Policies & Codes

Grievance Redressal

We at Edelweiss Retail Finance Limited (“ERFL/Company”) are committed to serve to make our client’s experience a rewarding one at our Company. ERFL’s Grievance Redressal Mechanism articulates our objective to minimize instances that give rise to customer complaints and create a review mechanism to ensure consistently superior service behavior.

We ensure prompt redressal of all complaints and use it for effecting necessary changes to improve the services further. In case of any complaint/grievance, the borrowers / customers including the applicants with disability (ies) may contact through any of the following channels.

First Level: The borrowers can directly approach the Branch Manager and enter his/her complaint/grievance in the compliant register maintained at the branch. The concerned Branch Official shall guide the borrowers who wish to lodge a complaint. The borrower may also lodge complaints / grievances at the following email id :  assistance@eclf.com

Second Level: The borrower / customer can also approach Grievance Redressal Officer at the following address :-
Mr. Ragvan TR
Edelweiss Retail Finance Limited
Ground Floor, Tower 3, Wing B, Kohinoor City Mall, Kohinoor City, Kirol Road, Kurla(W), Mumbai – 400070
Email id: grievances@eclf.com

Grievance Redressal Officer shall endeavor to provide the borrower / applicant with the resolution / response to the queries / complaints / grievances received as earliest as possible.

Third Level: If the Complaint / Grievances is not resolved within a period of one month, the borrower / customer / applicant may appeal to :-
The Officer – in – Charge
Department of Non – Banking Supervision
Reserve Bank of India 3rd Floor, Near Maratha Mandir, Byculla, Mumbai Central, Mumbai – 400008;
Tel: +91 22-23084121 / 23028436
Fax: +91 22-23022011
Email id- dnbsmro@rbi.org.in

Grievance Redressal Mechanism – Investors

In case of any complaint/grievance, the investors may contact through the following channels:

Level 1
  • The investors can directly approach the Registrar and Share Transfer Agent (RTA) for any grievance by sending an email to RTA
  • K Fin Technologies Limited : einward.ris@kfintech.com
  • Link in time India Pvt Ltd : bonds.helpdesk@linkintime.co.in
    Kindly mention your PAN number in all the correspondence. A valid request only from the investor will be considered and responded by the RTA. Kindly note that the TAT of KFIN RTA for response is 7 working days for emails and physical letters is 15 working days.

    The investors can also write letter to the RTA at the following address:

    KFin Technologies Limited
    Registrar to the Issue-NCD-Public Issue
    Selenium Building, Tower-B,
    Plot No 31 & 32, Financial District,
    Nanakramguda, Serilingampally, Hyderabad,
    Rangareddi, Telangana- 500 032

    Link Intime India Private Ltd
    Registrar to the Issue-NCD Private Placement
    C 101, 247 Park,L B S Marg,
    Vikhroli West, Mumbai-400 083.
    Tel No.: +91 22 4918 6000
    Fax No.: +91 22 4918 6060

Level 2
  • The investors can escalate their grievances to the Company Secretary & Compliance Officer by writing email to the following Email id : investorgrievances@eclf.com
  • or can alternatively write a letter at the following address:
    Company Secretary & Compliance Officer
    Tower 3, Wing ‘ B’,
    Kohinoor City Mall ,
    Kohinoor City,
    Kirol Road, Kurla (west),
    Mumbai – 400070
    Tel: +91 (22 4272 2200)
Level 3
  • If the investor is not satisfied with the response received from the RTA or the Company they can file a complaint with SEBI through logging in to SCORES Portal at https://scores.gov.in/
Level 4

Flow chart

Fair Practice Code & Ombudsman Scheme

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Intergrated Ombudsman Scheme, 2021DownloadOmbudsman Scheme for NBFC,2018
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Corporate Governance PolicyDownload
Board Evaluation PolicyDownload
Interest Rate ModelDownload
Restructuring Policy & Resolution FrameworkDownload
Code for UPSIDownload
Nomination & Remuneration PolicyDownloadRemuneration Policy
Corporate Social Responsibility PolicyDownloadCorporate Social Responsibility Policy
Whistle Blower Policy_ERFL_May 2022DownloadWhistle Blower Policy
Terms & Conditions of appointment of Independent DirectorsDownload
Code of Conduct for DSA & DMADownloadCode of Conduct for DSA & DMA
Record Retention and Preservation of Documents PolicyDownloadRecord Retention and Preservation of Documents Policy
Policy on Related Party TransactionsDownload
Know Your Customer-Documentation ChecklistDownloadKnow Your Customer-Documentation Checklist
Edelweiss Financial Services Limited 2016

Edelweiss Retail Finance Limited (ERFL) | CIN: U67120MH1997PLC285490

The Company is having valid Certificate of Registration (CoR) No. B-13.02149 dated January 4,2017 issued by Reserve Bank of India (RBI) under Reserve Bank of India Act, 1934. However, RBI does not accept any responsibility or guarantee about the present position as to the financial soundness of Company or correctness of any of the statements or representation made or opinion expressed by the Company.

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