Grievance Redressal
Got questions or comments about your loan? We’re listening, and we’re here to help.
At Credila, we have an internal Grievance Redressal Mechanism built to address your queries and concerns and do all we can to find a solution that works for you.
Grievance Redressal Mechanism
Purpose
Credila Financial Services Limited (“Credila”, or “the Company”, formerly known as HDFC Credila Financial Services Limited) is committed to fairness, accessibility, and inclusivity in grievance handling.This policy outlines the framework for addressing grievances effectively and in compliance with applicable laws and regulatory requirements.
Grievances raised by persons with disabilities (PwD), as well as those arising from services provided by outsourced agencies and/or third‑party service providers such as verification agencies, recovery agents shall be addressed effectively and without discrimination through the Company’s Grievance Redressal Mechanism.
Governance Framework
The grievance redressal mechanism is structured into three levels to ensure timely resolution:Level 1: Nodal Officer – First point of contact for customer grievances.Level 2: Principal Nodal Officer – For escalation of matters that remain unresolved or where Level 1 resolution is deemed unsatisfactory.Level 3: Reserve Bank of India (RBI) – Recourse to the RBI if the grievance remains unresolved within stipulated timelines.
Grievance Redressal Process
Escalation Protocol
Escalation to Level 2 or Level 3 should only be initiated after Level 1 and Level 2 attempts have been made and the grievance remains unresolved.
Grievance Redressal Workflow
LEVEL 1
Nodal Officer
First point of contact for customer grievances
LEVEL 2
Principal Nodal Officer
For escalation of matters that remain unresolved or where the Level 1 resolution is deemed unsatisfactory
LEVEL 3
Reserve Bank of India (RBI)
Recourse to the RBI if the grievance remains unresolved within stipulated timelines
Master Direction & Schemes
- Master Direction - Reserve Bank of India (Internal Ombudsman for Regulated Entities) Directions, 2026
- The RBI Integrated Ombudsman Scheme, 2021
- Salient Features: The RBI Integrated Ombudsman Scheme, 2021
Grievance Redress Day
Our Grievance Redress Day is held on the 5th of every month, between 4 PM and 6 PM. Customers are welcome to walk in without an appointment to share concerns or complaints.
If the 5th falls on a Saturday or a non-working day, the redressal window will shift to the immediately following working day.
