Kinara Capital’s mission is to transform lives, livelihoods and local economies. To deliver this mission, we pride ourselves in providing superior customer service. At times, we may fall short of our customers’ expectations. Hence, we provide multiple channels and avenues for our customers to register their concerns formally with us. We are committed to understanding and resolving all customer complaints as well as improving the quality of our people, process and technology to minimize future customer grievances.
In order to effectively address the customer grievances, Kinara has introduced multiple channels of communication. A customer can raise a complaint or express their dissatisfaction on the company service through the below channels:
Kinara Capital has a robust escalation matrix, framed and approved as below:
1st Level Escalation: Customers can forward their escalations to the Manager customer care in case they are not satisfied with the solution provided by the Customer care agents. Details provided below:
2nd Level Escalation: In case if any customer is not satisfied with the resolution provided by the Branch Head, Customer Care agent, or by the Customer care manager, they can escalate their issues to the Head of Customer Care department, details as provided below:
3rd Level Escalation: Any third level escalations could be marked to the Principal Nodal Officer under the RBI’s Ombudsman Scheme for NBFCs. Details are as provided below:
4th Level Escalation: In case if the customer is not satisfied with the response provided by the Head – Customer service and the Grievance redressal Officer , or in case if the issue is not resolved within 20 days of submission of a complaint, then the customer can escalate the issue to the Chief Operations Officer cum Director of the Board, details as provided below:
5th Level Escalation: In rarest of the scenarios where the customer is not happy with the response provided by the 4th level escalation, and if the issue is not resolved within 1 month of submission, the customer can write to the NBFC Ombudsman, details as provided below:
|Sl. No||Centre||Address of the Office of NBFC Ombudsman||Area of Operation|
|1||Chennai||C/o Reserve Bank of India Fort Glacis, Chennai 600 001 STD Code: 044 Telephone No : 25395964 Fax No : 25395488 Email : firstname.lastname@example.org||Tamil Nadu, Andaman and Nicobar Islands, Karnataka, Andhra Pradesh, Telangana, Kerala, Union Territory of Lakshadweep and Union Territory of Puducherry|
|2||Mumbai||C/o Reserve Bank of India RBI Byculla Office Building Opp. Mumbai Central Railway Station Byculla, Mumbai-400 008 STD Code: 022 Telephone No : 2300 1280 Fax No : 23022024 Email : email@example.com||Maharashtra, Goa, Gujarat, Madhya Pradesh, Chhattisgarh, Union Territories of Dadra and Nagar Haveli, Daman and Diu|
All employees of the company will be up to date on the grievance redressal mechanism.
The customer grievance policy will be displayed on the company website and on the notice board of all Branch Offices.
All customer complaints or grievances will be updated in the internal CRM software, and tracked until closure as per the process.
Management will periodically review the customer grievance tracker to ensure timely response/closure of customer complaints.
Kinara will review the policy on a yearly basis, and will amend the policy on an as needed basis.