NOMINATION & REMUNERATION POLICY
POLICY AGAINST SEXUAL HARASSMENT
POLICY FOR PRESERVATION OF DOCUMENTS
INTERNAL GUIDELINES ON CORPORATE GOVERNANCE
ENTERPRISE RISK MANAGEMENT POLICY
NOMINATION & REMUNERATION POLICY
POLICY FOR DETERMINATION OF MATERIALITY
POLICY FOR EVALUATION OF PERFORMANCE OF BOARD OF DIRECTORS
POLICY FOR FAMILIARISATION PROGRAMME FOR INDEPENDENT DIRECTORS
POLICY TO PROMOTE DIVERSITY OF BOARD OF DIRECTORS
Interest rate being charged is based on various factors like cost of funds, margin, risk premium, un-allocable expenses among other things. As far as risk premium is concerned, it will be based on variables like Profile, underlying security, tenure, other terms and conditions etc.
Asset Liability Committee (ALCO) has been authorised by Board for the purpose of laying out appropriate internal principles and procedures in determining interest rates and other charges. ALCO comprises of Head of the organization along with relevant head of the departments. ALCO has product pricing as one of the responsibilities among other things authorised by Board.
The Board of Directors of the Company or a Committee drawing power from the Board, while fixing interest rates shall be guided by this document on Interest Rate Determination. In addition to basic cost elements, the Board or the Committee shall be guided by the market conditions and various rules and regulations, if any, prescribed by the Reserve Bank of India or such other competent authority from time to time.
Interest charged for various products / Schemes shall have the following components:
1 Base Rate
3. Penalty Charges
1 Cost of Funds
2 Overhead Cost
3 Return on Capital Employed
A. INTRODUCTION:
Customers are the life blood of business. There is growing relevance of excellence in customer service to propel growth considering intense competition in the Market to acquire and grow the business. This would include existence of a proper and effective redressal mechanism for customers. The broad principles to be kept in view in forming a customer complaint resolution mechanism are as under.
1. Customers must be served with courtesy, respect and understanding at all times.
2. Customers must be treated with fairness - both actual and perceived.
3. There is a structured and well publicized mechanism for customers to ventilate grievances.
4. Complaints are addressed within a reasonable time frame and to the satisfaction of the customers.
5. Strategies are in place to improve customer service on a continuous basis to minimize the scope for grievances.
6. Employees are sensitized to the importance of customer acquisition and retention.
B. CUSTOMER TOUCH-POINTS:
All customers are treated fairly at all times. All customer escalations and grievances are dealt with courtesy and resolved on time.
As a customer service strategy, the company shall provide multiple channels through which the customer could raise his concerns and seek a redressal. On-line customer complaints tracking is being introduced internally so that requests / complaints can be addressed within defined turn-around-time.
Following are the touch-points for customer service / grievance redressal:
a. Branch Outlet
Customer can reach any of our branches with regard to his request / complaint. Customer Complaint Register is being maintained in every branch at prominent location through which customer can register his complaint. After registration of complaint, acknowledgement is issued to the customer for tracking purpose.
b. Customer care Telephone Number
Dedicated telephone number of customer service desk has been incorporated in the 'Guidelines for the customers' which has been displayed in English as well as Regional language in all the branches. Customer may register his request / complaint with customer service desk by calling at that number in case request / complaint is not resolved at branch level. Contact details of persons at Corporate Office (CO) are made available by way of display in the branches.
c. Customer Care Email ID
Customer can also send an email to customer care desk. Email ID has been published on the website of the company. The customer care email ID is also made available by way of display in the branches.
d. Nodal Officer
As per grievance redressal mechanism, in case the issue still remains unresolved up to the customer's satisfaction, he could have his grievance details intimated to the Operations-In charge, Fedbank Financial Services Limited, Kanakia Wall Street, A-Wing, 5th Floor, Unit No.501/502/511/512, Andheri – Kurla Road, Chakala, Andheri East, Mumbai, Maharashtra – 400093. Email ID: Sougata.roy@fedfina.com & Telephone Number: 022-68520837.
C. SALIENT POINTS
1 Online Tracking of Customer Requests / grievances supported by dedicated customer care executive (CCE)
Complaint received by | Immediate action to be taken |
---|---|
Branch Staff via Customer Complaint Register |
|
Customer Care Executive at Head office via a email or call from the complainant litigate |
|
1. Grievances need to be addressed within a reasonable time otherwise not only will the purpose be lost but the delay itself could become another cause for 'grievance' for the customer.
2. Prompt acknowledgement is the first step towards resolution and likely to have an immediate soothing effect on the complainant. Such acknowledgement must preferably state as far as possible within what period the grievance will be resolved. Of course, this would depend on the nature of the complaint including availability of adequate details.
3. Once Receipts of grievance is acknowledged, all efforts should be made to have the grievance resolved at the earliest to the full satisfaction of the customer. Accordingly, time norms as under shall be complied with.
Nature of response | Mode of Communication | Period within which to be sent | Remarks |
---|---|---|---|
Acknowledgement of complaint |
|
Acknowledgment should be provided Immediately/td> |
|
Resolution of Complaint |
|
|
|
Complaint received / Pending with | TAT | Escalation to & by after the time period mentioned |
---|---|---|
Branch Staff | Day 0 to Day 3 | Area Operations Manager by CCE |
Area Operations Manager | Day 4 to Day 6 | Regional Operations Manager by CCE |
Regional Operations Manager | Day 7 to Day 10 | Head - Operations by CCE |
Head - Operations | Day 11 to Day 12 | Head - Finance by Head-Operations |
Head - Finance | Day 13 to Day 14 | President by Head - Finance |
The Overall responsibility for the timely escalation shall be with the CCE who must track each complaint individually and take up the issue with concerned officials / Department Head in Corporate office.
All Unresolved complaints beyond 14 working days from date of receipt of the complaint from the customer shall be escalated by CCE through Head - Finance to President for immediate intervention.
If the complaint / dispute is not redressed within a period of one month the customer may appeal to The Deputy General Manager, Reserve Bank of India, Department of Non-Banking Supervision, Bakery Junction, PB No. 6507, Thiruvananthapuram - 695033, Kerala. Tel - 0471-2338818/ dnbsthiro@rbi.org.in
Complaint received / Pending withng> | TAT | Escalation to & by after the time period mentioned |
---|---|---|
Location Head | Day 0 to Day 4 | Head - Sales / Head - Credit & Risk / Head - Finance by CCE |
Head - Sales / Head - Credit & Risk / Head - Finance | Day 5 to Day 6 | President by Head - Sales / Head - Credit & Risk / Head - Finance |
The Overall responsibility for the timely escalation shall be with the CCE who must track each complaint individually and take up the issue with concerned officials / Department Head in Corporate office.
All Unresolved complaints beyond 6 working days from date of receipt of the complaint from the customer shall be escalated by CCE through Head - Sales / Head - Credit & Risk / Head - Finance to President for immediate intervention.
If the complaint / dispute is not redressed within a period of one month the customer may appeal to The Deputy General Manager, Reserve Bank of India, Department of Non-Banking Supervision, Bakery Junction, PB No. 6507, Thiruvananthapuram - 695033, Kerala. Tel - 0471-2338818/ dnbsthiro@rbi.org.in
The responses to grievances shall be in the same language as that used by the complainant in case resolution is provided by Front End Team. In case response is going from CO then it should be in English.
Extreme care should be taken to ensure the correct choice of word / clauses in communications with complainant.
Draft will be prepared by CCE after taking inputs from respective persons and response will be vetted by legal team wherever applicable.
7. Periodic review of Customer Complaints and Maintenance of Records / Registers:
A grievance can be considered as finally resolved normally only after customer gives a communication to that effect either in writing or over the telephone which will be recorded in the system by the CCE while closing the complaint. A letter from the customer must not be insisted upon as it can cause irritation.
In order to take issues to a conclusion, we will need to treat the same as resolved when appropriate revert is provided by the company to customer complaints and there is no subsequent communication from the custome
5. Treatment of Anonymous, Pseudonymous and Fictitious Grievances:
After preliminary enquiry by the CCE if the complaint is found to be Anonymous, Pseudonymous or Fictitious, the complaint may be treated as dealt with and closed after a proper study
6. Training of Employees and Disciplinary Action:
2. Role, Duties, Responsibilities and Expectations
3. Time Commitment:
4. Remuneration:
5. Disclosure of Interest:
6. Confidentiality:
7. Governing Law
Fedbank Financial Services Limited-Ombudsman details
Ombudsman_Scheme_for_NBFCs-_2018
Levy of foreclosure charges/pre-payment penalty on Floating Rate Loans by NBFCs
Salient Features NBFC Ombudsman Scheme - English
Salient Features NBFC Ombudsman Scheme - Gujarati
Salient Features NBFC Ombudsman Scheme - Hindi
Salient Features NBFC Ombudsman Scheme - Kannad
Salient Features NBFC Ombudsman Scheme - Malayalam
Salient Features NBFC Ombudsman Scheme - Marathi
Mr. Sumit Kakkar, Nominee Director, resigned from the Board of Directors of the Company w.e.f. 13th March, 2020
Mr. Dilip Sadarangani, Independent Director, retired from the Board of Directors of the company w.e.f 8th September 2019
Mr. Ganesh Sankaran, Nominee Director, resigned from the Board of Directors of the company w.e.f 15th February 2019
Mr. Rajagopalan Santhanam, Nominee Director, resigned from the Board of Directors of the company w.e.f 20th December 2018
Mr. Suresh Kumar, Independent Director, resigned from the Board of Directors of the company w.e.f 19th June 2017.
Mr. Ujwal Thakar, Independent Director, resigned from the Board of Directors of the company w.e.f 5th August 2016.
Anil Kothuri-MD & CEO
C.V.Ganesh- Chief Financial Officer
S. Rajaraman- Company Secretary & Compliance officer
Anila Rajneesh
Jagadeesh Rao
K Sureshkumar
Ramachandra R
Shardul Kadam
K. Siddharth
Vikas Mohan Srivastava
Company has 3 Selling and Servicing Agents, which are as follows:
1. New Opportunity Consultancy Private Limited (NOCPL)
2. Svasti Microfinance Private Limited
3. Si Creva Capital Services Private Limited (Kissht)
DEBENTURE TRUSTEE OF FEDBANK FINANCIAL SERVICES LIMITED.
1. Name: IDBI Trusteeship Serives Limited
2. Address: Asian Building, Ground Floor, 17, R. Kamani Marg, Ballard Estate, Mumbai – 400 001
3. Email: itsl@idbitrustee.com
4.Website: www.idbitrustee.com
5.Tel: +91 22 40807001
6.Fax: +91 22 66311776
Customer Education Literature on SMA/NPA
|
UPDATES OVER WHATS APP COMING SOON!!! Do you want to receive important information and updates over WhatsApp Note: By entering your mobile no., you agree to the T&C and allow us to send you WhatsApp notification |
Thanks a lot!
You have successfully subscribed to notification and
updates over WhatsApp