Introduction
Kinara Capital’s mission is to transform lives, livelihoods and local economies. To deliver this mission, we pride ourselves in providing superior customer service. At times, we may fall short of our customers’ expectations. Hence, we provide multiple channels and avenues for our customers to register their concerns formally with us. We are committed to understanding and resolving all customer complaints as well as improving the quality of our people, process and technology to minimize future customer grievances.
Principles that outline Kinara’s Customer Service
- Provide excellent customer service and experience.
- Fair treatment to all the customers.
- Deal customer complaints with courtesy.
- Resolve the customer issues with in the specified TAT.
- Comply with regulatory guidelines as required by RBI.
Kinara Grievance Redressal Mechanism
In order to effectively address the customer grievances, Kinara has introduced multiple channels of communication.
A customer can raise a complaint or express their dissatisfaction on the company service through the below channels:
- Walk in to their service branch, and speak to the Hub Manager.
- Call the toll-free number 1800-103-2683 Monday – Friday | 9.30 AM – 6.00 PM and speak to our customer care agents.
- Email us the customer issues at [email protected]
- Raise a complaint on our website – www.kinaracapital.com/contact-us/
- Send letters or notices to the registered office:
Registered Office Address:
The Customer Grievance Redressal Officer,
No. 50, Second Floor, 100 Feet Road,
HAL 2nd Stage (Defence Colony),
Indiranagar, Bengaluru, Karnataka 560038
Escalation Matrix
Kinara Capital has a robust escalation matrix, framed and approved as below:
- 1st Level Escalation: Customers can forward their escalations to the Manager customer care in case they are not satisfied with the solution provided by the Customer care agents. Details provided below:
- Name: Rashmi N
- Designation: Manager – Customer Care
- Phone Number: 6364464958
- Email: [email protected]
- 2nd Level Escalation: In case if any customer is not satisfied with the resolution provided by the Branch Head, Customer Care Agent, Customer Care Manager they can escalate to the Nodal Officer under the RBI’s Ombudsman Scheme for NBFCs. Details are as provided below:
- Name: Narendra Laxman Pakhare
- Designation: Vertical Head – Customer Care; Grievance Redressal Officer / GRO
- Phone Number: 6364464957
- Email: [email protected]
- 3rd Level Escalation: In case if the customer is not satisfied with the response provided by the Head – Customer service or the Grievance redressal Officer, or in case if the issue is not resolved within 20 days of submission of a complaint, then the customer can escalate the issue to the Principal Nodal Officer cum Director of the Board, details as provided below:
- Name: Aiswarya Ravi
- Designation: Principal Nodal Officer, Chief Financial Officer & Director of the Board
- Phone Number: 6364464955
- Email ID: [email protected]
- 4th Level Escalation: In rarest of the scenarios where the customer is not happy with the response provided by the 3rd level escalation, and if the issue is not resolved within 1 month of submission, the customer can write to the NBFC Ombudsman, details as provided below:
| S No | Centre | Name & Address of the Office of RBI Ombudsman |
|---|---|---|
| 1 | Ahmedabad | C/o Reserve Bank of India 4th Floor, "Riverfront House", Behind H.K. Arts College, Between Gandhi & Nehru Bridge, Pujya Pramukh Swami Marg (Riverfront Road - West), Ahmedabad-380 009 STD Code: 079 Tel. No. 26582357 |
| 2 | Bengaluru | C/o Reserve Bank of India 10/3/8, Nrupathunga Road Bengaluru -560 001 STD Code: 080 Tel. No. 22277660/22180221 |
| 3 | Chennai (I) | C/o Reserve Bank of India Fort Glacis, Chennai 600 001 STD Code: 044 Tel No. 25395964 Fax. 25395488 |
| 4 | Hyderabad | C/o Reserve Bank of India 6-1-56, Secretariat Road Saifabad, Hyderabad-500 004 STD Code: 040 Tel. No. 23210013 |
| 5 | Mumbai (I) | C/o Reserve Bank of India 4th Floor, RBI Byculla Office Building, Opp. Mumbai Central Railway Station, Byculla, Mumbai-400 008 STD Code: 022 Tel No. 23022028 |
| 6 | Mumbai (II) | C/o Reserve Bank of India, 1st Floor, RBI Byculla Office Building, Opp. Mumbai Central Railway Station, Byculla, Mumbai-400 008 STD Code: 022 Tel No.: 23001280 |
Internal Review Mechanism
- All employees of the company will be up to date on the grievance redressal mechanism.
- The customer grievance policy will be displayed on the company website and on the notice board of all Branch Offices.
- All customer complaints or grievances will be updated in the internal CRM software, and tracked until closure as per the process.
- Management will periodically review the customer grievance tracker to ensure timely response/closure of customer complaints.
- Kinara will review the policy on a yearly basis, and will amend the policy on an as needed basis.