Client Grievance Handling

Aanya development services treats all complaints efficiently and fairly so as to not damage the company's reputation and affect its business otherwise.

Aanya development services endeavors that its employees work in good faith and without prejudice to the interests of the client. All initiatives and strategies of Aanya development services will be customer focused our agenda and policy should be very transparent and efficient customer service. The policy on customer grievance redressal is based on the following principles

The customer care number – 7408088889 for grievance is printed on the client's passbook. Clients are being educated on the existence and process of grievance redressal mechanism during the three days CGT. They are also provided with phone numbers of Relationship Officers and Branch Officers in case they have any grievances.

The details of grievance redressal mechanism are placed on the Aanya development service’s website with contact details of Head office in Lucknow. A client can log her grievance on the given phone numbers of Head Office e.g 7408088889. The grievances are dealt promptly and courteously. Log is maintained for all the grievances and steps taken for its resolution. The following procedure for the redressal of client's grievance has been devised to be observed at branches and head office:

To Log a complaint / grievance toll free phone number has been provided on the Pass Book which is provided to the client. Clients are being educated during three days CGT that in the event of any grievance, clients can call on the given numbers and directly talk to the officials at the Head Office. All the field officers are given induction as well as refresher training on the grievance redressal process.

Branch Manager and Area Manager are required to make surprise Centre visits to meet clients and seek feedback about the working of the company and field staff for continuous improvement and to record grievance if any and forward the same to the Head Office for further action.
A complaint process chart is placed on the notice board of every branch offices clearly stating the process of grievance redressal system in vernacular language at the branch level.

'Grievance Redressal Officer' attends to the grievances reported directly to the Head Office. The grievance redressal officer discusses the grievances with the respective branch offices and maintains a grievance log in order to seek complete resolution to the issue. The officers have to respond to grievances in a prompt, efficient and courteous manner. A Complaint Register is maintained at Branches and all genuine complaints received are recorded with resolution.

In all cases complaint received at the branch the Branch Manager / Area Manager will make an earnest effort to redress the grievance and/or implement the suggestion if it relates to any operational issue, which is within his/her competence/authority. The maximum 'Turnaround Time (TAT) for grievances and complaints is one week. All the grievances are monitored and analyzed every month at the management level.

If required the Branch will inform the customer, in writing, about the steps taken to redress the grievance and/or implementation of the suggestion. The action taken will be communicated to the customer within two weeks.

Appropriate noting will be made in the complaint register at the Branch / Head office pertaining to closure of the matter. Inform the customer, in writing, about the steps taken to redress the grievance and/or implementation of the suggestion.

Appropriate noting will be made at the Branch / Head office in the complaint register pertaining to closure of the matter. In case of any complaints/ grievances/ disputes/ queries, the customers can make use of the following Grievance Redressal Mechanism within the organisation at various levels.

Level I

The Customer can contact the Branch manager at field level and discuss the issue. The contact details of the concerned staff indicated above are made available to the members at the time of loan sanction as well as displayed in the cluster/branch offices.

Level II

If the customer is not satisfied with the response received from the branch or if the customer don't receive a response in 7 working days, please call our Help Desk Representatives available on the phone or write an e-mail to the below mentioned e-mail id to register your complaints.

Customer care helpline Number : 7408088889
(Timings: 10 a.m. to 5 p.m. except Sundays & Second/ Fourth Saturday of every month)

Level III

If the customer is not satisfied with the response from customer service helpdesk or if the customer don't receive a response within 7 working days, please call or write to the Grievance Redressal Officer. The Customer will receive a response within 10 working days from the receipt of the compliant by the Grievance Redressal Officer.

Contact Details of the Grievance Redressal Officer

Grievance Redressal Officer
ADS, Deputyganj, Nagram Road, Nilmatha,
Oppo. M S Vindhyavasni world school
Shaheed Path, Lucknow - 226002