GRIEVANCE REDRESSAL POLICY
Preamble
The Reserve Bank of India (“RBI”) had, in its Master Direction – Reserve Bank of India (Non-Banking Financial Company – Scale Based Regulation) Directions, 2023and any amendment thereof, mandated every NBFC to put in place a grievance redressal mechanism.
Protium Finance Limited (PFL) has laid down the appropriate grievance redressal mechanism within the organization to resolve disputes arising in this regard. This mechanism shall ensure that all disputes arising in connection with any matter pertaining to business practices, lending decisions, credit management and recovery decisions shall be heard, and the response would be sent for such complaint / grievance.
Mode of Complaints
Customer can forward the complaint through any of the below modes of communication namely:
- Email us at: customerservice@protium.co.in
- Write to us at: Manager – Customer Service, Protium Finance Limited, Nirlon Knowledge Park (NKP), B2, 7th Floor, Pahadi Village, Off Western Express Highway, Cama Industrial Estate, Goregaon (East), Mumbai 400 063, Maharashtra
- Visit the nearest Branch of PFL
All the customer queries and disputes registered through the above channels shall be reviewed, monitored, and resolved to the satisfaction of the customers. The focus shall be to ensure all grievances are resolved in a timely basis and to the full satisfaction of our customers.
PFL has appointed a Principal Nodal Officer who can be approached by the public for resolution of disputes against the Company.
Principal Nodal Officer:
Mr. Yatin Paliwal Protium Finance Limited
Nirlon Knowledge Park (NKP) Nirlon Knowledge Park (NKP), B2, 7th Floor, Pahadi Village, Off Western Express Highway, Cama Industrial Estate, Goregaon (East), Mumbai 400 063, Maharashtra
Email ID: nodal.officer@protium.co.in
Contact Time: Monday to Friday between 10.00 AM to 6.00 PM
Nodal Office Contact Number: 8591984415
Address: Protium Finance Limited, Nirlon Knowledge Park (NKP), B2, 7th Floor, Pahadi Village, Off Western Express Highway, Cama Industrial Estate, Goregaon (East), Mumbai 400 063, Maharashtra
All PFL branches/places where business is transacted a notice board will display the following information prominently, for the benefit of their customers.
If the complaint / dispute is not redressed within a period of one month, the customer may lodge their complaint on RBI CMS portal – https://cms.rbi.org.in Or send your complaint form (format available on the website under Integrated Ombudsman scheme 2022) to the below mentioned address:
The Officer Incharge,
Centralised Receipt and Processing Centre,
Reserve Bank of India, 4th Floor,
Sector 17, Chandigarh – 160017
Escalation Matrix for Query/dispute/ Complaints of Customers:
| Levels | Contact Person / Team | Mode through which the customer may connect | TAT to resolve the grievance |
| Level I | Customer Service team | i.Email – Customer can write to us at: customerservice@protium.co.in ii.Telephone – Customer can call us on 882 882 0004 (Telephone Lines are open on 10.00 AM to 6.00 PM on all working days except Saturdays, Sundays and public holidays) (for Samsung Finance + customer may also reach on Toll Free No. 1800 209 1119 and can write on wecare@protium.co.in) iii. Post – Customer can write to us at Customer Service, Protium Finance Limited, Nirlon Knowledge Park (NKP), B2, 7th Floor, Pahadi Village, Off Western Express Highway, Cama Industrial Estate, Goregaon (East), Mumbai 400 063, Maharashtra. | Within 7 working days from the date of receipt of customer disputes. |
| Level II | Grievance Redressal Officer (GRO) | If the grievance is not resolved within 7 working days from the date of receipt of customer disputes, the customer can escalate the grievance with GRO through below mode: i.Name:Anuj Chatterji ii.Designation: Head Customer Service iii.Email id – Customer can write to us at GRO@protium.co.in Contact Time: Monday to Friday between 10.00 AM to 6.00 PM Contact Number: +91 85912 01937 vi. Address: Protium Finance Limited, Nirlon Knowledge Park (NKP), B2, 7th Floor, Pahadi Village, Off Western Express Highway, Cama Industrial Estate, Goregaon (East), Mumbai 400 063, Maharashtra (Please note that Grievance can only be escalated to GRO only when the dispute is not resolved by the customer service team within prescribed TAT or the customer is not satisfied with the resolution provided by the customer service team. It shall be mandatory to provide ticket number of the dispute to GRO for grievance escalation to GRO). | Within 7 working days from the date of escalation of grievance with GRO. |
| Level III | Principal Nodal Officer | If the customers are not satisfied with the resolution provided on their grievance by GRO, they may escalate their dispute to the Principal Nodal Officer at the below address: Name: Yatin Paliwal Designation : Principal Nodal Officer Email ID: nodal.officer@protium.co.in Contact Time: Monday to Friday between 10.00 AM to 6.00 PM Contact Number: +91 8591984415 Address: Protium Finance Limited, Nirlon Knowledge Park (NKP), B2, 7th Floor, Pahadi Village, Off Western Express Highway, Cama Industrial Estate, Goregaon (East), Mumbai 400 063, Maharashtra. | Within 7 working days from the date of escalation to Principal Nodal Officer |
| Level IV | Officer in Charge of the Regional Office of Department of Supervision, Reserve Bank of India | If the grievances/ complaints are not redressed within a period of one month, the customer may lodge their complaint on RBI CMS portal – https://cms.rbi.org.in Or send your complaint form (format available on the website under Integrated Ombudsman scheme 2022) to the below mentioned address: The Officer Incharge, Centralised Receipt and Processing Centre, Reserve Bank of India, 4th Floor, Sector 17, Chandigarh – 160017. |
The Board of Directors and the senior management team shall also periodically review the compliance of the PFL’s Grievance Redressal policy detailed above. They will also ensure that its functioning reflects its commitment to all the stakeholders for offering in a fair and equitable manner, the various financial services and products and the grievances redressal mechanism at various levels of management. PFL shall modify, amend, and update the above policy annually or from time to time, in accordance with the guidelines prescribed by the RBI, from time to time.
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