Customer complaints are part of the business life of any corporate entity. This is more so for Shaha Finleases because Shaha Finlease is a service organization. The Shaha Finlease believes that excellence in customer service is its prime motto; providing prompt and efficient service should be important in its business policies.

KEY COMMITMENTS

This policy document aims to minimize instances of customer complaints and grievances through proper service delivery and review mechanisms and to ensure prompt redressal of customer complaints and grievances. The review mechanism is aimed at helping identification of shortcomings in product features and service delivery. Shaha Finlease is fully aware that customer dissatisfaction would spoil Shaha Finlease's name and image.

The Shaha Finlease's policy on grievance redressal follows the under noted principles and processes.

• Customers be treated fairly at all times.
• Complaints raised by customers are dealt with courtesy and on time.
• Customers are fully informed of avenues to escalate their complaints/grievances within the organization and their rights to alternative remedy, if they are not fully satisfied with the response of the Shah in lease to their complaints.
• Shaha Finlease will treat all complaints efficiently and fairly as they can damage the Shaha Finlease's reputation and business if handled otherwise.
• The Shaha Finlease employees must work in good faith and without prejudice to the interests of the customer
• Shaha Finlease has Zero Tolerance for Fatal errors in its business operations.
• Any customer/principle can furnish his complaint to Shaha Finlease either through call / email or by sending a Registered Post letter to the Chief Operating Officer / Chief Executive Officer.
• Every complaint received has to be addressed within the prescribed TA
• Waivers on grieved accounts or resolutions to the aggrieved party need to be approved by the Management Team / Board.

PROCESS

• Shaha Finlease Pvt. Ltd. (SFPL) has a dedicated customer care number and email for customers to raise their compliant or grievances.
• SFPL on receipt of the complaint segregates the protest based on the complaints into Service Issues or Collections complaints.
• The Complaint is forwarded to the concerned Manager for their feedback, and on receipt of the same, the same is analysed, and the reply is sent
• Service-related issues are forwarded to the Portfolio Manager / National Manager, the query is catered to, and the reply is sent to the customer.
• TAT of 3 days is followed, and post breach of TAT, the Complaint is escalated to the Next Level.
• All customer complaints and Grievances are treated on priority and actioned.
• Management based on review shall take corrective measures to avoid such complaints in the future; systemic deficiencies noted if any shall be immediately acted upon.

ESCALATION MATRIX

LEVEL	HEAD	TAT
LEVEL 1	MANAGER / CUSTOMER CARE OFFICER	3 DAYS
LEVEL 2	PORTFOLIO MANAGER / NATIONAL MANAGER	3 DAYS
LEVEL 3	COO / CEO	ON RECEIPT