We take all customer concerns seriously. Here is how to raise a grievance and what to expect.
Shanmukha Finance is committed to delivering high-quality service and ensuring customer satisfaction at every stage of the facilitation process. We recognize that customers may occasionally have concerns, complaints, or feedback about our services, and we are committed to addressing these in a timely, fair, and transparent manner.
This Grievance Redressal Policy applies to complaints relating to services provided directly by Shanmukha Finance, including: loan facilitation, advisory, customer support, documentation assistance, and communication practices.
Complaints relating to lending decisions, interest rates, loan approvals or rejections, gold valuation, or other decisions made by the lending institution must be directed to the respective lender's grievance channels, as these decisions are beyond the control of Shanmukha Finance.
You may raise a grievance through any of the following channels:
To help us resolve your concern efficiently, please include:
We will acknowledge receipt of your grievance within two (2) business days of receiving it through any of the channels listed above.
Upon receiving a grievance, we will review the details of the complaint and conduct an internal investigation where necessary. We aim to provide a substantive response or resolution within seven (7) business days for standard complaints. Complex matters may require additional time, and we will keep you informed of progress.
If you are not satisfied with the initial response to your grievance, you may request escalation to a senior team member. To escalate, please contact us using the same channels listed above and indicate that you would like your complaint escalated.
For grievances relating to lending decisions, gold valuation, interest rates, or lender conduct, please contact the respective lending institution directly using their published grievance redressal channels.
Shanmukha Finance does not have the authority to override, modify, or intervene in decisions made by lending institutions. If your complaint relates to a lending institution's decision, terms, or conduct, you will need to raise that grievance directly with the lender. We can assist in identifying the appropriate contact at the lending institution if required.
All grievances are handled with appropriate confidentiality. Information provided in connection with a grievance will only be shared to the extent necessary for the resolution of the complaint.
Customer feedback and grievances are reviewed periodically to identify opportunities for service improvement. We take all feedback seriously as part of our commitment to improving our services.
This Grievance Redressal Policy is reviewed periodically and updated as required to reflect changes in our operations, applicable regulations, or best practices.