Customer Grievances

Customers can lodge his/her complaints/grievances in any of the following means by providing basic details i.e. the Loan Account Number and Registered Mobile number.

  1. Phone call: Customers can contact the SMHFC Loan Officer or the Relationship Manager or the Regional Manager or our Customer Service at the Toll-Free number 1800 1234 427.
  2. Email: Customers can also email their grievances by writing tocustomerservices@svatantramhfc.com or contact@svatantramhfc.com.
  3. Letter: Customers can lodge their grievances in writing by sending a letter at SMHFC Head Office at Office No. 5 & 6, 11th Floor, E Wing, Times Square, Marol, Andheri-Kurla Road, Andheri (East), Mumbai – 400059.
  4. Personal visit – Customers or any of his/her authorized representative can personally visit the Head office/ SMHFC Branches and lodge the grievance by entering the details of grievances/complaints in the Complaint register kept at the reception during working hours from Monday to Friday 10:00 A.M to 6:00 P.M.
  5. SMHFC APP - Customers can lodge their complaints on the SMHFC Android Application available at Google Playstore.
    https://play.google.com/store/apps/details?id=com.svatantrahomesloan&pcampaignid=web_share.
  6. SMHFC Website - The Customer can lodge a complaint at the website of the Company at https://svatantramhfc.com/contactus.

In case the complaint is not resolved after 8 days,then the Customer can contact the Grievance Redressal Officer for the purpose of escalation at:

Mr. Bhavesh Singhal,
Grievance Redressal Officer,
Svatantra Micro Housing Finance Corporation Limited,
Office No. 5 & 6, 11th Floor,
E Wing, Times Square,
Marol, Andheri-Kurla Road,
Andheri (East), Mumbai – 400059.
Contact No: 8655021997
Email ID: grievance@svatantramhfc.com

In case the complaint has not been resolved within 15 days, the customer should be informed that his/her complaint is in process of resolution and will be resolved at the earliest including reasoning for additional time required for resolution.

If the customer/s is/are still dissatisfied with the response received/ or where no response is received within 15 days from lodging the complaint, he/she may approach the National Housing Bank for redressal of the complaint either by online mode or offline mode.

i) Online Mode - https://grids.nhbonline.org.in
OR
ii) In offline mode by post, in prescribed format available at link https://nhb.org.in/citizencharter/Complaint_form.pdf which is addressed to:

To,
Complaint Redressal Cell,
Department of Supervision,
National Housing Bank,
Core 5 A, India Habitat Center, Lodhi Road,
New Delhi – 110 003
For details understanding of the Grievance Redressal Policy, please follow this link: https://svatantramhfc.com/bestpractices