Salient features
- One scheme and one portal for complaints against banks, NBFCs and other RBI-regulated entities — including Golu Leasing & Finance Co. Private Limited.
- "One nation, one ombudsman": your complaint is not tied to any geography; it is received centrally and assigned to an Ombudsman.
- Covers deficiency in service broadly defined, rather than a closed list of grounds.
- No fee is charged at any stage.
- The Ombudsman's award is binding on the regulated entity if you accept it.
When you can approach the Ombudsman
You may file a complaint under the Scheme if you first complained to us in writing and:
- we rejected the complaint wholly or partly and you are not satisfied with the reply; or
- you did not receive a reply within 30 days of our receiving it;
and the complaint is made within one year of our reply (or within one year and 30 days of lodging it with us if no reply was received). The matter should not already be before a court, tribunal or arbitrator.
How to file
- Online: cms.rbi.org.in — the Complaint Management System lets you file, upload documents and track status.
- Email: crpc@rbi.org.in
- Post: Centralised Receipt and Processing Centre, Reserve Bank of India, 4th Floor, Sector 17, Chandigarh – 160017.
- Help: toll-free 14448, 9:30 AM – 5:15 PM on working days, for guidance in filing.
Before you escalate
Please use our own process first — it is usually faster. Start with customer support, then our Grievance Redressal Officer Vikram Gupta at compliance@golufin.com. The full path is on our escalation matrix.
The text of the Scheme and its amendments is published by the Reserve Bank of India at rbi.org.in.