We, at MLB Securities Private Limited, (hereinafter reffered as the ‘Company’) consider customer service as a crucial aspect of our business growth and always strive to provide exceptional service to our customers. We understand that prompt and efficient service is necessary to establish and maintain customer relationships, and their satisfaction is of utmost importance to us.
We value customer complaints as they provide us with valuable feedback. To handle complaints efficiently, we have a structured grievance redressal framework in place. The framework is supported by a review mechanism that helps us to identify and resolve similar issues in the future.
Our grievance redressal policy is designed to uphold the following principles:
The customer can approach any of our service touch points given below for grievance/ complaint/ feedback concerning the product and services offered by the Company may write to the Company through any of the following channels:
Customers are requested to provide loan details including Loan Account Number, Feedback/Complaint details, and valid contact information (phone number and email) registered with the company while availing the loan, when communicating.
The company will make every effort to respond to all queries and grievances within a reasonable time and keep the customer informed about the status of their complaints. Since each customer query or complaint is unique, it may take up to 7 working days to resolve completely after investigation, provided the customer provides all the necessary information.
We kindly request our customers to initially raise their concerns through any of the channels mentioned above. If there is a delay or no response from the respective channel within the specified timelines, customers can escalate their complaints to the nodal officer, whose contact details are provided below..:
| Name of the Officer | Office Address | Email id |
|---|---|---|
| Radhika Mishra | C-624, Tower C, Spectrum @Metro, Sector 75 Noida, Uttar Pradesh 201301 | grievance@mlbsecurities.com |
The Grievance Redressal Official will attempt to resolve complaints within 5 days of receipt by email.
If the customer is not satisfied with the resolution received or if the customer does not hear from us in 30 days, then he/she may lodge their complaint on the RBI CMS portal - https://cms.rbi.org.in or reach them on the dedicated e-mail id - crpc@rbi.org.in Or send your complaint form (format available on the website under Ombudsman scheme 2021) to the below-mentioned address:
The Officer In-charge,
Centralised Receipt and Processing Centre,
Reserve Bank of India, 4th Floor, Sector 17,
Chandigarh – 160017
Contact Centre with toll-free no – 14448 (Timing – 9:30 am to 5:15 pm)
Our goal is to resolve complaints through the official communication channel to the customer's satisfaction. We'll provide alternate solutions where possible. If the customer remains dissatisfied, they can escalate the issue through the grievance redressal mechanism mentioned above.
Suitable timelines have been set for every complaint depending upon the investigations that would be involved in resolving the same. Complaints are suitably acknowledged on receipt and the customers are informed of delays if any, in the resolution.
"We aim to provide excellent service to all our customers. Let us know if we did something special or if you were happy with our service. Your feedback will help us serve you better in the future."