Customer Grievances

Customers can contact our customer service team by dialing our toll free number at 1800 1234 427 or email us at contact@mhfcindia.com or customerservices@mhfcindia.com

If not satisfied with the response or in case of no response within 15 days the Borrower/s may contact the SMHFC's Grievance Redressal Officer (Email Id grievance@mhfcindia.com) at the registered office address of SMHFC either in person or through written communication.

Grievance Redressal Officer
Svatantra Micro Housing Finance Corporation Limited (“SMHFC”)
Office no. 1,2,3,4, Ground Floor,
Pushpak Co-operative Housing Society Ltd.,
Malaviya Road, Vile Parle (East),
Mumbai 400 057.

If the Borrower/s is/are still dissatisfied with the response received/ or where no response is received within 30 days from lodging the complaint, the complainant may approach the National Housing Bank at the following address:

National Housing Bank
Department of Regulation and Supervision, (Complaint Redressal Cell)
4th Floor, Core 5-A, India Habitat Centre, Lodhi Road,
New Delhi – 110 003.

The complain can also be emailed at crcell@nhb.org.in

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: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 to customerservices@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. 1,2,3,4, Ground Floor, Pushpak CSHL, Malaviya Road, Vile Parle (East), Mumbai 400 057.
  4. Personal visit – Customers or any of his/her authorized representative can personally visit the Head office 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.svatantramhfc.smhfc_app.
  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. 1,2,3,4, Ground Floor,
Pushpak CSHL, Malaviya Road,
Vile Parle (East), Mumbai 400 057
Contact No: 1800 1234 427
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