Complaint Handling Grievance Redressal

For policies issued through IFSC Branch

Complaint Handling Process

  1. On receiving your complaint, the Complaint Redressal Officer (CRO) will review it and decide whether it qualifies as a valid complaint. Complaints which are not likely to be considered valid include anonymous complaints (except whistleblower complaints), incomplete or unspecific complaints, unsubstantiated allegations without supporting documents, suggestions or requests for guidance/explanation, complaints on matters not relating to policies issued through our IFSC Branch, complaints which do not relate to our regulated activities, or references seeking information or clarification about the financial products or services provided by our IFSC Branch.
  2. If your complaint is accepted, the CRO will acknowledge acceptance of it in writing to you within 3 working days and will then investigate and aim to resolve the complaint within 15 days, and in any case not later than 30 days from acceptance.
  3. If your complaint is not a valid complaint, the CRO will inform you within 5 working days, stating the reasons for not accepting it.
  4. If your complaint is rejected after investigation, the CRO will provide you with written reasons for the rejection.

Appeal Process

If you are not satisfied with the CRO’s decision, you may appeal to the Complaint Redressal Appellate Officer (CRAO) within 21 days of receiving the CRO’s decision. The CRAO will review and decide your appeal within 30 days.

Escalation to the International Financial Services Centres Authority

If you are not satisfied after the appeal or have exhausted our internal process, you may escalate your complaint to the International Financial Services Centres Authority (IFSCA) by emailing grievance-[email protected] within 21 days of receiving the appeal decision.

Contact details of CRO and CRAO