Customer Service is one of the core values and a key focus area of Coracle Capital Consulting & Corporate Services Pvt. Ltd. The Company believes that experience of the customer is key to keep customers happy and thereby ensure a long and fruitful relationship with the Company. It aims to provide affordable & accessible services which are process centric, technology enabled, and people oriented, resulting in reliable, scalable and sustainable institution facilitating socioeconomic change.
This Policy is applicable to all customers of the company, irrespective of the product or service that they have availed from the company.
Customer Grievance Policy is applicable to all branches and offices of the Company including central office and all its officials.
This policy aims to provide a structured mechanism for receipt/resolution of customer complaints and an efficient review mechanism to improve product/service delivery based on review/analysis of complaints. The Bank’s policy on grievance redressal strives to ensure that:
The Policy would be available on the notice board of all branches and also on the Company’s website to ensure that all customers are aware of the complaint submission and escalation process.
This Points deals with the queries and complaints, to facilitate accurate logging of issues raised by the customers during their interaction with the Company i.e. Branches, Mail ID etc. There are following matters in which customer can approach grievance officer, but not limited to the following:
The Customers can lodge/ register their complaints and seek redressal/ resolution through any of the following channels:
5.1 Grievance Redressal Mechanism
The Company shall:
The Company would ensure urgent and efficient resolution of all complaints received. Depending on the nature of grievances, the timelines for resolution of grievances is given below:
In case a complaint requires additional time for resolution, the company proactively informs the customer explaining the reason for the same and specifies the additional time required for resolution.
7.1 Level 1: Grievance Personnel
If a complaint is not resolved within the stipulated/assured timeframe or if the customer is not satisfied with the resolution provided, she/he may choose to escalate the same to the concerned Grievance Personnel, as detailed below:
The contact details of the respective Nodal Officers are displayed on the Comprehensive Notice Boards of all branches and on the website of the Bank.
7.2 Level 2: Nodal Officer
If a customer is not satisfied with the response/resolution provided
by the designated Grievance Personnel or if
no response has been received from the Grievance Personnel within 10 days of escalation of
the complaint to
him, the complaint may be escalated to –
Mr. Akhilesh Giri
Nodal Officer
E-mail: nodalofficer@coraclefinance.com
Contact details including name, complete address, telephone / fax number, email address, etc., of the Nodal Officer shall be prominently displayed in the portal of the Company preferably on the first page of the website so that the aggrieved customer can approach the Company with a sense of satisfaction that she / he has been attended at a senior level.
7.3 Level 3: RBI CMS Portal
In case the customer is not satisfied with the resolution received or if the customer does not hear from us in 30 Working days, then he/she may lodge their complaint on RBI CMS Portal- https://cms.rbi.org.in/cms/indexpage.html#eng or send complaintsfrom to the below mentioned address:
Centralized Receipt and Processing Centre:
Reserve Bank of India,
6, Sansad Marg, New Delhi-110001
Contact No. +91-11-23325225
All documents with respect to Customer’s Grievance Redressal i.e. customer complaints received and resolution provided would be retained by the Company for 10 years from the date of resolution.
The Company shall place a statement of complaints before their Boards / Customer Service Committees along with an analysis of the complaints received. The complaints should be analyzed according to the below points:-