Srei Infrastructure Finance Limited - Grievance Redressal Mechanism

Information on our grievance handling and escalation of complaints will be available in all our offices. If you have a complaint or Grievance about our Products and Services, please feel free to contact us.

Please note that customer(s) can register query/request/complaint through the following channels:

1. Call us at: 033-6602 2000/6639 4700 *

2. Send an email to sifl.customercare@srei.com

3. Walk-in at our Zonal/Regional/Branch Offices

(Existing Customers: Please quote your Loan Account Number when you call or email. You will receive a response within 10 working days.)

* Customer Service Timings at all our branches will be from 10:00 am to 6:00 pm (Monday to Friday, excluding National Holidays and Regional Holidays) and 10:00 am to 2:00 pm (Saturday, excluding 2nd & 4th Saturdays, National Holidays and Regional Holidays).

Regional Holidays list is available at all our branches.

If you are not satisfied with the resolution provided or you have not received a response within the defined timelines, you can send in your escalations to our Grievance Redressal Cell as follows:

1.

2. Send a Query/Complain through letter to the below address:

Grievance Redressal Cell
Srei Infrastructure Finance Ltd.
Y 10, Block EP, Sector V, Salt Lake, Kolkata - 700091

(Please quote your Ticket or Request Number along with your Loan Account/Agreement Number to our Grievance Redressal Cell when you write or email. You will receive a response within 10 working days).

If you are not satisfied with the resolution provided by the Grievance Redressal Cell or you have not received a response within the defined timelines, please write to:

Mr. Rajesh Agarwal - Chief Nodal Officer
Srei Infrastructure Finance Limited
Y-10, Block EP, Sector-V, Salt Lake, Kolkata - 700091
Phone: 033-6639 4700 Extn: 2622

(Please quote your Ticket or Request Number along with your Loan Account Number when you write or email. You will receive a response within 5 working days).

If the complaint/dispute is not redressed within a period of one month, the customer may lodge a complaint on RBI CMS Portal – https://cms.rbi.org.in/rbi/vividflow/run/rbi

Or send complaint form to the below mentioned address:

OFFICER-IN-CHARGE
  • Reserve Bank of India
    Department of Non-Banking Supervision
    15, Netaji Subhas Road, Kolkata - 700001
  • +91 33 - 2231 2121 / 2230 9589



Name and address of the NBFC Ombudsman:

Sl.No Centre Address of the Office of NBFC Ombudsman Area of Operation
1. Chennai C/o Reserve Bank of India Fort Glacis, Chennai 600 001 STD Code: 044 Tel No. 25395964 Fax No. 25395488 Tamil Nadu, Andaman and Nicobar Islands, Karnataka, Andhra Pradesh, Telangana, Kerala, Union Territory of Lakshadweep and Union Territory of Puducherry
2. Mumbai C/o Reserve Bank of India, RBI Byculla Office Building, Opp. Mumbai Central Railway Station, Byculla, Mumbai-400 008 Maharashtra, Goa, Gujarat, Madhya Pradesh, Chhattisgarh, Union Territories of Dadra and Nagar Haveli, Daman and Diu
3. New Delhi C/o Reserve Bank of India Sansad Marg, New Delhi -110001 STD Code: 011 Tel. No. 23724856 Fax No. 23725218-19 Delhi, Uttar Pradesh, Uttarakhand, Haryana, Punjab, Union Territory of Chandigarh Himachal Pradesh, and Rajasthan and State of Jammu and Kashmir
4. Kolkata C/o Reserve Bank of India 15, Netaji Subhash Road, Kolkata-700 001 STD Code: 033 Tel. No. 22304982 Fax No. 22305899 West Bengal, Sikkim, Odisha, Assam, Arunachal Pradesh, Manipur, Meghalaya, Mizoram, Nagaland, Tripura, Bihar and Jharkhand


RELEVANT ATTACHMENTS
Salient features of Integrated Ombudsman Scheme 2021
Form of Complaint
The Reserve Bank - Integrated Ombudsman Scheme 2021