GRIEVANCE REDRESSAL MECHANISM
As a customer (borrowers including the borrower with disability {ies}), in case you have any feedback / suggestions or grievances with respect to the services offered by Terra Financial Services Pvt Ltd, you may contact to the Company’s Customer Service Department through any of the following channels:
Email – [email protected]
You may write a letter at the below address:
Terra Financial Services Pvt. Limited, 8th Floor, Stesalit Tower, Plot GP, Block E-2—3, Sector V, Kolkata, West Bengal-700091
How a complaint should be made and when to expect a reply:
Customers are requested to necessarily provide adequate loan details i.e., Loan Account Number, Details of Feedback/ Suggestion/ Complaint and valid Contact Information that is phone no. & e-mail ID while communicating with the Company.
The Company shall endeavour to address/respond to all queries/grievances within reasonable time and keep the customer in informed about the status of their complaints. Each customer query/ complaint being unique in nature, may take up to 30 days for complete resolution after investigation.
Whom to approach for redressal
Customers are requested to first raise their concerns through any of channels mentioned above. If the Customer does not receive any response from the company within 4 weeks or is dissatisfied with the response received, he/she may escalate the matter to Grievance Redressal Officer of the Company whose details are as given below:
Name: Legal Department (Person in charge)
E-mail: [email protected]
Phone: 9091180911, 8010000890
Address: Terra Motors Pvt. Limited, 8th Floor, Stesalit Tower, Plot GP, Block E-2—3, Sector V, Kolkata, West Bengal-700091
Escalation to the Reserve Bank of India
If the complaint/dispute is not redressed within a period of 30 days, the customer may appeal to the Officer-in-Charge of the Regional Office of DNBS of RBI at the following address:
Officer-in-Charge
Regional Office (RO)
Reserve Bank of India
Department of Non-Banking Supervision
6, Parliament Street New Delhi-110001
Telephone No: 011-23714456
E-mail address: [email protected] & [email protected]