Grievance Redressal

Grievance Redressal and Ombudsman Guide

We are committed to providing a high standard of service to all of our clients. However, we do recognize that on occasion problems may arise and we may fall short of the service levels to which we aspire.

This guide explains what you need to do if you are dissatisfied with any aspect of our products or services and you wish to make a complaint.

We welcome your feedback, as it helps us improve our products and services for our clients.

How to make a complaint

You can contact us in person, in writing, by email or by telephone.

You can contact your Relationship Manager in person or via their direct contact details. Alternatively, you can contact us directly in writing, by telephone or via our website.

Barclays Investments & Loans (India) Private Ltd,
9th floor, Block B-6,
Nirlon Knowledge Park,
Opp Western Express Highway,
Goregaon (East), Mumbai – 400063
Telephone: +91-22-61754000
https://www.barclays.in/bilil/

Complaints  by email

If you have a complaint about any aspect of our products or services then you can email us at barclaysfinance.customerservice@barclayscorp.com

If you send us a complaint by email, we will normally respond to you in responding by return email or by telephone followed by email.

Information you need to provide

To help us investigate and resolve your complaint as quickly as possible, please provide the following information:

• your name and address
• account details
• a clear description of your concern or complaint
• details of what you would like us to do to resolve the complaint
• copies of any relevant documents/information
• a daytime telephone number where we can contact you
• any times you would prefer us to contact you

How we will handle your complaint

We will try to resolve your complaint as quickly as possible. The first step is for us to be clear about the nature of your complaint, and to identify what we can do to resolve the issue. The more information you can provide us, the better.

We will confirm who will handle your complaint and give you details of how to contact them. Please note, this may not be the person to whom you originally made your complaint. We will also provide you with a unique reference number.

We will aim to resolve your complaint within four weeks of the date of receipt. When we have finished our investigations into your complaint we will get in touch with you to provide you with a full response to your complaint.

If you are still not satisfied…

We aim to resolve all complaints as quickly as possible and to your complete satisfaction. If you are not satisfied with our response or the handling of your complaint, please let us know and we will once again work with you to agree an appropriate way forward.

Contact details of the Grievance Redressal Officer of Barclays Investments & Loans (India) Private Ltd

Contact details of the Principal Nodal Officer of Barclays Investments & Loans (India) Private Ltd

If the complaint / dispute is not redressed within a period of one month, you may appeal to the NBFC Ombudsman.

Please click below for the salient features of the Reserve Bank Integrated Ombudsman Scheme 2021 and contact details of your nearest Banking Ombudsman offices.

Reserve Bank Integrated Ombudsman Scheme 2021

A copy of this Scheme is displayed and available on request at our branches.

Salient Features of the Integrated Ombudsman Scheme 2021

A copy of the Features is displayed and available on request at our branches.