Customer Grievances And Redressal

SHFL shall

  • Have a system and a procedure for receiving, registering and disposing of complaints and grievances in each of its offices.
  • The board of directors of SHFL will lay down the appropriate grievance redressal mechanism within the organization to resolve complaints and grievances.

    Such a mechanism should ensure that all disputes arising out of the decisions of lending institutions’ functionaries are heard and disposed of at least at the next higher level.

  • Ensure that the customer is informed where to find details of SHFL’s procedures for handling complaints fairly and quickly.
  • Inform the customer who wants to make a complaint:
    1. How to do this
    2. Where a complaint can be made
    3. How a complaint should be made
    4. When to expect a reply
    5. Whom to approach for redressal and escalation to next level if necessary
    6. What to do if the customer is not happy about the outcome
    7. SHFL’s staff shall help the customer with any questions the customer has
  • Endeavor to deal quickly and sympathetically to correct any mistake committed by its staff/system/process.
  • Provide suitable alternative avenues to alleviate problems arising out of technological failures.
  • Redress customer grievances, for which the customer may write or call the concerned branch clearly stating the nature of her/his grievance along with necessary

    • documents, if any and he/she will be provided a complaint reference number. If a complaint has been received in writing from a customer, an acknowledgement/response shall be sent to the customer

  • Further, after examining the grievance, SHFL shall send the final response to the customer or explain the reason as to why it needs more time to respond within 15 working days of receipt of the same.


    • The customer aggrieved by any decision of the aforesaid official may prefer an escalation to the head office of SHFL at the address given below.

    SAVE Housing Finance Limited ,Unit no. 761, 7th Floor, Vegas Mall, Plot no 06, Sector -14, Dwarka, New Delhi – 110075.

  • The grievances will be attended immediately upon such reference.
  • SHFL shall publicize its grievance redressal procedure and ensure that it is specifically made available on its website

    • At SAVE Housing Finance Limited ( SHFL), we believe in providing the best of services to our customers. We provide customers with easy access to

    information, products and services, as well as the means to get their grievances redressed.

    Step1:

    Please visit to the nearest SAVE Housing Finance Limited ( SHFL), Branch and submit your complaints/grievance get your complaint logged in the “Complaint & Grievance Register” maintained at the branches (During the working hours from 10:00 AM to 06:00 PM) We will respond to your complaint within 15 working days.

    Step2:

    If the complaint is not redressed satisfactorily within 30 working days, customer may forward the grievance to National Housing Bank by lodging the complaint in online mode at the link grids.nhbonline.org.in

    Mr. Vivek Krishan

    Unit no. 761, 7th Floor,Vegas Mall,
    Plot no 06, Sector -14, Dwarka,
    New Delhi – 110075.

    E-Mail ID: vivek.krishan@newhabitat.in

    Office: 011-61325100

    Mob:+91 9654841478

    After examining the matter, we shall send the customer our final response or explain why it needs more time to respond and shall endeavor to do so within 15 working days.

    If the complaint is not redressed satisfactorily within 30 working days, customer may forward the grievance to National Housing Bank by lodging the complaint in online mode at the linkgrids.nhbonline.org.in

    National Housing Bank,

    Department of Regulation and Supervision, (Complaint Redressal Cell)

    4th Floor, Core- 5A, India Habitat Centre,

    Lodhi Road, New Delhi – 110 003

    The complaint can also be e-mailed at: crcell@nhb.org.in

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