Step 1: Lodge Complaint with Customer Care Service / Helpdesk by online form or offline by post or email
Customers can use any of the following options to register their complaint:
• You may call our toll free number 6838 8100 and register your complaint. (Weekdays 09:30 AM to 6:30 PM IST)
• You may email us at customercare@isarc.in and register your complaint.
• You can visit us at India SME Asset Reconstruction Company Limited, The Ruby, 11th Floor, North- West Wing, Plot No. 29, Senapati Bapat Marg, Dadar (West), Mumbai- 400 028
• Click here to submit your grievance online
The Company Official, Mr. Yogesh Gabhane, Assistant Manager, will respond to the above complaint within 7 working days.
Step 2: Grievance Redressal Officer (Escalation Level 1)
In case you do not receive a response from any of the channels mentioned above within 7 working days or if the response received from us is not satisfactory, you may write to Mr. Sanjay Tembe, Grievance Redressal Officer, who would independently look into consumer disputes and provide an impartial resolution:
• You may email at cm@isarc.in
• You can visit us at India SME Asset Reconstruction Company Limited, The Ruby, 11th Floor, North- West Wing, Plot No. 29, Senapati Bapat Marg, Dadar (West), Mumbai- 400 028
• Click here to submit your grievance online.
The GRO will respond to the above escalation under level 1 within 7 working days.
Step 3: Nodal Officer (Escalation Level 2)
In case there is no response for the level 1 complaint within 7 working days or if the customer is not satisfied with the resolution of the complaint, the customers may write to Ms. Geetha Kumar, Nodal Officer:
• You may email at avp@isarc.in
• You can visit us at India SME Asset Reconstruction Company Limited, The Ruby, 11th Floor, North- West Wing, Plot No. 29, Senapati Bapat Marg, Dadar (West), Mumbai- 400 028.
The Nodal Officer will respond to the above escalation under level 2 within 7 working days.
Step 4: Chief Executive Officer (Escalation Level 3)
In case there is no response for the level 2 complaint within 7 working days or if the customer is still not satisfied with the resolution of the complaint, the customers may write to Mr. J.N. Chopra, Chief Executive Officer:
• You may email at ceo@isarc.in
• You can visit us at India SME Asset Reconstruction Company Limited, The Ruby, 11th Floor, North- West Wing, Plot No. 29, Senapati Bapat Marg, Dadar (West), Mumbai- 400 028.
The Chief Executive Officer will respond to the above escalation under level 3 within 15 working days.
The Customer/Borrower can approach regulator in case of failure of resolution at Company Escalation level 3 above.
Address of Regulator:
Reserve Bank of India, Department of Non-banking Supervision Central Office, 2nd Floor, Centre-1, World Trade Centre, Cuffe Parade, Mumbai – 400 005
Email: crpc@rbi.org.in
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