If something has gone wrong, tell us. A complaint that reaches us is a problem we can still fix.
Start at Level 1. Escalate only if you are not satisfied with the response, or if the time indicated has passed without one.
Speak to the branch officer handling your account, or call our office on 62 62 47 47 53. Most issues — a statement, a receipt, a due date, a misunderstanding about a charge — are resolved here the same day.
Expected response: within 3 working days.
If Level 1 has not resolved it, write to the Grievance Redressal Officer at uzhavaninsurance@gmail.com with your loan account number, the date of your first complaint and what remains unresolved.
Expected response: within 15 working days of receipt.
If you remain dissatisfied after Level 2, or have received no reply within the stated period, you may escalate to the appropriate regulatory or statutory authority for the sector. Our office will provide the current escalation details on request.
Note: escalation details are provided free of charge.
These are not aspirations. If we fall short of any of them, that is itself a valid ground for complaint.
Rate of interest, tenure, instalment amount, every charge and the total amount payable — set out in the sanction letter, in a language you understand.
You receive a copy of the loan agreement and all enclosures at the time of disbursal, at no cost.
Collections are made courteously and at reasonable hours. No abuse, no intimidation, and no approaches to your neighbours or employer to shame you into paying.
Where security is to be enforced — including the auction of pledged gold — you receive written notice first, and any surplus over the dues is returned to you.
On full repayment, original title and security documents are returned to you against acknowledgement, and a no-objection certificate is issued.
We do not discriminate on the basis of caste, religion, gender or disability, and we never require a member to buy an unrelated product to obtain credit.
Note for the company: before publishing, insert the name, designation, direct telephone number and postal address of your Grievance Redressal Officer, and confirm the external escalation authority applicable to your registration. Display these at every branch as well as on this page.
