In an era of digital lending and financial technology, Vaishali Securities Limited is committed to providing exceptional customer service and satisfaction. As a Non-Banking Financial Company (NBFC), we understand the importance of addressing customer grievances promptly and effectively. This policy outlines our commitment to resolving customer complaints in a fair, transparent, and efficient manner.
Ensure unbiased treatment of customers
Continuously improve our services based on customer feedback
Provide formal and informal channels for customer feedback
Establish a formal grievance redressal mechanism
Ensure speedy and efficient resolution of customer issues
Compensate customers for any financial losses incurred due to service gaps
Complaint Definition, Handling, and Resolution Process:
A complaint is any communication expressing dissatisfaction with any aspect of our products, services, employee behavior, processes, or systems.
Inadequate/poor services
Issues related to offered products
Technology-related issues
Employee behavior
Delayed responses
Process-related issues
Collections-related complaints
Product-related issues
Customers can register complaints through multiple channels, including email, in-person visits, written complaints on social media, complaint calls/emails/messages, and complaints received through regulatory bodies.
All complaints will be registered in a central complaints management system with a unique reference number provided to the complainant within 2 working days.
Complaints will be resolved promptly by assigned team members. The resolution timeframe will be communicated to customers, and interim responses will be provided if additional time is required.
A dedicated team member will review the classification and allocation of complaints to respective departments to ensure complete and correct resolution.
General complaints: 3 to 14 days
Other complaints: 5-30 days
Cases involving third parties/other teams: 5-30 days
Customers will be compensated for financial losses incurred in certain situations, including erroneous debits, failure to execute instructions, staff violations, mis-selling, and delays in credit.
All complaints shall be initiated through / directed to any of the channels mentioned above. At this level, the Company will strive to address the customer complaint within 5 days.
| Name | Sumitra Agarwal |
| Designation | Grievance Reddressal Officer |
| Email ID | grievanceredressal@vaishalisecuritiesltd.com |
| Contact Number | +91 9845339809 |
After thorough examination, the Company will strive to provide a response or resolution to the customer's complaint within 15 days from the date of receiving the grievance
This policy is subject to periodic revision in accordance with the prevailing guidelines issued by the Reserve Bank of India (RBI)
