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The RBI has made it mandatory for all NBFCs (Non Banking Financial Companies) to have a grievance redressal officer, whose name and contact details have to be mandatorily displayed in the premises of the NBFCs. Aggrieved borrowers who have home loan complaints can approach the grievance redressal officer of the NBFC to file a complaint. A three-tier system is functional in this regard.

a) Tier I (customer service department of NBFC)
– Call toll-free number
– Send SMS
– Send email
– Send letter (hard copy)
– Visit website and register your complaint/grievance online

– You will get a customer service number

b) Tier II (if no response is received within six weeks of your complaint or you are dissatisfied with the reply received)
– Email/write to the grievance redressal officer or GRO (of the NBFC) with a copy of your grievance and the reply, if any, received at Tier 1

c) Tier III (if you are unhappy with the reply received from the GRO)
– Approach the below on the prescribed format:

Complaint Redressal Cell
National Housing Bank (regulator for NBFCs)
Online link for home loan complaint

https://grids.nhbonline.org.in/

By post you can send your complaint to:

National Housing Bank
Department of Regulation & Supervision
(Complaint Redressal Cell)
4th Floor, Core-5A
India Habitat Centre
Lodhi Road, New Delhi 110003

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