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How to complain against a housing finance company
Economic Times, January 14, 2019

A customer can make a complaint to the grievance cell of the housing finance company if he/she is dissatisfied with the services. There are instances when a customer who has availed of a housing loan from a housing finance company (HFC) is dissatisfied with the services. In such a scenario, the customer can make a complaint to the grievance cell of the HFC.

Portal
To make an online complaint, one can access the grievance handling portal of the National Housing Bank - GRIDS by accessing the following link: https://grids.nhbonline.org. in. The customer can also make a physical complaint and send the same to the following address: Complaint Redressal Cell Department of Regulation and Supervision, National Housing Bank, Core 5 A, India Habitat Centre, Lodhi Road, New Delhi 110003.

Conditions
The complaint must be made to the concerned HFC grievance redressal officer/cell. The HFC is expected to resolve the complaint within a period of 30 days. Complaint to NHB may be made in case of escalation of the original complaint only in case a period of 30 days has elapsed without any response from the HFC or the complainant is dissatisfied with the resolution.

Process
The complainant needs to complete the online form and attach relevant documentary evidence to prove the case (maximum 4 files of upto 1 mb each). Once a complaint is lodged on GRIDS, a complaint acknowledgement number is generated. This number can be used to track status of resolution of the complaint in future.

Further escalation
In case the complainant is not satisfied with the resolution offered by the Complaint Redressal Cell (CRC), an appeal may be filed to the Chief Grievance Redressal Officer of NHB within 30 days of intimation of the status of complaint.

Point to note
In case the complaint is subjudice (judicial/quasi judicial matter is pending), the CRC will not consider it as a customer complaint and the decision of the judicial/quasi judicial authority will prevail.

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