Reviewed in the meeting of Board of Directors Held on 26/07/2025
Introduction
Dashami Finance Private Limited is committed to delivering exceptional customer service and ensuring customer satisfaction, recognizing that customer complaints are an inherent aspect of business operations, particularly in the non-banking financial sector. This policy aims to minimize customer grievances through effective service delivery and review mechanisms, ensuring prompt redressal of complaints, and identifying areas for improvement in product features and service delivery.
- Customers will be treated fairly and with respect at all times.
- Complaints will be addressed promptly and courteously.
- Customers will be informed about escalation avenues within the organization and their rights to alternative remedies.
- Dashami Finance Private Limited will handle complaints efficiently and fairly to protect its reputation and business.
- Employees will act in good faith and prioritize customer interests.
The grievance redressal policy will be available to all level of employees and should be displayed in all branches of Dashami Finance Private Limited in order to effectively handle the grievance from the customers.
Understand The Major Reason for Customer Complaints
- Poor communication: Lack of clear information about loan terms, interest rates, and repayment schedules.
- Unfair lending practices: High interest rates, hidden charges, and unfair loan terms.
- Delayed loan processing: Slow loan approval and disbursement processes.
- Inadequate grievance redressal: Ineffective complaint resolution mechanisms.
- Mis-selling of products: Selling products that don't meet customer needs.
- Lack of transparency: Unclear or misleading information about loan products.
- Aggressive recovery practices: Harassment or intimidation during loan recovery.
- Lack of customer support: Inadequate customer service or support.
The above-mentioned areas are critical in nature; all level of the organization must be aware of fair practice code.
Understand The Major Reason for Customer Complaints
- Poor communication: Lack of clear information about loan terms, interest rates, and repayment schedules.
- Unfair lending practices: High interest rates, hidden charges, and unfair loan terms.
- Delayed loan processing: Slow loan approval and disbursement processes.
- Inadequate grievance redressal: Ineffective complaint resolution mechanisms.
- Mis-selling of products: Selling products that don't meet customer needs.
- Lack of transparency: Unclear or misleading information about loan products.
- Aggressive recovery practices: Harassment or intimidation during loan recovery.
- Lack of customer support: Inadequate customer service or support.
The above-mentioned areas are critical in nature; all level of the organization must be aware of fair practice code.
Grievance Redressal Procedures
Dashami Finance Private Limited has established a robust Grievance Redressal mechanism, appointing a Principal Officer. The contact details, including email ID and phone numbers, of this official will be prominently displayed in all branches, ensuring easy accessibility for customers to report their grievances.
Grievance Redressal – Principal Officer
The Principal Nodal officer responsible for the understanding the grievance escalated by the customer and address the grievance within the stipulated time period.
Monitoring By the Board of Directors
The Grievance status and its resolution shall be submitted before the board of directors on quarterly basis.
Mandatory Requirements
- The process should be complete within 30 days.
- A register should be maintained at the corporate office to record the grievance and the resolution.
The Reserve Bank – Integrated Ombudsman Scheme, 2021.
customer can raise their complaint to our different levels of grievance redressal
Step 1
The customer can approach the branch manager for their grievance at the initial step.
Step 2
Principal Nodal Officer
Name: SHYAM KUMAR S
Designation: Additional Director
Phone Number: 7034011192
Email ID: shyam@dashami.in
Step 3
If the customer compliant not resolved or not satisfactorily resolved the customer can approach to RBI ombudsman.
- Ombudsman Office: Reserve Bank of India
- Department of Supervision (NBFC Ombudsman)
- Reserve Bank of India, Bakery Junction, Thiruvananthapuram – 695033, Kerala.
- Toll-Free Number: 14448
Toll-Free Number :
Complaint Portal :
https://cms.rbi.org.in – for online complaint
E-Mail :
Physical Complaints Address :
Centralized Receipt and processing Centre, 4th floor, Reserve Bank of India, Sector -17, Central Vista Chandigrah – 160017.