HDB realizes that quick and effective handling of complaints as well as prompt corrective & preventive actions to improve processes are essential to provide excellent customer service to all segments of customers. To achieve this, HDB shall strive maintain following turnaround time frames for responding and final resolution to the customer complaints received.

• #	Nature of Complaint	Turn Around Time (TAT) for resolution
  1	Loan agreements and loan related	T + 15
  2	Waiver/ Refunds	T + 15
  3	Foreclosure & closure documents	T + 15
  4	Others	T + 15

• If you have a complaint or a Grievance about our Products and Services including services provided by our Outsourced agencies, please contact our Branch-In-charge.
• Information on our grievance handling and escalation of complaints will be available in all our offices.
• All complaints received shall be handled as following:

  First level	Branch Manager/Branch-in-charge.
  Next Level	Regional Business Head
  Next Level	Grievance Redressal Officer

• Company shall ensure that all the complaints received are recorded and resolved, but shall also ensure effective monitoring / escalation mechanism to the senior functionary responsible so as to make sure that none of the complaints remain unresolved.
• In case you are not satisfied with the resolution provided by the front office staff, you can write to the Grievance Redressal Cell either through an e-mail ( gro@hdbfs.com) or through a letter.
  
  Customer Complaints received through Emails shall be responded through Email Only.
• Alternatively, you can write to :
  
  Mr. Harish Kumar K,
  HDB Financial Services Limited
  New No: 128/4F Old No: Door No: 53 A,
  4th Floor Greams Road, M. N. Office Complex,
  Chennai - 600006
  gro@hdbfs.com 
  
  The Unit shall be responsible for providing adequate resolution to all escalated complaints received at their end.
• Complaints shall be resolved in a proper and time bound manner with detailed advice to the customer. In case the resolution needs time, an interim response, acknowledging the complaint shall be issued.
• If your complaint / dispute is not redressed within a period of one month, you may appeal to
  
  The Officer-in-charge
  Reserve Bank of India
  1st Floor, Department of Non-Banking supervision
  Near Gandhi Bridge, Ahmedabad - 380006.