This has reference to RBI Circular no. 2012-13/416/DNBS.CC.PD No. 320/03.10.01/2012-13 dated 18th February 2013, wherein the Reserve Bank Of India (RBI) has revised the guidelines on Fair Practice Code for NBFCs to implement the same.
At the operational level, we will display our Fair Practice Code (FPC) prominently, in vernacular language for the benefit of their customers, at our branch / places where business is transacted, and also put up on the website, for the information of various stakeholders. On the basis of RBI Guidelines, PRAYATNA MICROFINANCE LIMITED has developed a Fair Practice Code (FPC) which ensures the fair, transparent and responsible conduct of the business in letter and spirit. The organization is governed by balanced team of learned, experienced practitioners and professionals.
To bring total transparency in the working of PRAYATNA MICROFINANCE LIMITED the following ‘Code of Fair Practices’ are recommended to be adopted by the Board.
Customers who wish to send in complaint/feedback over any issue can use the following channels.
LEVEL 1 : Customer Relationship Manager/ Branch Manager
Please contact Customer Relationship Manager or Branch Manager at the branch. Timings: 9 am to 5 pm on week days.
Office No. 602, 6th Floor, Vinayak Plaza, Maldahiya, Varanasi (UP)
LEVEL 2 : Customer Service Help Desk
If you are not satisfied with the response received from the branch or if you don’t receive a response in 3 working days, please call our Help Desk Representatives available on the phone to register your complaints
LEVEL 3: Grievance Redressal Officer
If you are not satisfied with the response from customer service helpdesk or if you don’t receive a response within 3 working days, please call or write to Grievance Redressal Officer.
You will receive a response within 5 working days of Grievance Redressal Officer receiving the complaint.Grievance Redressal Officer (Nodal Officer)
If your complaint is not resolved by Prayatna within 30 working days, you can call the Toll free number 18002700317 of ‘MFIN’which is an Independent body recognized as SRO by the RBI to redress customer complaints.
Also If the complaint / dispute are not redressed within a period of one month, the customer may appeal to the RBI on the following addresses:The General Manager