Grievance Redressal

Our policies are intended to ensure a transparent work culture, provide our customers the support and service they need and establish the rules of conduct between the Company and our Customers

Level 1 Customer Care
Level 2 Head of Customer Service (First Internal Escalation)
Level 3 Grievance Redressal Officer (Final Internal Escalation)
Level 4 External escalation

Customers may register their complaint through any of the following channels:

Phone: 18002026127 (09:30 AM to 06:00 PM, excluding holidays); or
Email: customercare@ummeedhfc.com / enquiry@ummeedhfc.com; or
Walk-in: At the nearest branch office.

An acknowledgement/response with a complaint reference number will be sent within a week, mentioning the name & designation of the officer handling the grievance.

If the complaint is relayed over the toll-free phone number, the customer shall be provided with a complaint reference number and be kept informed of the progress within a reasonable period of time.

If the customer does not receive any response within the above-mentioned timeline, then after 7 working days, or is dissatisfied with the resolution provided, the customer may escalate the matter to:

If the complaint is not resolved within above mentioned timelines under Level 1 & 2, or if the customer is not satisfied with the resolution, then the Customer after 7 working days of making escalation to Level 2, may escalate the matter to the Company’s Grievance Redressal Officer:

It is advised to customers to provide Loan details and customer issue in detail for quick redressal. We assure you that your complaint will be looked into at the earliest.
Complaints will be resolved at the earliest possible time. The Company will endeavor to resolve the complaint within 7 working days at each level of escalation. Where additional time is required, an interim response will be sent to the customer indicating the expected timeline for resolution. In any case, the Company shall send its final response, or an explanation of why more time is needed within a maximum of 30 days from the date when the complaint was first raised.
While the concerned team works on the complaint towards resolution, an interim response intimating the actual time that will be taken to resolve the issue will be sent to the customer.
After examining the matter, the Company shall send the customer its final response or, if more time is required, provide an explanation for the delay. In all cases, a response shall be provided within 30 days from the date when the complaint was first raised. If the customer remains unsatisfied with the response, or if the complaint is not resolved within 30 days, the customer may escalate the matter to the National Housing Bank (NHB).

In case you do not receive response from the company within a period of one month or your complaint has not been resolved to your satisfaction, you can also approach the Complaint Redressal Department of National Housing Bank by lodging its complaints in Online mode at the link: https://grids.nhbonline.org.in/(S(r3ep3nauzqhjria21ha42gms))/Complainant/Default OR in offline mode by post, in prescribed format available at link: https://nhb.org.in/wp-content/uploads/2021/08/complaint-form.pdf on National Hosing Bank’s website.

You may fill and send the form along with letters or enclosures, if any, by post or courier to the following address:

Grievance Redressal Department (GRD)/ Complaint Redressal Cell
National Housing Bank
Core 5A, India Habitat Centre Lodhi Road
New Delhi -110 003