GRIEVANCE REDRESSAL POLICY
This Grievance Redressal Policy (Policy) is to inform users (“User”/”Users” or “you”) of the services (“Services”) provided by BEE PEE JAY FINANCE LTD. (“us”, “we”, or “Company”) or third-party Lending Service Provider, of the detailed procedure how Users` complaints/grievances on Services.
- Company Status and Purpose of the Policy
The Company is a non-banking financial company (NBFC) duly registered and licensed by the Reserve Bank of India (RBI) to engage activities relating to lending.
We value our Users and make every effort to promptly resolve any unpleasant experience they encounter. Resolving Users` complaints helps us improve. For your convenience, the Company has set out the mechanism and all contact details by which you can contact us regarding your grievances in this Policy.
- Grievance Redressal Mechanism
2.1. Customer Care
Any complaint/grievance may be submitted to our Customer Care by:
- By phone:
You can call our Customer Care on 02268091278 between 9:00 am and 6:00 pm from Monday to Saturday.
- By Email:
You can forthwith send your complaint/grievance to info@bpjnbfc.in.
- By post:
For the name of: BEE PEE JAY FINANCE LTD
Attention: Customer Care
Address: “AMARJYOTI”, Suite-14E, 14th Floor 10, Belvedere Road, Kolkata, West Bengal – 700027 India
Our Customer Care usually answer to any complaint within 5 days after the receipt of such a complaint.
The complaint may be transferred by the Customer Care to the Grievance Redressal Officer of the Company on official e-mail for taking necessary action if there is a need.
In such case the time of response may take up to 30 (thirty) days.
2.2. Grievance Redressal Officer
You can submit your complaint/grievance directly to the Grievance Redressal Officer by the following means:
- By phone:
You can call our Grievance Redressal Officer on 912268092851 between 9:00 am and 6:00 pm from Monday to Friday.
- By E-mail
E-mail: grievance@bpjnbfc.in
Subject matter: Complaint on [indicate subject of your complaint in short]
Attention: Grievance Redressal Officer, Nadeem Roge
- By post:
For the name of: BEE PEE JAY FINANCE LTD
Attention: Grievance Redressal Officer, Nadeem Roge
Address: “AMARJYOTI”, Suite-14E, 14th Floor 10, Belvedere Road, Kolkata, West Bengal – 700027 India.
The time of response to complaint/grievance may take up to 30 (thirty) days.
2.3. Ombudsman scheme
In order to provide a system for redressal of complaints of the customers the RBI has launched an “Integrated Ombudsman Scheme, 2021” (hereinafter referred to as “the Integrated Scheme”) for resolving customer grievances in relation to services provided by entities regulated by RBI in an expeditious and cost-effective manner.
The Scheme adopts ‘One Nation One Ombudsman’ approach by making the RBI Ombudsman mechanism jurisdiction neutral. The Company being a NBFC has adopted the Integrated Scheme launched by the RBI.
The Integrated Scheme provides for powers and functions; procedure for redressal of grievance; jurisdiction of the Ombudsman.
In accordance with paragraph 18 of the Scheme, we intend to ensure that our customers are aware of the purpose of the Scheme and the remedies available under it.
The Integrated Scheme can be accessed here. Copies of the Scheme are also available with designated Nodal Officer of Bee Pee Jay Finance LTD under the Scheme.
While we place immense importance in customer satisfaction, and have established a grievance redressal committee to address the grievances and complaints of our customers, any customer not satisfied with our responses may contact the Ombudsman online through the portal (https://cms.rbi.org.in) or submit through electronic or physical mode.
- Changes and Amendments.
We may update this Policy from time to time. Thus, you are advised to review this page periodically for any changes. We will notify you of any changes by posting the new Policy on this page. These changes are effective immediately after they are posted on this page.
- Electronic document
This Policy is published in accordance with the provisions of Rule 3 (1) of the Information Technology (Intermediaries Guidelines) Rules, 2011 and are an electronic record in terms of the Information Technology Act, 2000 and rules there under in force, and the provisions pertaining to electronic records in various statutes as amended by the Information Technology Act, 2000 from time to time. This electronic record is generated by a computer system and does not require any physical or digital signatures.