Grievance Redressal Policy
Seven Eleven Leasing and Finance Limited (“the Company”) considers customer satisfaction an important objective. If a customer has any complaint, request, or query, the Company is committed to resolving it fairly and within the applicable timelines through its grievance redressal mechanism.
Level 1: Customer support
Customers may first approach the customer support channel for any query or complaint. The Company aims to resolve complaints raised at this level within 7 working days.
Response within 24–48 hours.
Level 2: Grievance Redressal Officer
If the customer is not satisfied with the resolution provided at Level 1, or does not receive a response within 7 working days, the complaint may be escalated to the Grievance Redressal Officer.
Grievance Officer Details
Level 3: Reserve Bank of India
If the complaint is not resolved within one month (30 days), or if the customer remains dissatisfied with the outcome, the customer may approach the Reserve Bank of India in accordance with the applicable RBI grievance redressal framework.
How to file a complaint with RBI
Complaints may be lodged online through the RBI Complaint Management System (“CMS”).
Visit RBI CMS PortalResolution timeframe
The Company aims to resolve customer complaints within a maximum period of 30 days from the date of receipt.
- Acknowledgement of complaint: Within 3 working days
- Level 1 resolution: Within 7 working days
- Final resolution: Within 30 working days