Unicap Investments Private Limited (the “Company”), is a Non-Banking Financial Company registered with Reserve Bank of India having the registered office situated at 504, 5th Floor, Savitri Cinema Complex, Greater Kailash-2, Delhi- 110048 In terms of the RBI Master Directions – Non-Banking Financial Company (Scale Based Regulation) Directions, as amended from time to time (“Directions”), every Non-Banking Financial Company under section 45-IA of the Reserve Bank of India Act, 1934 (“RBI Act”), It is essential that grievances of the customers are given due consideration and quick action is taken to resolve the same. To provide efficient and enhanced services to the customers and resolution of their grievances, the Company has adopted this Grievance Redressal Policy providing for an effective Grievance Redressal Mechanism. This Policy has been framed in accordance with the Reserve Bank of India Master Direction – Non-Banking Financial Company – Scale Based Regulation (Reserve Bank) Directions, 2023 (as amended from time to time), the Fair Practices Code prescribed for NBFCs and the Reserve Bank – Integrated Ombudsman Scheme, 2021, wherever applicable.
The Company is committed to ensure transparency and fair dealings. The Company and all its employees as well as service providers (where applicable) are bound by the commitments provided as under:
The Board of Directors of the Company have appointed a Grievance Redressal Officer (GRO), who shall be responsible for overall functioning of the Grievance Redressal Mechanism of the Company. The Grievance Redressal Officer shall also be responsible to address grievances escalated to him / her and for ensuring prompt and efficient functioning of grievances redressal mechanism.
Any customer having grievance / complaint / feedback with respect to the service offered by the Company, may write to the Company’s Customer Service Department in the following manner:
The customer may lodge the complaint by calling on the Phone Number: +91:-9812135540 or sending an email oninfo.unicapinvestments@gmail.com
On receipt of complaint, the Company shall, within reasonable time, send an acknowledgement of the same to the complainant. All the complaints received shall be recorded.
The Company shall maintain a Complaint Register containing:
The complaint shall be allotted to the Customer Service Executive of the Company initially.
The Customer Service Executive shall ensure that all complaints are resolved in a timely and effective manner and update the status of resolution / closure of complaints in records of the company.
The Head - Customer Service Executive shall monitor the complaints status to ensure that the complaints are resolved within 10 working days of receipt of complaint. The complainant shall be informed periodically regarding the status of the complaint wherever the resolution requires additional time.
If the Customer is not satisfied with the resolution provided by the Customer Care Executive, the Customer may redress their complaint to the Grievance Redressal Officer, who may provide the resolution within 10 working days of the receipt of the complaint. The complainant shall be informed periodically regarding the status of the complaint wherever the resolution requires additional time.
If any customer dissatisfied with the resolution provided by grievance officer, He/ She can reach out to Nodal Officer for resolution. The decision communicated shall contain the reasons for closure of the complaint.
After 20 days of no resolution, the Nodal officer shall endeavor to resolve grievances within a maximum period of 10 working days from the date of receipt.
If a customer is not satisfied with the resolution provided by the Company in the specified period above, the customer can escalate the issue to:
First Escalation | Customer Care | Phone: +91:-9812135540 Email: info.unicapinvestments@gmail.com | If the issue is not resolved within 10 working days of raising the issue, the customer shall raise the issue with the Grievance Officer. |
Second Escalation | Grievance Officer | Name: Mr. Arvind Kumar Phone: +91:9650744988 Email: grievance.unicapinvestmentpl.com | If the issue is not resolved within 10 working days of raising the issue, the customer shall raise the further issue with the Nodal Officer |
Third Escalation | Nodal Officer | Name: Mr. Amit Singla Phone: +91:9650224063; Email: nodal.unicapinvestmentpl.com | After 20 days of no resolution, the Nodal officer shall endeavor to resolve grievances within a maximum period of 10 working days from the date of receipt. |
The closure of every complaint shall be communicated to the complainant through email, letter, SMS or any other suitable mode. In all cases, the Company shall endeavour to resolve grievances within a maximum period of 30 days from the date of receipt. If the Company fails to resolve the complaint within 30 days or if the customer is dissatisfied with the resolution, the customer may lodge a complaint under the Reserve Bank – Integrated Ombudsman Scheme, 2021 through the RBI Complaint Management System (CMS).
The Compliance Department shall periodically review customer complaints and place a summary of complaints received, disposed of and pending before the Board of Directors at least annually or at such intervals as may be considered appropriate.
All complaints shall be handled confidentially. Customer information shall be used solely for grievance resolution and regulatory compliance purposes.
Complaint records and related documents shall be preserved for such period as may be prescribed under applicable laws and RBI directions or as per the Company's Record Retention Policy, whichever is longer.
This Policy shall also apply to complaints arising from the acts or omissions of the Company's employees, recovery agents, collection agencies, outsourced service providers, Lending Service Providers (where applicable), and other authorised representatives.
The Grievance Redressal Officer's name, contact number, email address and escalation mechanism shall also be displayed on the Company's website and at every customer interaction point.
The Grievance Redressal Policy shall be displayed on the Company’s website and made available at all branches / points of customer interface.
The Company shall undertake periodic analysis of recurring complaints to identify systemic issues and implement corrective measures wherever necessary.
If at any point a conflict of interpretation / information between the policy and any regulations, rules, guidelines, notification, clarifications, circulars, master circulars/ directions issued by relevant authorities (“Regulatory Provisions”) arises, then interpretation of the Regulatory Provisions shall prevail.
In case of any amendment(s) and/or clarification(s) to the Regulatory Provisions, the policy shall stand amended accordingly from the effective date specified as per the Regulatory Provisions.