Managers (SM) of Aditya Birla Housing Finance (ABHFL) and all DSAs, channel partners affiliated with ABHFL.
All complaints will be assessed based on Customer inputs/sales /service / others feedback towards the DSA/SM as applicable. Based on the frequency of complaint, this will be evaluated by the committee for validity as defined below.
Complaints that are received at our end will be seen in the right perspective and would be analyzed from all possible angles. Decision once reached, will be communicated to the DSA/Sales Executive and in case the executive still has an issue on the same, he can raise it to the Chief Business Officer or Head – Risk / Head - Compliance for further review. Decision once taken by this team will be considered final.
Complaints that require some time for examination of issues involved will be acknowledged promptly.
The below grid is the guideline to be followed but basis severity / frequency or any other parameter as decided by the stakeholders, the penalty levied can be upgraded to as high as deemed necessary: