1. Objective and Scope

As a service organization, SSK Finance focuses on customer satisfaction and service excellence.

• Ensure timely and effective resolution of customer complaints
• Use feedback to improve processes and products
• Provide escalation mechanism if customer is not satisfied

2. Definition of Complaint

A complaint is an expression of dissatisfaction relating to services, products, employee conduct, or data confidentiality.

• Service or product deficiencies
• Employee behavior
• Outsourced service issues
• FinTech / digital lending issues
• Data privacy concerns

Note: Requests for information or modifications are not treated as complaints.

3. Modes of Raising Complaint

4. Complaint Treatment

• First Call Resolution: Immediate resolution wherever possible
• Escalated Resolution: Ticket-based handling for complex cases
• Customer informed about timelines
• Regular updates provided until closure

5. Grievance Redressal Mechanism

If the complaint is not resolved within 30 days, customers may approach the :contentReference[oaicite:0]{index=0}.

6. Resolution Turnaround Time

All complaints shall be resolved within 30 days from the date of receipt.

7. Supervision and Reporting

• Periodic MIS reports for complaint tracking
• Semi-annual reporting to Board of Directors
• Includes complaints received, resolved, and pending