The company will take necessary steps for minimizing the customer complaints/ grievances. The company will facilitate the customer to pay the whole or part of the dues at any of the branches of the company subject to the condition that delivery of the pledged security shall be made only at the branch where loan was originally disbursed. All customer grievances shall be heard and disposed by the branch manager. All the disputes arising out of the decisions of lending institutions functionaries are heard and disposed of at least at the next higher level. ie, Branch Manager->Regional Manager-> Zonal Manager and Grievance Redressal Forum. Contact numbers of Customer Redressal officer will be displayed at the branch.

General

• The company will not interfere in the affairs of the customers except for the purposes mentioned in the terms and conditions of the loan agreement.
• In the matter of recovery, the company will not resort to any type of undue harassment viz; persistently bothering the borrowers at odd hours, use of muscular power for recovery of loans etc. Company shall train all staff to deal with customers in a proper manner.
• The company shall state the repossession clause in the loan agreement with the borrower which shall contain provisions regarding notice period before taking possession, circumstances under which the notice period can be waived, procedure for taking possession of the security , provision regarding final chance to be given to the borrower for repayment of the loan before auction/sale of security, procedure for giving repossession to the borrower and the procedure for sale/ auction of the property.
• The company shall treat all personal information of its borrowers as private and confidential and will not reveal any information to any other entity other than for regulatory/statutory matters.

The company shall put the above Fair Practice Code on its website for information. The company would also review and revive the code, as may be required periodically based on its own experience and fresh guidelines, if any, to be issued by RBI in this regard.