Grievance Redressal Mechanism

The Company has laid down the appropriate grievance redressal mechanism within the organization to resolve disputes arising in this regard which ensures that all disputes arising out of the decisions of the Company’s functionaries are heard and disposed of at the next higher level.

The Board of Directors shall also periodically review the compliance of the Fair Practices Code and the functioning of the grievance’s redressal mechanism at various levels of management. A consolidated report of such reviews shall be submitted to the Board at periodic intervals.

Great services help companies to drive the customer acquisition, retention and service efficiency. In line with the said philosophy, the Company follows a four (4) tier approach for redressal of customer grievances, as detailed below:

1. Level 1

a. In case of any service request / complaints, the customer may contact the customer engagement team on any of the below mentioned contact points:

Pioneer Financial & Management Services Limited
B-3077 Oberoi Gardens,
Chandivali Farm Road,
Mumbai, Maharashtra 400072

b. On receipt of service request / complaint, an acknowledgement shall be given within 2 working days by us to the customer via e-mail/ letter by post/ SMS/any other form of legally valid electronic communication including WhatsApp. The Company shall endeavour to respond to the same within a period of 14 days.

c. However, in case where a complaint warrants extensive investigation and/or support of the customer to identify the perpetrator, root cause analysis, or under litigation (incl. pending with local Police authorities), the TAT for responding and resolving such complaints may be more than 14 days.

d. In case the customer is not satisfied with the resolution/response provided by the customer engagement team/s as above, then customer shall escalate to Level 2 as given below.

2. Level 2

It may be noted that the customers shall approach for resolution of their service request/complaint at the first instance to the customer engagement team as mentioned in Level 1 hereinabove, and if their request / complaint remains unresolved for a period of 14 days or they are dissatisfied with the resolution given, they are required to contact Grievance Redressal Cell of the Company:

Kind Attn: Senior Grievance Redressal Manager
Pioneer Financial & Management Services Limited

B-3077 Oberoi Gardens,
Chandivali Farm Road,
Mumbai, Maharashtra 400072
Email: grievanceredressalcell@pioneerfinance.co.in

3. Level 3

In case the customer is not satisfied with the decision of the Grievance Redressal Cell, he may approach the Grievance Redressal Officer (GRO) of the Company:

Kind Attn: Mr. Manav Agarwal
Grievance Redressal Officer (GRO)
Pioneer Financial & Management Services Limited

B-3077 Oberoi Gardens,
Chandivali Farm Road,
Mumbai, Maharashtra 400072
Email: gro@pioneerfinance.co.in
Telephone: +91 9769953360

We will make our best efforts to resolve customer’s complaint at this level.

4. Level 4

A. If the complaint is not redressed within a period of 30 days or if the customer is dissatisfied with the resolution received at Level 3 hereinabove, the customer may further escalate to Ombudsman via CMS Portal or Electronic / Physical mode

B. If the customer is aggrieved by the Ombudsman Award or rejection of complaint by Ombudsman Office, customer can file an appeal within 30 days of receipt of Award or rejection of complaint to:

Executive Director
Consumer Education & Protection Department
Reserve Bank of India.