← Back to Regulatory

Grievance Redressal Policy

Policy Name: Grievance Redressal Policy
Review: Annually
Owner / Contact: Compliance Department
Approver: Board of Directors

1. Background

This policy establishes the framework for addressing customer complaints and grievances efficiently and fairly, in accordance with RBI guidelines.

2. Objectives of the Policy

• Ensure fair treatment of all customers.
• Resolve complaints promptly, especially for senior citizens and vulnerable individuals.
• Inform customers of their rights and escalation methods.
• Protect customer interests while upholding ICPL’s reputation.

3. Scope

Applicable to all ICPL employees, branches and customers. Covers complaints about services, staff behavior, and data privacy.

4. Core Commitments

• Compliance with laws and regulations.
• Honest and transparent communication.
• Clear product explanation and informed customer choice.
• Prompt error correction and complaint handling.

5. Complaint Filing Channels

• Letter: ISHIKA CAPITAL PRIVATE LIMITED, 197 Deepali Enclave, Pitampura Delhi-110034
• Email: info.ishikacapital@gmail.com
• Phone: +91-8595170453

6. Grievance Redressal Timeframe

• General: 30–45 working days
• Fraud/legal/CIBIL: 30 working days
• EMI-related: 30–45 working days

7. Escalation Process

LEVELS	CONTACT POINT	MODE OF CONTACT	RESPONSE TIME	ACTION TAKEN
Level 1	Customer Support	Toll-Free Number: 11-45139097 Email: info.ishikacapital@gmail.com Branch Visit: 197, Deepali Enclave, Pitampura, Delhi-110034	24-48 hours	Register the complaint and provide a resolution or escalate if unresolved.
Level 2	Grievance Redressal Officer/Nodal Officer	Name: Rimjhim Ratna Contact Number: 8595170453 Email: info.ishikacapital@gmail.com Branch Visit: 197, Deepali Enclave, Pitampura, Delhi-110034	30 Working Days	Review complaint if unresolved at Level 1 and provide solution.
Level 3	RBI	RBI’s Online Portal, Written Complaint	Varies as per case	If unsatisfied, customer can approach RBI’s banking ombudsman for further redressal.

8. Resolution of Specific Grievances

Behavioral grievances handled with zero tolerance. Transaction-related grievances are resolved by branch or escalated to HO.

9. Reporting

Complaints are reviewed monthly and reported to the MD and Board quarterly.

10. Policy Review

Reviewed annually by the Board and monthly by departmental team leads for improvements.