RBI Complaint Guidelines
RBI Complaint & Grievance Redressal Guidelines
IFL Promoters Ltd
IFL Promoters Ltd (“IFL”) is committed to providing transparent, fair, and responsive financial services. In line with Reserve Bank of India (RBI) guidelines for NBFCs, we have established a structured Grievance Redressal Mechanism to address customer complaints efficiently.
1. Objective
The objective of this policy is to:
Ensure prompt and effective resolution of customer complaints
Provide a fair grievance handling process
Comply with RBI’s Fair Practices Code and NBFC regulations
2. What Constitutes a Complaint
A complaint may relate to:
Delay or deficiency in services
Issues related to loan processing, disbursement, or repayment
Interest rates, charges, or documentation
Staff conduct or communication
Any other grievance related to services provided by IFL Promoters Ltd
3. Level 1 – Contact IFL Promoters Ltd (First Resolution)
Customers are encouraged to first raise their complaint directly with us.
Contact Details:
IFL Promoters Ltd
📧 Email: support@iflpromotersltd.in
📞 Phone: +91 97112 13133 | +91 99104 80877
🌐 Website: www.iflpromotersltd.in
📌 Please mention your full name, contact details, loan/application reference number (if any), and details of the complaint.
⏱ Resolution Timeline:
We aim to resolve complaints within 7–14 working days from the date of receipt.
4. Level 2 – Escalation to Grievance Redressal Officer
If you are not satisfied with the response received at Level 1, you may escalate the matter to our Grievance Redressal Officer (GRO).
Grievance Redressal Officer:
Name: To be updated by Company
📧 Email: grievance@iflpromotersltd.in
📍 Location: Noida / Delhi NCR
⏱ Complaints escalated to the GRO will be reviewed and resolved within 14 working days.
5. Level 3 – RBI Ombudsman (CMS Portal)
If the complaint is not resolved within 30 days, or if the response is unsatisfactory, customers may approach the RBI Ombudsman through the Complaint Management System (CMS).
🔗 RBI CMS Portal:
https://cms.rbi.org.in
📌 Complaints can be filed online, free of cost, without the need for legal representation.
6. RBI Ombudsman Applicability
You may approach the RBI Ombudsman if:
No reply is received from IFL within 30 days
You are dissatisfied with the resolution provided
The complaint falls under RBI Ombudsman Scheme, 2021
7. Fair Practices Code
IFL Promoters Ltd follows RBI’s Fair Practices Code, ensuring:
Transparent disclosure of terms and conditions
No hidden charges
Ethical recovery practices
Respect for customer dignity and privacy
8. Customer Responsibilities
To help us resolve complaints efficiently, customers are requested to:
Provide accurate and complete information
Use official contact channels only
Avoid sharing confidential information with unauthorized parties
9. Policy Review
This Grievance Redressal Policy is subject to periodic review and updates in line with RBI regulations.
10. Contact Summary
IFL Promoters Ltd
📍 Noida | Delhi | Mumbai
🌐 www.iflpromotersltd.in
📧 support@iflpromotersltd.in
📞 +91 97112 13133 | +91 99104 80877