Grievance Redressal Mechanism
Framed under the Reserve Bank – Integrated Ombudsman Scheme, 2021 and the RBI's directions on grievance redressal for NBFCs. Every complaint is logged, tracked and answered within a defined timeframe.
How to raise a complaint
A complaint may be made in person at any office, by post, by telephone, or by email. Every complaint is acknowledged within 48 hours with a unique reference number.
- Email: virendra@pandyagroup.com
- Telephone: 72300 06403, Monday to Saturday, 10:00 a.m. to 7:00 p.m.
- Post: The Grievance Officer, Kovid Finance Private Limited, 4th Floor, City Mall, Kota, Rajasthan 324007
Level 1 — Customer Service
The branch or relationship team attempts resolution at first contact. If the matter cannot be resolved immediately, it is escalated internally and the borrower is informed of the expected timeline.
Acknowledgement 48 hours Target resolution 10 working days Level 2 — Grievance Redressal Officer
A complaint unresolved at Level 1, or where the borrower is dissatisfied with the response, is escalated to the Grievance Redressal Officer.
Officer Virendra Jain Email virendra@pandyagroup.com Telephone 9829035223 Target resolution 21 days Level 3 — Principal Nodal Officer
Where the matter remains unresolved, the Principal Nodal Officer reviews the complaint and issues a final written response setting out the decision and the reasons for it.
Officer Virendra Jain Email virendra@pandyagroup.com Final response Within 30 days of receipt Level 4 — RBI Ombudsman
If no reply is received within 30 days of lodging the complaint, or the borrower is dissatisfied with the reply, the borrower may file a complaint with the RBI Ombudsman under the Reserve Bank – Integrated Ombudsman Scheme, 2021. No fee is payable.
- Online: cms.rbi.org.in
- Email: CRPC@rbi.org.in
- Post: Centralised Receipt and Processing Centre, Reserve Bank of India, 4th Floor, Sector 17, Chandigarh 160017
- Toll-free: 14448
Display and reporting
The name and contact details of the Grievance Redressal Officer and the Nodal Officer, together with the Ombudsman's particulars, are displayed prominently at every office and on this website. A consolidated report of complaints received and disposed of is placed before the Board each quarter.
Kovid Finance Private Limited · CIN U67120RJ1993PTC007199 · RBI Certificate of Registration B-10.00134 · Registered office: 4th Floor, City Mall, Kota, Rajasthan 324007. This document is approved by the Board of Directors and supersedes all previous versions.