Wincrust understands that excellence in customer service is the most important tool for sustained business growth. Organisation’s Grievance Redressal Policy articulates our objective to minimize instances that give rise to customer complaints and create a review mechanism to ensure consistently superior service behaviour. The objective of the Grievance Redressal Mechanism is to provide clients with a convenient, simple, low cost and effective process for settlement of individual grievances. For the purpose of the policy, ‘Grievances’ means individual client grievance and includes all the matters related to:
- Microfinance loans rendered by the company.
- Products which are individually provided to the customers from the company.
- Any other financial transaction undertaken between the client and the company.
- Interpersonal issues arising between the client and the company in terms of conduct and behaviour.
Grievance Redressal Mechanism is governed by the following norms.
- Clients are treated fairly at all times
- Complaints raised by clients are dealt with courtesy and in a timely manner
- Clients are informed of avenues to raise their queries and complaints within the organisation and their rights if they are not satisfied with the resolution of their complaints.
- Queries and complaints are treated efficiently and fairly with a turnaround time defined and communicated to clients.
- The grievance handling staffs work in good faith and without prejudice towards the interests of the clients.
Wincrust provides a transparent and conclusive method of client grievance redressal – first level is initiated with a number and/or email address where customer can raise their complaints and queries and the second level through a higher Authority in the organisation in the branch Office.
First Level Grievance Redressal: Phone Number and Email Address:
Wincrust customers can reach us on our phone number +91 8929292727 in case their query/complaint has not been mitigated after 10 working days from the branch or the customer is having any other complaints. Customers are advised to provide the details and nature of complaint along with the first level escalation with the respective branch (if any) to the executive who attends the call and a specific turnaround time has been defined to close the customer queries based on the nature of the call. A turnaround time of 7-10 working days has been defined in this model to close the customer query/Complaint.
Second Level Grievance Redressal: Branch Visit
Customers are encouraged to record their initial suggestions and complaints in the customer complaints/suggestions register maintained with the Branch Manager of their respective branch. Most of the queries which involve product functioning, loan disbursements in time, general complaints and queries could be raised with the Branch Manager and the nature of the query with details will be recorded in the register. A turnaround time of 7-10 working days to get the queries/complaints answered is given at this level.
Customer Information on Grievance Mechanism:
All the documents signed/acknowledged to the customer would be having the grievance phone number, email address and branch address would be displaying the grievance redressal mechanism in their notice board.