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 complaint/grievance, the borrowers / customers including the applicants with disability (ies) may 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 – 

 

For Mortgages, SME and other retail loans: assistance@eclf.com 

Toll free: 1-800-1026372

Monday – Friday (10 a.m. to 5 p.m.) 

 

For other loans : Eclf.grievancecell@edelweissfin.com 

LEVEL – 2

 

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

 

Ms. Ashwini Upadhyay, 

Grievance Redressal Officer 

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

Kohinoor City, Kirol Road, Kurla (west), 

Mumbai – 400070 

Tel No.+91 (22) 4342 8289

Email id: grievances@eclf.com 

 

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 / Grievances is not resolved within a period of one month, the borrower / customer / applicant may appeal to :- 

 

The Officer – in – Charge 

Department of Non – Banking Supervision Reserve Bank of India 

3rd Floor, Near Maratha Mandir, 

Byculla, Mumbai Central, 

Mumbai – 400008; 

Tel:   +91 22-23084121/ 23028436 

Fax:   +91 22-23022011 

Email id –  dnbsmro@rbi.org.in