SBFC's policy is to treat and service all the clients consistently and fairly. SBFC has laid down the appropriate grievance redressal mechanism within the organization to resolve disputes arising in this regard. This mechanism shall ensure that all disputes arising in connection with any matter pertaining to business practices, lending decisions, credit management and recovery decisions shall be heard and the response would be sent for such complaint / grievance.
Customer can forward the complaint through any of the five modes of communication namely
All the customer queries and complaints registered through the above channels shall be reviewed, monitored and resolved to the satisfaction of our customers. The focus shall be to ensure all grievances are resolved in a timely basis and to the full satisfaction of our customers.
SBFC has appointed a Grievance Redressal Officer who can be approached by the public for resolution of complaints against the Company.
All SBFC branches / places where business is transacted a notice will display the following information prominently, for the benefit of their customers:
Registrar and Transfer Agent:
NSDL Database Management Ltd
4th Floor, Trade World A wing,
Kamala Mills Compound, Senapati Bapat Marg,
Lower Parel, Mumbai – 400013
Tel: 022-2499 4200
Debenture Trustee:
IDBI Trusteeship Services Limited
Asian Building, Ground Floor, 17, R Kamani Marg,
Ballard Estate, Mumbai – 400 001
Tel No. : 022-40807000
SBFC Finance Private Limited.(Formerly Small Business Fincredit India Pvt. Ltd.)
First Floor, C & B Square,
Andheri Kurla Road, Chakala,
Andheri (E), Mumbai - 400093,
Landline - 022 6787 5313,
Email ID: [email protected]
If the complaint / dispute is not redressed within a period of one month, the customer may appeal to the Officer-in-Charge of the Mumbai Office of DNBS. The complete contact details of the Officer in Charge are as follows.
Department of Non Banking Supervision
Mumbai Regional Office
3rd Floor, Opp. Mumbai Central Railway Station,
Byculla, Mumbai-400008
Email Id: [email protected]
If the response received from the above access channels is not satisfactory or if there is no response in 10 working days, complaint can be escalated to the under mentioned:
First Floor, C & B Square,
Andheri Kurla Road, Chakala,
Andheri (E), Mumbai - 400093,
Email id: [email protected]
The customer shall provide his loan account number to help us understand and address the concerns.
If there is no satisfactory response received within 7 working days of escalating the complaint to the Customer Care Team, the same can be escalated to the under mentioned:
Email id: [email protected]
If the concerns have not been fully addressed or if there is no revert from the Service Head within 7 working days, final level of escalation would be to:
Email id: [email protected]
The Board of Directors and the management team shall also periodically review the compliance of the SBFC's Fair Practices Code detailed above. They will also ensure that its functioning reflects its commitment to all the stakeholders for offering in a fair and equitable manner, the various financial services and products and the grievances redressal mechanism at various levels of management. SBFC shall modify, amend and update the above Code from time to time, in accordance with the guidelines prescribed by the RBI, from time to time.
