Grievance Redressal

Grievance Redressal Officer 
Shri. Prannoy Kumar

Email id: grievances@nadl.co.in
Mobile: 9523055743
Telephone: 080-25128100

GRIEVANCE REDRESSAL
NADL has a Grievance Redressal Policy in terms of the RBI’s directions in this regard.  The company has appointed a Grievance Redressal Officer, who may be approached by the customers/public for lodging complaints/grievances against the company.

Complaints/grievances may be filed in respect of our services by –

  • logging on to the AA Platform
  • sending an email at grievances@nadl.co.in

Please provide the information as per format below, to help us resolve the issue as soon as possible.  Please refer to the escalation matrix given below the format, for your guidance.
 
The format below may be used to register a complaint:

FORMAT FOR LODGING COMPLAINTS / GRIEVANCES

From

Name of the customer  
Contact Telephone / Mobile No.  
E mail id:  
Address:  
Customer’s Registration No. with NADL  

To
Grievance Redressal Officer
NeSL Asset Data Limited
Administrative Office
#003A, Ground Floor
“The Estate” Building, 121
Dickenson Road
Bengaluru – 560 042

Gist of customer’s complaint/grievance:  

 

Date:                                                                                  Signature of Customer

Escalation matrix for complaints               

Timeline Customer action Company action Remarks
Day 0 (D) i.e. Date of filing complaint. Customer files complaint with GRO with required details The company gives an acknowledgement through the system/email.
D+5 working days  – GRO takes steps to resolve the same within 5 days of receipt of the complaint, subject to receipt of proper information/clarification/inputs from the customer as and when asked for. This is the external limit by which the GRO tries to resolve the complaint, during which period he shall obtain further details, if required.
After D+5 working days, or earlier in case GRO has given a resolution which the customer is not satisfied with. If the customer does not get a response from the GRO within 5 working days or he/she is not satisfied with the response of the GRO, he/she may escalate the issue through the GRO to the next higher authority viz., the GRC. The GRC takes up the complaint for resolution within 5 days of such escalation, subject to receipt of proper information/clarification/inputs from the customer as and when asked for.
After D+30 days. May appeal to the regulator, Reserve Bank of India, if the customer is not satisfied with the resolution or does not receive a resolution.

Note: In terms of the RBI regulations, if the complaint / dispute is not redressed within a period of one month, the customer may appeal to the Reserve Bank of India.