Grievance Redressal

ECL Finance Limited

We at ECL Finance Limited (“ECLF/Company”) are committed to serve to make our client’s experience a rewarding one at our Company. ECLF’s Grievance Redressal Mechanism articulates our objective to minimize instances that give rise to customer complaints and create a review mechanism to ensure consistently superior service behavior.

 

We ensure prompt redressal of all complaints and use it for effecting necessary changes to improve the services further. In case of any complaints/grievances which customers/prospective customers (including with disabilities ) may have with respect to the lending, insurance, Recovery agents/ Agency, DSA/DMAs, IT services related vendors any outsourcing vendors may also contact through any of the following channels

 


LEVEL – 1 

 

a) The borrowers can directly approach the Branch Manager and enter his/her complaint/grievance in the compliant register maintained at the branch

 

b) The concerned Employee / Relationship Manager shall guide the borrowers who wish to lodge a complaint. 

 

c) The borrower may also lodge complaints / grievances through any of the following channels – 

 

Email to: assistance@eclf.com 

Toll free: 1-800-1026372

Monday – Friday (10 a.m. to 5 p.m.) 

 


LEVEL – 2

 

In case the customer is dissatisfied with the response received, they can also approach Grievance Redressal Officer at the following address :- 

 

Ms. Sangeeta Mukherjee , 

Grievance Redressal Officer 

Tower 3, Wing ‘B’, Kohinoor City Mall , 

Kohinoor City, Kirol Road, Kurla (west), 

Mumbai – 400070 

Tel No.+91 22-43428056

email to :- grievances@eclf.com

Monday – Friday (10 a.m. to 5 p.m.) 

 

The Grievance Redressal Officer shall endeavour to provide the borrower / applicant with the resolution / response to the queries / complaints / grievances received as earliest as possible. 


LEVEL – 3 

 

If the complaint / grievance is not redressed within a period of one month, or / and the complainant is not satisfied with the reply, the borrower / customer / complainant may appeal to the Ombudsman, Reserve Bank of India at
https://cms.rbi.org.in :- 

 

as per the RBI Integrated Ombudsman scheme vide Ref 

CEPD. PRD. No.S873/13.01.001/2021-22 dated November 12, 2021 

Grievance Redressal Mechanism – Investors

In case of any complaint/grievance, the investors may contact through the following channels:

Level 1
  • The investors can directly approach the Registrar and Share Transfer Agent (RTA) for any grievance by sending an email to the RTA.
  • KFin Technologies Limited: einward.ris@kfintech.com
  • Link Intime India Private Limited: bonds.helpdesk@linkintime.co.in

    • Kindly mention your PAN number in all the correspondence. A valid request only from the investor will be considered and responded by the RTA. Kindly note that the TAT of KFin RTA for response is 7 working days for emails and physical letters is 15 working days.

    The investors can also write letter to the RTA at the following address:

    KFin Technologies Limited
    Registrar to the Issue-NCD-Public Issue
    Selenium Building, Tower-B,
    Plot No 31 & 32, Financial District,
    Nanakramguda, Serilingampally, Hyderabad,
    Rangareddi, Telangana- 500 032
    www.kfintech.com

    Link Intime India Private Ltd
    Registrar to the Issue-NCD Private Placement
    C 101, 247 Park,L B S Marg,
    Vikhroli West, Mumbai-400 083.
    Tel No.: +91 22 4918 6000
    Fax No.: +91 22 4918 6060
    www.linkintime.co.in
Level 2
  • The investors can escalate their grievances to the Company Secretary & Compliance Officer by writing email to the following email id :

    Email ID : investorgrievances@eclf.com

  • Or can alternatively write a letter at the following address:

    Company Secretary & Compliance Officer
    Tower 3, Wing ‘B’,
    Kohinoor City Mall , Kohinoor City,
    Kirol Road, Kurla (west),
    Mumbai – 400070
    Tel: +91 (22 4272 2200)
Level 3
  • If the investor is not satisfied with the response received from the RTA or the Company they can file a complaint with SEBI through logging into SCORES Portal at:
    https://scores.gov.in/
Level 4