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Group Policies

Grievance redressal


The Consumer Grievance Policy of IFLHFL has been formulated as per notifications issued by National Housing Bank¬¬ and is aimed at reducing instances of customer complaints by ensuring proper and timely resolution of all their requirements as well as a pro-active approach towards providing information related to their loans.

The Policy is based on the following principles:


  1. The company will always be driven by the needs of its customers and strive to exceed their expectations everytime.
  2. The company will strive to provide all relevant information to the customer up-front.
  3. The company will strive to treat all its customers efficiently, fairly and transparently.
  4. The company will resolve all customer complaints in line with the laws of the land and ensure that complaints are dealt within a courteous manner.
  5. The company will widely publicise avenues where the customers can escalate their complaints including to the National Housing Bank.

Mandatory requirements:


IFLHFL will have a customer complaint register at HO/branches where customers can personally record their complaint along with handing over any letter to the HO/branch. The customer can also give a service request verbally. The HO/branch depending upon the nature of request will either resolve it locally or seek assistance from its customer support cell. All complaints recorded in the complaint register will be reported monthly to the customer service cell along-with their resolution status.

  1. IFLHFL will have a central customer service helpline which will be available to the customers and branch during normal working hours. The contact number of the helpline will be carried in all application forms as well as be displayed prominently in HO/ branches. Whenever any call is received by the helpline, a complaint number will be provided to the customer immediately.
  2. IFLHFL will have a centralised customer grievance redressal cell which will keep a record of all customer complaints and track resolution. The data maintained by this cell will be periodically reviewed the Board of Directors to ascertain standards of customer grievance resolutions.
  3. All of IFLHFL employees will follow a standard code of conduct. Any unbecoming conduct on the part of employees can also be reported in the HO/branches or the helpline.
  4. IFLHFL will prominently display contact details of the National Housing Bank consumer grievance redressal cell in its HO/branches to ensure customers can contact NHB directly in the event they are not satisfied with the service provided by IFLHFL.

Resolution of Grievances:


  1. It will be the endeavour of the HO/branch staff to resolve complaints.
  2. Any complaint/s which cannot be resolved at the branches will be referred to a central grievance redressal cell. The cell will collate all such complaints received at the HO/branches as well as on the helpline and will ensure fair resolutions in a time bound manner.
  3. All customers will be provided with a complaint number for easy reference as and when they have to follow up on their complaint.
  4. IFLHFL will endeavor to resolve all complaints in a reasonable time period and will regularlymonitorthependingcasesataseniorlevel.

If the customer complaint is not resolved within 7 working days, they can send an email to gaurav.suri@iflhousingfinance.com or write to us at:
Shri Gaurav Suri,
Executive Director and Grievance Head,
IFL Housing Finance Ltd.
D-16, 1st Floor, Above ICICI Bank,
Prashant Vihar,
Sector 14, Rohini,
New Delhi - 110085 In case any client is not satisfied with the resolution provided by IFLHFL, they may write to NHB at crcell@nhb.org.in and may approach the National Housing Bank at the following address:
National Housing Bank
Department of Regulation and Supervision
(Complaint Redressal Cell)
4th Floor, Core 5-A, India Habitat Centre,
Lodhi Road, New Delhi 110 003