Level of Complaint Lodgement/ Escalation and Official | Contact details | Days Available for Redressal (TAT) |
|---|---|---|
|
LEVEL 1
Customer care executive
|
Call to
+91 8062406300
(10.00 A.M to 7.00 P.M on
weekdays except public holidays) |
7 working days
|
|
LEVEL 2
Customer care Head
|
Email at
compliancelead@stucred.com
|
7-14 working days
|
|
LEVEL 3
Nodal Grievance Redressal Officer
|
Email at
nodalgrievanceofficer@stucred.com
|
14 -30 working days
|
|
LEVEL 4
Reserve Bank Integrated Ombudsman
|
Online complaint on
https://cms.rbi.org.in
email or send physical written Complaint to
CRPC, Chandigarh as below: Reserve Bank of India, 4th floor, Sector 17, Chandigarh, 160017
14448
(09:30 AM to 05:15 PM )
|
Customer Grievance Redressal
Procedure
Kreon Finnancial Services Limited, strives to ensure that
our customers receive
exemplary service across different touch points.
Purpose
Customer complaints constitute an important voice of customer,
and this page details complaint handling through a structured
grievance redressal framework. Complaint redressal is supported
by a review mechanism, to minimize the recurrence of similar issues in future.
Record Keeping
We maintain records of all customer complaints and their resolution.
These records will be used to identify patterns or trends and improve
our products and services. Records shall be maintained for a maximum
period of eight years from the date of initiating the complaint.
Confidentiality
All customer complaints shall be handled confidentially,
and any information shared will be limited to those
involved in the investigation and resolution of the complaint.
Internal Machinery to handle customer
complaints
complaints
The Company has installed a best-in-class CRM system to ensure timely resolution of
the customer grievances. The system captures the complaints; follows TATs based on the
nature of the query and escalates issues on the basis of predefined TATs and as per
the escalation matrix. The customer service department will be responsible for resolution of
complaints/grievances to the customer’s satisfaction within a period of seven (7) working
days from the date of receipt of complaint. Every attempt will be made to offer the
customer suitable and appropriate alternate solutions wherever possible. However, if the
customer continues to remain dissatisfied with the resolution, (s)he can escalate the issue
through the grievance redressal mechanism as per the escalation matrix mentioned below.
Escalation Matrix
Categorization of complaints
Nature of complaints | Escalation level |
|---|---|
App related (technical issues, like problem in login, transaction
failures, information not being updated) 
Data (breach, sharing with third parties without permission, consent issue)
Disclosures (not receiving sanction/agreement letter, repayments/
closure reciepts, privacy policy, etc) 
KYC updation (Mobile number change, etc)
Interest rate/charges/Request for waiver of penal charges
Closure request
Any issue related to the KFSL’s product
|
Level 1/Level 2
Email at
compliancelead@stucred.com
+91 8062406300
|
Credit limit related issues (Limit enhancement/unavailable limits)
Credit bureau (Credit report not updated/Disputes in credit report)
|
Email at
creditreports@kreon.in
|
Fraud by Employees
Fraud by External Agencies
KYC breach/fraud
Recovery practices
|
Level 3
Email at
nodalgrievanceofficer@stucred.com
|
|
Level 4
https://cms.rbi.org.in
(or call us at)
14448
|
Nodal Grievance Redressal Officer (NGRO)
The same shall also be considered as Principal Nodal Officer, Grievance Redressal Officer, Nodal Officer, Investor Grievance Officer and Nodal Officer for Law Enforcement Agencies.
Name- Niharika Goyal
Designation- Greviance Redressal Officer
Email at
nodalgrievanceofficer@stucred.com /
investor.relations@kreon.in /
lea@kreon.in
investor.relations@kreon.in /
lea@kreon.in
+91 9500962163
Disclaimer- The NGRO shall also deal with issues relating to services provided by outsourced agencies.
Registrar and Share Transfer Agent
For any complaints related to shares of KFSL, please contact:
Purva Sharegistry (India) Private Limited
Unit No-9, Shiv Shakti Industrial Estate, J. R. Boricha Marg, Near Lodha Excelus, Lower Parel (East), Mumbai – 400 011
Unit No-9, Shiv Shakti Industrial Estate, J. R. Boricha Marg, Near Lodha Excelus, Lower Parel (East), Mumbai – 400 011
022-23018261/ 022-23010771
022-2301-2517 (Fax No)
Email at
support@purvashare.com
In case the investor is not satisfied with the response/reply
given by the RTA, they may address their complaints/grievances
at investor.relations@kreon.in
given by the RTA, they may address their complaints/grievances
at investor.relations@kreon.in
RBI Integrated Ombudsman Scheme, 2021
RBI has integrated the three Ombudsman schemes of RBI namely, (i) the Banking Ombudsman Scheme, 2006; (ii) the Ombudsman Scheme for Non-Banking Financial Companies, 2018; and (iii) the Ombudsman Scheme for Digital Transactions, 2019; into one “The Reserve Bank - Integrated Ombudsman Scheme, 2021”. The Scheme adopts ‘One Nation One Ombudsman’ approach by making the RBI Ombudsman mechanism jurisdiction neutral. The Integrated Ombudsman Scheme, 2021 is effective from November 12, 2021.
Salient Features of the Scheme
It will no longer be necessary for a complainant to identify under which scheme he/she should file a complaint with the Ombudsman
The Scheme defines ‘deficiency in service’ as the ground for filing a complaint, with a specified list of exclusions.
Therefore, the complaints would no longer be rejected simply on account of “not covered under the grounds listed in the scheme”.
The Scheme has done away with the jurisdiction of each ombudsman office.
A Centralised Receipt and Processing Centre has been set up at RBI, Chandigarh for
receipt and initial processing of physical and email complaints in any language.
The responsibility of representing the Regulated Entity and furnishing information
in respect of complaints filed by customers against the Regulated Entity would be
that of the Principal Nodal Officer in the rank of a General Manager in a Public Sector Bank or equivalent.
The Regulated Entity will not have the right to appeal in cases where an Award is issued by the
ombudsman against it for not furnishing satisfactory and timely information/documents.
Reserve Bank of India has established the Centralised Receipt and Processing Centre (CRPC)
at Chandigarh for receipt of the complaints Pan India.While complaints can continue to be
filed online on https://cms.rbi.org.in , complaints can also be filed through the dedicated
e-mail (CRPC@rbi.org.in) or sent in physical mode to the ‘Centralised Receipt and Processing Centre’
set up at Reserve Bank of India, 4th Floor, Sector 17, Chandigarh - 160017 in the format
provided. Additionally, a Contact Centre with a toll-free number – 14448 (9:30 am to 5:15 pm) –
is also being operationalized in Hindi, English and in eight regional languages to begin with
and will be expanded to cover other Indian languages in due course. The Contact Centre will
provide information/clarifications regarding the alternate grievance redress mechanism
of RBI and to guide complainants in filing of a complaint.
A copy of the Scheme is available on the RBI website and on the CMS portal (https://cms.rbi.org.in).
Please attach the RBI Integrated Ombudsman Scheme here.
SEBI ODR Portal
Kreon Finnancial drives financial inclusion through innovative, tech-enabled solutions, fostering trust, accessibility, and growth for underserved communities nationwide.
CIN Number
CIN - L65921TN1994PLC029317
Type of registration with RBI
Non-Banking Financial Company
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