Grievance Redressal Policy

Your Concerns Matter to Us

At Fair Securities Private Limited, we value your feedback and are committed to resolving your grievances promptly and fairly. This Grievance Redressal Policy outlines the process for addressing your concerns in accordance with RBI guidelines.

Our Commitment

Timely Response

Acknowledgment within 3 working days

Fair Resolution

Unbiased and equitable handling

Transparent Process

Clear communication at every step

What is a Grievance?

A grievance is any complaint or concern raised by a customer regarding our products, services, or staff conduct. This includes but is not limited to:

  • Service quality or delivery issues
  • Billing or charge disputes
  • Staff behavior or unprofessional conduct
  • Documentation or process-related problems
  • Lack of transparency or disclosure
  • Recovery practices concerns
  • Any other matter causing dissatisfaction

How to File a Complaint

You can register your grievance through any of the following channels:

Email

Send detailed complaint to:

grievance@fairsecuritiespvtltd.com

Phone

Call our helpline:

+91-11-4567-8900

Mon-Fri: 9:00 AM - 6:00 PM

Written Complaint

C-5, Lajpat Nagar-III
South Delhi
New Delhi, Delhi 110024

In Person

Visit our branch and speak to the Branch Manager or fill the grievance form available at the branch.

Information to Include

To help us resolve your complaint efficiently, please provide:

  • Your name and contact details (phone, email, address)
  • Account/Loan number or customer ID
  • Date and nature of the transaction or service
  • Clear description of the complaint
  • Copies of relevant documents (if applicable)
  • Details of any previous communication with us

Grievance Redressal Process

1
Acknowledgment

We acknowledge receipt of your complaint within 3 working days via email/SMS

2
Investigation

Our team investigates the matter thoroughly, gathering all relevant information

3
Resolution

We work towards resolving the complaint within 30 working days

4
Communication

You are informed of the resolution or status in writing

Escalation Matrix

If you are not satisfied with the resolution at any level, you can escalate your complaint:

Level 1
Branch/Office Level
Timeline
7 working days
Contact the branch where you availed the service
Contact: Branch Manager
Level 2
Grievance Officer
Timeline
15 working days
If not satisfied with Level 1 resolution
Contact: grievance@fairsecuritiespvtltd.com
Level 3
Principal Officer
Timeline
30 working days
Escalation if Level 2 resolution is unsatisfactory
Contact: compliance@fairsecuritiespvtltd.com
Level 4
RBI Ombudsman
Timeline
As per RBI norms
If internal redressal mechanism fails
Contact: As per RBI website

RBI Ombudsman

If you are not satisfied with our internal grievance redressal process, you have the right to approach the RBI Ombudsman. You can file a complaint with the RBI Ombudsman if:

  • Your complaint has not been resolved within 30 days from the date of filing
  • You are not satisfied with the resolution provided by us
  • You have not received any response from our end

For more information on the RBI Ombudsman scheme and to file a complaint, visit: https://cms.rbi.org.in

Grievance Officer Contact

Grievance Redressal Officer

Fair Securities Private Limited
C-5, Lajpat Nagar-III, South Delhi
New Delhi, Delhi 110024

Email: grievance@fairsecuritiespvtltd.com
Phone: +91-11-4567-8900
Working Hours: Monday to Friday, 9:00 AM to 6:00 PM

Our Promise: We are committed to treating every grievance seriously and resolving it fairly and expeditiously. Your feedback helps us improve our services and serve you better.