Grievance Redressal Mechanism

This policy is issued by AMARPADMA CREDITS PRIVATE LIMITED (hereinafter referred to as “Amarpadma” or “Company”)

1.  Policy Statement

  1. Amarpadma is committed to providing the highest standards of customer service and ensuring that all grievances and complaints are addressed in a fair, transparent, and timely manner.
  2. The Grievance Redressal Mechanism has been established to ensure that customers, stakeholders, and employees have a clear and effective channel to voice their concerns, complaints, or feedback and that these are resolved promptly and satisfactorily.
  3. This policy is formulated in compliance with Clause 45.8 of the Reserve Bank of India’s Master Direction – Reserve Bank of India (Non-Banking Financial Company – Scale Based Regulation) Directions, 2023, dated 19 October 2023 (updated as on October 10, 2024) and FAQ – The Reserve Bank- Integrated Ombudsman Scheme, 2021 dated January 07, 2025. In accordance with these regulatory guidelines, Amarpadma is committed to maintaining a robust grievance redressal framework that is accessible, efficient, and compliant with all applicable laws and regulations.

2.  Objectives of the Policy

  1. Amarpadma’s Grievance Redressal Mechanism ensures that:
    1. All grievances are logged, acknowledged, and addressed promptly.
    2. The resolution process is transparent, impartial, and customer-centric.
    3. Appropriate measures are taken to prevent the recurrence of issues and enhance overall service quality.
  2. The Amarpadma’s policy, on Grievances Redressal has been formulated considering the following objectives:
    1. To establish a structured redressal mechanism for the customers and other stakeholders to resolve their grievances immediately;
    2. To institute a mechanism within the Company's operations for receiving and addressing customer complaints, with a focus on resolving such complaints expeditiously and in a fair manner.

3.  Applicability of the Policy

  1. The Policy covers the grievance of the customer of Amarpadma who may approach the offices of Amarpadma for the resolution of their complaints.
  2. A customer grievance regarding deficiency in service shall refer to any shortcoming or inadequacy in the delivery of financial services, or any related services that Amarpadma is obligated to provide, whether mandated by statutory requirements or otherwise. Such deficiencies may or may not result in financial loss or damage to the customer.
  3. The redressal mechanism ensures that all the disputes arising out of the decisions of Amarpadma’s operational management or otherwise are heard and disposed of at least at the next higher level.
  4. The Board of Directors of Amarpadma shall monitor the status and progress of Grievance Redressal. The Grievance Redressal officer shall submit a quarterly report on redressal to the Board.

4.  Grievance Redressal Officer

  • The Board of Directors has appointed a Grievance Redressal Officer (GRO) responsible for overseeing the grievance redressal mechanism, ensuring timely and efficient resolution of escalated grievances.

5.  Grievance Redressal Mechanism

Any customer having grievance/complaint/feedback with respect to the product and service offered by the Amarpadma may write to the Amarpadma’s Customer Service Department in the following manner:

  • Step-I:

Initial Complaint Submission

Customers with a grievance can visit the branch office and provide a written Complaint;

Email: Customers can send their grievance through email at: mahen.shriram@gmail.com

Write us at the mentioned address:

Flat no. 10, Floor no. 4th, Shal Val flat, Mahalaxmi    crossroad, Paldi, Ahmedabad, Gujarat 380007.

  • Step-II

Escalation to GRO:

  • In case the complaint is not resolved within the given time or if the customer is not satisfied with the solution provided by Amarpadma, the customer can approach the Grievance Redressal Officer between 10:00 am to 7:00 pm, Monday to Friday (except National Holidays):

Name: Mr. Mahendra Jain 

Designation: GRO

Contact No.: +91 9983230624

Write us at the mentioned address:

Amarpadma Credits Private Limited

Flat no. 10, Floor no. 4th, Shal Val flat, Mahalaxmi    crossroad, Paldi, Ahmedabad, Gujarat 380007

For proper resolution, the Customer is requested to mention the Loan application number or Loan Account number while filing the complaint. Anonymous complaints shall not be addressed.

6.  Escalation Mechanism

  1. If the complainant is unsatisfied with the resolution/response provided by the company or if the company fails to respond within 30 days, the complainant can escalate their complaint to the RBI via procedure outlined hereafter.
  2. The Complainant can lodge their complaints against Amarpadma via the 24*7 online CMS Portal at https://cms.rbi.org.in/. Alternatively, complaints can also be submitted via email or physical (letter/post) in the form specified in ‘Annexure A’ in the scheme to the Centralised Receipt and Processing Centre (CRPC) at the following:

Email: crpc@rbi.org.in

Address: Centralised Receipt and Processing Centre, 4th Floor, Reserve Bank of India, Sector -17, Central Vista, Chandigarh - 160017

Contact Centre with Toll Free No.: 14448 (Timing: 9:30am to 5:15pm)

The Complaint, if submitted in physical form, shall be duly signed by the complainant or by the authorised representative.

  1. The Consumer Education and Protection Cells (CEPC) is the authority designated by the RBI who shall take up the complaint received against Amarpadma by the complainant using CMS Portal.
  2. Escalation to RBI/CEPD is an Alternate Dispute Resolution Mechanism. The Complainant is at liberty to approach the Court, Tribunal, Arbitrator or any other forum or authority.

7.  Closure of Complaints

  • The complaint shall be considered as disposed-off and closed when:
    1. The Amarpadma have acceded to the request of the complainant fully; or
    2. Complainant has indicated acceptance of the response of the Amarpadma in writing; or
    3. Complainant has withdrawn the complaint, in writing.

8.  Audit of the Mechanism

  1. The Audit & monitoring staff checks the registers and contacts the clients with serious grievances to enquire if their complaint has been satisfactorily resolved.
  2. The Amarpadma’s grievance cell is audited as part of the Branch Office audit. Internal Auditors enquire with clients during centre visits, if they have any complaints and if those raised were settled satisfactorily.
  3. The auditors also check the grievance registers during the Branch Office audit, to verify if the complaints have been settled satisfactorily. Pending cases are followed up through field audits.
  4. The Audit Department of the Company shall be responsible for overseeing the compliance of Grievance Resolution on a sample basis.
  5. Weekly and Month-wise Branch complaint resolved data shall be supplied by the Grievance Redressal Officer to the Audit Department.
  6. In case any complaint is not resolved and wrongly reported by the Branch, it shall be captured in the Audit report and reported to the Grievance Redressal Officer.
  7. In such cases, Grievance shall track the issue and change the status of the issue to ‘Open’, whereby resolution of the issue is to be followed as described earlier.
  8. The concerned department head shall also be appraised for strict action against the person falsely reporting complaint resolution.

9.  Miscellaneous

  1. The Customer shall mention the Loan application number or Loan Account number while filing the complaint to ease the redressal process.
  2. Anonymous complaints made to Amarpadma shall not be addressed.
  3. Upon receiving a complaint, Amarpadma will acknowledge it within a reasonable timeframe. All complaints will be duly recorded for reference and resolution purposes.
  4. The Nodal officer of the company shall monitor the status of the complaint to ensure that the grievance are resolved within the duration of 30 days of receipt of the complaint.
  5. If in any case, the Amarpadma needs additional time, Amarpadma shall inform the customer of the reasons for delay in resolution within the timelines specified above and provide expected timelines for resolution of the complaint.
  6. The designated Grievance Redressal Officer shall be responsible for resolving the grievances under the Grievance Redressal Mechanism on behalf of the Amarpadma.

10.      Disclosure and Update

  • Amarpadma shall display the following information for the benefit of their customers at their branches/places where business is transacted/website of the company:

Name and contact details (such as Telephone/Mobile No., e-mail ID) of the Grievance Redressal Officer who can be approached by the public for resolution of complaints against the Company.

  • The policy will be reviewed annually or when required by regulatory changes, with updates approved by the Board.