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Customer Grievance Redressal Matric: Escalation Matrix for Complain Resolution

 

Level 1

We are committed to resolving customer’s queries/issues within 15 days (some of the scenarios requiring more time will take a maximum of 30 days). If a customer does not hear from us within this time or is not satisfied with our resolution of the query, the customer may write to us at bhflgrievance@bajajfinserv.in

Level 2

If the customer is unsatisfied with the resolution provided at Level 1, the customer may post his/her complaint to the head of Customer Experience at Bhflcustomerexperience@bajajfinserv.in, within 5 days. Alternatively, the customers may write to

The Head of Customer Experience at:
Bajaj Housing Finance Limited,
5th Floor, B2 Cerebrum IT Park,
Kumar City Kalyani Nagar Pune,
Maharashtra – 411014

Level 3

If the customer is still unsatisfied with the resolution provided at Level 2, the customer may post his/her complaint to the Grievance Redressal Officer at hema.ratnam@bajajfinserv.in, within 7 days

Alternatively, the customers may write to Grievance Redressal Officer:
Hema Ratnam
Bajaj Housing Finance Limited,
5th Floor, B2 Cerebrum IT Park,
Kumar City Kalyani Nagar Pune,
Maharashtra – 411014

Level 4

In case of non-redressal of the complaint to the customer’s satisfaction, within 30 days from the date of complaint, the customer may approach the National Housing Bank by lodging its complaint in online mode at the link https://grids.nhbonline.org.in or in offline mode by post at the address given below in the prescribed format available under the Grievances section at https://nhb.org.in/.

National Housing Bank,

Department of Supervision,
(Complaint Redressal Cell),
4th Floor, Core-5A, India Habitat Centre,
Lodhi Road,
New Delhi- 110003

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