Grievance Redressal
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At Naveen Finance Pvt. Ltd., customer satisfaction, transparency, and fair treatment are fundamental to our business philosophy.
Our grievance management framework is designed in accordance with the guidelines and regulatory expectations prescribed by the Reserve Bank of India for Non-Banking Financial Companies (NBFCs), including digital lending and customer protection standards.
Lodge a ComplaintPrompt resolution of customer complaints
Transparent escalation procedures
Fair and impartial grievance handling
Improved customer service quality
Regulatory compliance and accountability
Nodal Officer Details
Grievance Redressal Officer / Nodal Officer
In accordance with RBI guidelines applicable to NBFCs and digital lending entities
Nodal Officer Responsibilities
- Monitoring grievance resolution across all channels
- Handling escalated customer complaints
- Ensuring regulatory compliance in grievance management
- Coordinating with internal departments for resolution
- Reviewing and addressing unresolved customer disputes
- Reporting grievance statistics and trends to management
- Supporting RBI and regulatory grievance processes
Complaint Submission Channels
Customers may lodge complaints through any of the following channels:
Online Complaint Form
Submit complaints digitally with reference number, nature of grievance, and supporting documents.
Email Support
Dedicated grievance email: grievance@naveenfinance.in or support@naveenfinance.in
Customer Helpline
Contact our customer service team during working hours for complaint registration and assistance.
Physical Communication
Complaints may be submitted to the registered office or branch offices of the Company.
Grievance Handling Principles
Naveen Finance follows these core principles while handling every customer grievance:
Transparency
Customers are informed about the complaint registration and resolution process at every stage.
Accessibility
Multiple channels are provided including email, website, customer care, and registered office.
Timely Resolution
The Company endeavors to resolve complaints within the timelines prescribed under applicable regulatory guidelines.
Fair Treatment
Every complaint is reviewed objectively and without discrimination or bias.
Confidentiality
Customer information and complaint details are handled confidentially and securely.
Continuous Improvement
Complaint trends and root causes are periodically analyzed to improve operational efficiency.
Scope of Complaints
Customers may raise grievances relating to any of the following:
Escalation Matrix
If a customer is not satisfied with the response at any stage, the complaint may be escalated to higher levels within the organization:
Customer Support Desk
Contact: Customer Care / Email / Online Complaint Desk / Branch Team
Email: support@naveenfinance.in
Within 7 working days
Grievance Redressal Officer
Contact: Grievance Officer
Email: grievance@naveenfinance.in
Within 7–15 working days
Principal Nodal Officer
Contact: Senior Management Authority
Email: nodalofficer@naveenfinance.in
Within 30 days from initial complaint
RBI Integrated Ombudsman
Contact: RBI Complaint Management System (CMS) Portal
Email: cms.rbi.org.in
If unresolved by company
RBI Escalation
If your complaint is not resolved within the prescribed timeline or you remain dissatisfied with the resolution, you may approach the Reserve Bank of India under the Integrated Ombudsman Scheme through the RBI Complaint Management System (CMS) portal.