CGRM Process | Sarala

Client Grievance Redressal Mechanism (CGRM) Matrix

Level	Details	Contact
1	Branch Complaint Box and Helpline	Helpline Number-7278787878
2	If the above grievance is not resolved within 7 days of receipt of grievance then contact:	Grievance Officer Number-7044479730 Email: grievance.officer@saral.co.in chairmanac@sarala.co.in Write to: The Grievance Officer Sarala Development & Microfinance Pvt. Ltd. 81/2 AJC Bose Road, Kolkata-700014, West Bengal.
3	Still even if the above grievance is not resolved within 7 days of contacting the grievance officer of the Company or if the borrower is dissatisfied by the Action, then reach out to:	MFIN’S Contact Number (SRO) 1800-102-1080
4	In case the complaint is not resolved or complainant is not satisfied by the resolution by the SRO, the borrower within 30 days of the complaint made to the SRO’s (as indicated in Level 3) the same can be escalate to RBI:	RBI Regional Office: Nodal Officer, DNBS, RBI, Kolkata. Tel: +91-33-2230 7850/ 8331. Email: cms.nbfc.kolkata@rbi.org.in

ADMIN DESK/GRIEVANCE OFFICER DESK registers complaints upon receipt of necessary details from the caller

Manager/executive of the concerned dept verifies the complaint for correctness and adequacy, regularly updating the progress in the matter

NBFC-MFI to resolve the complaintand send back closure report to Manager CGRM (normal time within 7 working days) for non critical issues

Resolutions are verified by calling to complainants to check if she is satisfied with the resolution or not

Complaints which are resolvedto customer’s satisfaction are closed and registered as resolved

If grievance not redressed or no response within a time of 7 working days from lodging approach GRO
In case Grievance not redressed or no response from GRO within a period of 15 DAYS then to SRO
Still if satisfied, 1 month from lodging approach to MFIN then to RBI Regional office