Grievance Redressal Policy
Yellow Metal Loans Private Limited (herein referred to as "Yellow Metal Loans" or "the Company") is registered with the Reserve Bank of India as a Non-Banking Financial Company, Not Deposit taking, Credit and Investment Company ("NBFC-ND-ICC") and incorporated under the provisions of the Companies Act, 2013.
Yellow Metal Loans is primarily engaged in providing loans against eligible gold collateral, and may undertake lending across other sectors as permitted by the Board and applicable RBI regulations.
At Yellow Metal Loans Private Limited, it is our constant endeavour to provide our customers with the best possible experience. We are committed to meeting our customer expectations always and exceed them as often as we can. While we do everything to provide our customers with a frictionless service at every step of their journey with us, we understand that sometimes things do not go the way they are planned.
Accordingly, this Policy on Grievance Redressal Mechanism has been adopted to effectively redress the grievances of the customers in a time-bound manner as per the internally defined process. This Policy has been formulated and adopted as per the Master Direction – Reserve Bank of India (Non-Banking Financial Company – Scale Based Regulation) Directions, 2023, as amended from time to time.
Intent of this policy
1. Ensure that all customers are treated fairly.
2. Implement a quick and efficient customer grievance redressal mechanism which resolves customer concerns or complaints in a hassle-free and time-bound manner.
3. Increase transparency to enable the customers to have a better understanding and build customer confidence in the Company.
4. All concerns raised by customers are dealt with promptly and with courtesy.
5. Customers are made aware of their rights to opt for alternative remedies if they are not fully satisfied with our response or resolution to their complaint.
Should you face any issue with our service, please follow the steps given below and we will set things right at the earliest:
Level 1: If you are reaching out to us for the first time
Email: You can email us at contact@yellowmetal.co
Or letter: You could write to us at:
Yellow Metal Loans Private Limited, Nisarga, 1st Main, 3rd Cross, Opp Deccan Hospital, Ashwini Extension, Chintamani, Chikkaballapur, Karnataka, India, 563125
The Company's support team will acknowledge the grievance within 24 (twenty-four) hours, promptly assign it to the concerned department based on the nature and category of the grievance.
We will respond to your concern within 05 (five) working days from the date of receiving your communication.
Level 2
If the grievance is unresolved post the 05 (five) working days timeline in Level 1, it will automatically escalate to Level 2. Additionally, if you are not satisfied with the resolution provided by the representative or if you do not get a response from the representative within the defined timeline, you may escalate your grievance to Level 2 by submitting grievances or complaints formally via email to contact@yellowmetal.co.
Upon receipt, the representative will then endeavour to resolve the grievance within 10 (ten) working days of acknowledging the complaint; else, the representative will inform you regarding the delay in complaint resolution.
In the event that the Company does not receive any further correspondence from you within 7 (seven) working days after sending the response regarding the complaint or grievance, it will be deemed that the complaint or grievance has been satisfactorily resolved to your contentment.
Level 3
If you do not receive a response within 15 working days from the date of receipt of your grievance as prescribed at Level 2, or if you are not satisfied with the response received, you may write to our Grievance Redressal Officer (GRO) at contact@yellowmetal.co or through a written complaint to be sent to:
Mr. Rahul Boggaram Nagarjuna Gupta
Nodal / Grievance Officer, Director
Yellow Metal Loans Private Limited, Nisarga, 1st Main, 3rd Cross, Opp Deccan Hospital, Ashwini Extension, Chintamani, Chikkaballapur, Karnataka, India, 563125
Please mention your Reference ID in your email, which is indicated in the subject line of the response in Level 2.
Level 4
If you have not heard from us for a month or if you are not satisfied with the resolution provided by any of the above channels within 30 days from the date of complaint, you may file a complaint with the Customer Education and Protection Department of the Reserve Bank of India (RBI) for redressal. The contact details of the designated authority are as follows:
The General Manager,
Consumer Education and Protection Cell
Reserve Bank of India
10/3/8, Nrupthunga Road
Bengaluru – 560001
Policy review
The Board of Directors shall provide for periodical review of the compliance and the functioning of the grievances redressal mechanism at various levels of management. A consolidated report of such reviews shall be submitted to the Board at regular intervals, as may be prescribed by it.
The Company will review the policy at least once in a year or earlier, in the following scenarios:
a) In case of any changes impacting the business operations of the Company, or
b) Any changes in the regulatory framework applicable to the Company.
Any modifications made to the Policy will be approved by the Board and communicated to all relevant stakeholders.