Grievance Policy
We are committed to resolving your concerns promptly
1. OVERVIEW
F MEC International Financial Services Limited (“Company”) believes in conducting its affairs in a fair and transparent manner by maintaining the highest levels of integrity, honesty and ethical behavior while dealing with its customers.
In compliance with the guidelines issued by the Reserve Bank of India (“RBI”), as applicable to non-banking financial companies, for maintenance of an appropriate grievance redressal mechanism within the organisation to resolve the complaints and grievances of its customers, the Company has formulated this Grievance Redressal Policy (“Policy”).
This Policy sets out the procedure for receiving, registering and disposing of complaints and grievances of the Customers with respect to the products and services of the Company (“Complaints”), including but not limited to complaints in relation to services provided by third-party agents or business facilitators appointed by the Company for providing such services on behalf of the Company.
The objective of this Policy is to provide a fair, transparent and structured framework for dealing with customer complaints and to educate Customers about the processes to be followed for lodging a Complaint with the Company and/or the RBI.
This document describes the internal policy for handling Customer complaints. It covers various channels available for lodging a complaint, obtaining a resolution from the concerned department and communicating the resolution to Customers within the committed timelines.
2. OBJECTIVE
Customer complaints constitute an important voice of the customer. The Company has framed this Policy to establish an effective framework for minimizing and resolving instances of customer grievances through a proper grievance redressal mechanism.
The purpose of this Policy is to ensure that:
Customers are treated fairly and without bias at all times.
Complaints raised by Customers are dealt with courteously and resolved in a timely manner.
Customers are informed about the available escalation mechanisms within the Company.
Customers are informed of their rights so that they may opt for alternative remedies if they are not fully satisfied with the Company's response or resolution to their complaints.
3. RAISING A COMPLAINT
3.1 Modes of Raising a Complaint
Customers may raise their complaints through any of the following channels:
📞 Voice Support
Customers can contact the Company through the customer support helpline:
Helpline: 011-49954225
Working Hours: 10:00 AM to 6:00 PM
Working Days: Monday to Friday
✉️ Email Support
Customers may submit their complaints by email at:
Email: help@clickmyloan.com
Customers are advised to clearly mention the nature of their complaint and provide the required information to enable the Company to investigate and resolve the complaint efficiently.
📮 Postal Complaint
Customers may submit their complaints through a written letter addressed to:
Customer Care Department
F MEC International Financial Services Limited
908, Mercantile House,
Kasturba Gandhi Marg,
New Delhi - 110001, India.
🏢 Complaint in Person
Customers may also submit their complaint in person at:
F MEC International Financial Services Limited
908, Mercantile House,
Kasturba Gandhi Marg,
New Delhi - 110001, India.
3.2 Information Required in a Complaint
While raising a complaint, Customers should provide the following information, wherever applicable:
Customer's complete name.
Customer's complete correspondence address.
Loan ID.
Registered mobile number / phone number.
Email address, if any.
Detailed description of the complaint.
Relevant documentary proof or supporting documents, if required.
Providing complete and accurate information will help the Company investigate the complaint and provide an appropriate resolution within the applicable timeline.
4. COMPLAINT TREATMENT
4.1 Procedure for Addressing the Complaint
First Call Resolution
Complaints which can be resolved immediately when raised shall be addressed during the same call and closed accordingly.
Resolution Post Verification
For complaints that require verification, further investigation or support from other departments and therefore cannot be resolved immediately, the Customer shall be informed about the expected timeline for resolution.
For such complaints, a complaint/ticket shall be raised and assigned to the concerned department on priority.
The Company is committed to resolving Customer complaints within 1 (One) month from the date of receipt of the complaint with complete details.
4.2 Mechanism to Handle Customer Complaints / Grievances
While handling Customer complaints, the Customer shall be informed about the following:
a. Information regarding the issues and concerns raised by the Customer
The Customer shall be kept informed about the issues and concerns identified and considered during the complaint resolution process.
b. Explanation of the final solution
The Customer shall be provided with an appropriate explanation regarding the final resolution or solution offered.
c. Expected timelines
Where an immediate solution cannot be provided, the Customer shall be informed about the expected timeline for resolution.
d. Progress updates
The Customer shall be contacted at defined intervals or milestones, wherever applicable, to communicate the progress of the complaint and provide reasons for any delay or additional time required.
e. Supporting documents / information
Where additional documents or information are required, the Customer shall be clearly informed about the required documents/information along with the reason for such requirement.
The concerned team member handling the complaint shall make reasonable attempts to reach the Customer for providing a suitable resolution to his/her complaint, preferably through the same mode or channel through which the complaint was received.
4.3 Complaints Archiving
After a resolution has been provided to the Customer, the concerned department shall update the status of the complaint as “Closed” in the Company's system.
Such complaints shall be maintained in the closed complaints repository and may be re-examined or reviewed at any point of time, as and when required.
5. ESCALATION PROCESS
If a Customer is not satisfied with the response or resolution provided, the Customer may escalate the complaint through the following levels.
LEVEL 1 — HEAD, CUSTOMER SERVICE
In case the Customer is not satisfied with the response received from the Customer Care Team, the Customer may escalate the matter to:
Head – Customer Service
Email: info@fmecinternational.com
Address:
908, Mercantile House,
Kasturba Gandhi Marg,
New Delhi - 110001
Depending on the nature of the query, dispute or grievance, a written reply/resolution will be provided to the Customer within 15 working days at the Customer's registered email address with the Company.
LEVEL 2 — GRIEVANCE REDRESSAL OFFICER
If the Customer is not satisfied with the response provided at Level 1, the Customer may further escalate the matter/query/complaint to:
Grievance Redressal Officer – Mr. Aman Kumar
Email: compliance@fmecinternational.com
Contact: 9458569447
Address:
908, Mercantile House,
Kasturba Gandhi Marg,
New Delhi - 110001
LEVEL 3 — RESERVE BANK OF INDIA
If the complaint is not resolved within 1 (One) month from the date of receipt of the complaint with complete details, the Customer may approach the concerned office of the Reserve Bank of India.
Reserve Bank of India
Department of Non-Banking Supervision
6, Parliament Street,
New Delhi - 110001
Email: dnbsnewdelhi@rbi.org.in
Customers may approach the RBI through the applicable grievance redressal mechanism available to them.
6. RESOLUTION TURNAROUND TIME
The Company is committed to resolving Customer complaints within 1 (One) month from the date of receipt of the complaint with complete details.
Where a complaint requires additional investigation, verification, supporting documents or involvement of another department, the Customer shall be appropriately informed regarding the expected timeline and progress of the complaint.
7. SUPERVISION AND REPORTING
7.1 Reporting
The Company maintains a complaints MIS and reporting mechanism.
The complaint reports serve as an important input for analysis, monitoring and periodic review of customer grievances and the effectiveness of the grievance redressal mechanism.
The reporting mechanism may include information relating to:
Total number of complaints received.
Number of complaints resolved/disposed.
Number of complaints pending.
Reasons for pending complaints.
Actions taken for resolution of complaints.
Other relevant information required for monitoring and review.
7.2 Supervision
A summary of the customer grievance report along with its status report, including the actions taken for resolution of complaints, shall be placed before the Board of Directors for review on a semi-annual basis.
The report shall contain information such as the total number of complaints received, complaints disposed of, complaints pending and the reasons for pending complaints.
The report shall be placed before the Board of Directors for their information, review and guidance.
CUSTOMER GRIEVANCE CONTACT DETAILS
F MEC International Financial Services Limited
Customer Care Helpline: 011-49954225
Customer Care Email: help@clickmyloan.com
Head – Customer Service:
Email: info@fmecinternational.com
Grievance Redressal Officer:
Mr. Aman Kumar
Email: compliance@fmecinternational.com
Contact: 9458569447
Registered / Correspondence Address:
908, Mercantile House,
Kasturba Gandhi Marg,
New Delhi - 110001, India.
OUR COMMITMENT
F MEC International Financial Services Limited is committed to handling customer complaints in a fair, transparent, courteous and timely manner. Customers are encouraged to provide complete details and supporting information when raising a complaint so that the Company can investigate the matter effectively and provide an appropriate resolution within the applicable timelines.