India Infoline Finance Limited Grievance Redressal – Escalation Matrix

General Queries and Service Enquiries

If the customer wants to file a complaint, he/she can call at 1860-267-3000 or 7039-050-000 between 9:30 AM to 06:00 PM, Monday to Friday and 9:30 AM to 04:00 PM on Saturdays, except public holidays.

Alternatively, customers can write at the mentioned ids for complaints related to respective products:

• Gold Loans: gold-helpline@iifl.com
• SME Loans, Digital Finance/Personal Loan, SCF/Merchant Receivable Finance & Health Care Finance: https://www.iifl.com/contact-us/raise-a-request
• NCD: ncd@iifl.com
• Margin Funding and LAS: finance@iifl.com
• NPS: nps@iifl.com

Customers can also lodge the complaint as under:

• Customers can visit the respective branch and give the complaint letter to the Branch Manager or any other branch personnel. It is advised to take the acknowledgment slip with the date from the branch personnel.
• Customers can also drop their complaints in the complaint boxes put up at IIFL branches.
• Customers can also lodge their complaints in registers available at IIFL branches.

Alternatively, customers can also write to the company at:

IIFL Finance Limited
IIFL House, Sun Infotech Park,
Road no – 16V, Plot No – B-23,
Thane Industrial Area, Wagle Estate,
Thane  – 400064

First Level Escalation

If the customer does not get a satisfactory response from the above-mentioned channels or the customer does not get a response in 14 days from the company, one can reach out to the location-wise Nodal Officer at nodalofficer@iifl.com.

Contact details: +91 22-45205810 & +91 22-68178410 (9:30 AM to 6:00 PM – Monday to Friday)

Second Level Escalation

If the customer does not get a satisfactory response at Level 1 in 30 days, he/she can reach out to the Principal Nodal Officer/Grievance Redressal Officer of the company at pno@iifl.com or +91 22-41035099 (call charges are applicable).

Escalation to Ombudsman

If the customer does not hear from the company in 30 days at Level 2 or is not satisfied with the provided response, he/she can escalate the issue to Banking Ombudsman appointed by the RBI at https://cms.rbi.org.in/rbi/vividflow/run/rbi#captchaAuthentication.

Read More: India Infoline Finance Limited Customer Care