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Grievance Redressal

Got questions or comments about your loan? We’re listening, and we’re here to help.

At Credila, we have an internal Grievance Redressal Mechanism built to address your queries and concerns and do all we can to find a solution that works for you.

Grievance Redressal Mechanism

Purpose

Credila Financial Services Limited (“Credila”, or “the Company”, formerly known as HDFC Credila Financial Services Limited) is committed to fairness, accessibility, and inclusivity in grievance handling. This policy sets out the Company’s framework for receiving, addressing and resolving customer grievances in a transparent and timely manner, in compliance with applicable laws, regulations, and regulatory guidelines issued by the Reserve Bank of India (RBI)

Grievances raised by persons with disabilities (PwD), as well as grievances arising from services provided by outsourced agencies and/or third‑party service providers, including verification agencies, recovery agents shall be addressed without discrimination through the Company’s Grievance Redressal Mechanism.

Governance Framework

The Company has instituted a structured, multi‑level grievance redressal mechanism to ensure effective and timely resolution of customer complaints. The mechanism consists of the following levels:

Level 1: Nodal Officer – First point of contact for customer grievances.
Level 2: Principal Nodal Officer – For escalation of grievances that remain unresolved or where the response at Level 1 is unsatisfactory.
Level 3: Reserve Bank of India (RBI) Ombudsman – Recourse to the RBI under the Ombudsman Scheme, in accordance with applicable guidelines.

Grievance Redressal Process

<p>Customers may raise their grievances with the Company’s designated Nodal Officers. The Nodal Officers shall be the first point of contact for resolution of customer complaints.</p><div><b>Contact details of the Nodal Officers:</b><br/><span>Credila Financial Services Limited </span><br/><i>(Formerly known as HDFC Credila Financial Services Limited)</i><p>2nd Floor, AllCargo House, Kalina, CST Road, Santacruz (E), Mumbai – 400098, Maharashtra, India</p></div><p><b>Email:</b> grievance@credila.com </br> <b>Phone</b>: +91 22 50164642 </p><p><b>Office Hours:</b><ul class='mb-1'><li>Monday–Friday: 9:30 AM–6:00 PM</li><li>First, Third and Fifth Saturdays: 9:30 AM–2:00 PM</li></ul></p><p><b>Resolution Timeline:</b> The Company shall endeavour to respond to customer grievances within 20 days from the date of receipt of the complaint.</p>

<p>If the customer is dissatisfied with the response at Level 1, or if no response is received within 20 days from the date of receipt of the complaint, the customer may escalate the grievance to the Principal Nodal Officer of the Company. </p><div><b>Contact details of the Principal Nodal Officer:</b><br/><b>Ms. Vaijayanti Albal Sharma</b><br/><small><b>Principal Nodal Officer</b></small><br/><span>Credila Financial Services Limited </span><br/><i>(Formerly known as HDFC Credila Financial Services Limited)</i><br/><span>2nd Floor, AllCargo House, Kalina, CST Road, Santacruz (E), Mumbai – 400098, Maharashtra, India</span></div><p class='mt-3'><b>Email:</b> pno@credila.com </p>

<p>The Company shall communicate its final decision to the customer within 30 days of receipt of the complaint.<p> <p>If the customer is dissatisfied with the Company’s final response, or where no response is received within the stipulated timeline, the customer may escalate the complaint to the Office of the RBI Ombudsman through any of the following channels: </p><b>Website:</b> https://cms.rbi.org.in</p></p><p><b>Email:</b> crpc@rbi.org.in</p><span><b>Contact Centre (Toll-Free):</b> 14448 (9:30 AM to 5:15 PM) <span> <p class='mt-2'><b>Physical Address:</b><br/><span>Centralized Receipt and Processing Centre (CRPC),</span><br/><span>Reserve Bank of India,Central Vista, Sector 17, Chandigarh – 160 017</span></p>

Escalation Protocol

Escalation to Level 2 or Level 3 should only be initiated after Level 1 and Level 2 attempts have been made and the grievance remains unresolved.

Grievance Redressal Workflow

LEVEL 1

Nodal Officer

First point of contact for customer grievances

↓

LEVEL 2

Principal Nodal Officer

For escalation of matters that remain unresolved or where the Level 1 resolution is deemed unsatisfactory

↓

LEVEL 3

Reserve Bank of India (RBI)

Recourse to the RBI if the grievance remains unresolved within stipulated timelines

Master Direction & Schemes

  • Master Direction - Reserve Bank of India (Internal Ombudsman for Regulated Entities) Directions, 2026
  • The RBI Integrated Ombudsman Scheme, 2021
  • Salient Features: The RBI Integrated Ombudsman Scheme, 2021

Grievance Redress Day

We’re here to listen.

Our Grievance Redress Day is held on the 5th of every month, between 4 PM and 6 PM. Customers are welcome to walk in without an appointment to share concerns or complaints.

If the 5th falls on a Saturday or a non-working day, the redressal window will shift to the immediately following working day.
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