India Shelter Finance Corporation Limited (ISFC) has laid down the following mechanism for redressal of grievances of its customers.

 

Level 1 Branch/ Toll-free number/ E-mail/ WhatsApp/ Website/ Portal  The complainant can visit branch or call at 1800-572-8888 to register their complaint. The complaint can also be e-mailed at customer.care@indiashelter.in .The customer may also submit their grievances on our website www.indiashelter.in.

Level 2- First Escalation Branch Head/ Call Centre Manager Branch Head can be contacted at branch itself. Call-center manager can be reached at the call center number.

Level 3- Second Escalation Chief Grievance Redressal Officer In case your complaint is not resolved, you may write to Chief Grievance Redressal Officer through cgro@indiashelter.in , or, you may also write to him at below mentioned address: Mr. Rohit Gaur, Chief Grievance Redressal Officer, India Shelter Finance Corporation, 6th Floor, Plot No. 15, Sector 44, Gurgaon, Haryana – 122002. He may be contacted at 0124-4131836.

 

The customers are requested to necessarily provide Loan Account Number, type & details of Grievance/ Query/ Suggestion along with phone no. & e-mail ID while lodging their issue with the Company.

At every level, the Company will provide acknowledgement/ preliminary remarks to the customer within maximum of 7 days and final response will be provided within maximum 6 weeks depending on the type of grievance/request. If more time is required, the Company will inform the customer expected timeline. If you are not satisfied with the reply/ resolution provided by ISFC at one level or you do not receive any response, then you may escalate to the next level.

In case you do not receive any response from ISFC or you are not satisfied with the response, you may contact the National Housing Bank at the following address:

Online mode: Complainant may click on following link for registering complaint: https://grids.nhbonline.org.in

Offline Mode: In offline/ physical mode by post, you may write to the following address: The Complaint Redressal Cell, Department of Supervision, National Housing Bank, 4th Floor, Core 5A, India Habitat Centre, Lodhi Road, New Delhi – 110 003.

 

For more details, please refer the Grievance Redressal Policy as available under section “Code and Policies.”

 

 

Service Request - Turn Around Time

 

Sno.	Category	Turn Around Time
1.	EMI Issues	7 Days Post receipt of query
2.	Statement of Account / Foreclosure Own Funds	21 days post receipt of Customer Request
3.	Foreclosure of Balance Transfer	21 days Post receipt of Customer Request
4.	Property Papers Dispatch	30 days from the Loan Closure date/Bouncing Charges Received date whichever is later.
5.	Refunds	7 Days from the refund received from Insurer or Refunds request received date.
6.	Sanction to Disbursement	30 days, Post clearance of all Sanction and other conditions, if any.