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Grievance Redressal Mechanism

Grievance Redressal Mechanism
  • Customers who wish to provide feedback or send in their complaint/grievance may use the following channels:
Level 1:
  • The borrowers can directly approach the Branch Manager and enter his/her complaint/grievance in the compliant register maintained at the branch.
  • The concerned Branch Official shall guide the borrowers who wish to lodge a complaint. The borrower may also lodge complaints / grievances at the following email id : grievance.officergl@itiorg.com
  • Helpline No: +91-022-40273600 between Monday to Friday from 11 A.M TO 6 P.M. ( except on public holidays)
Level 2:
  • The customer can also approach Grievance Redressal Officer at the following address :-
    Mr Nijeesh Ravindran
    Tel. No.:+91-022–69093694
  • Email Id: grievance.officergl@itiorg.com
    Add : ITI House 36, Dr. R. K. Shirodkar Marg, Parel,
    Mumbai – 400012, Maharashtra
    The Grievance Redressal Officer shall endeavour to provide the customer / applicant with the resolution / response to the queries / complaints / grievances received as earliest as possible. After examining the matter, it would be Company’s endeavour to provide the Borrower with our response, within a period of 30 days from the receipt of such complaint/grievance.
Level 3:
  • If a customer is not satisfied with the resolution provided through various channels or if the complaint/dispute is not redressed within a period, the customer may appeal to Officer-in-Charge of the Regional Office of Department of Non-Banking Supervision of RBI under whose jurisdiction the Registered Office of the Company falls. The details of DNBS are as given below:

    The Reserve Bank of India,
    Department of Non-Banking Supervision,
    Mumbai Regional Office, 3rd Floor,
    Opp. Mumbai Central Railway Station,
    Byculla, Mumbai - 400008
    Phone : +91 - 022 - 23084121
    Fax : +91 - 022 - 23099122
    Email id: dnbsmro@rbi.org.in