A financial service company based in India, Bajaj Finserv offers a wide range of products and services to its customers. Its key areas of operations are lending, insurance, investment, and payments. It offers various types of loans like personal loans, home loans, business loans, and even credit cards.
Like the banking sector, it also offers many investment schemes like fixed deposits, mutual funds, and other investment plans. It provides health, life, and general insurance.
The company’s payment services include online bill payments, online recharges for mobiles and DTH, digital wallets, etc. It offers EMI cards to customers to make purchases on easy monthly installments.
Bajaj Finserv has won many awards for its customer service and digital initiatives. It has a strong presence across India and has become a trusted brand in the financial services industry, providing its customers with a wide range of convenient and affordable financial solutions.
Key Functions of the Redressal Desk
The redressal desk of Bajaj Finserv is responsible for addressing and resolving customer complaints and grievances. Their key responsibilities include —
Receiving Complaints: The desk is the frontline of support and assistance for customers seeking redressal. It acknowledges customer complaints received via phone, email, or in person.
Recording Complaints: The desk must maintain a log or record of all types of customer complaints received with complete details, customer contact information, the time and date of the complaint, resolutions proposed, the outcome of the resolution, customer feedback, etc.
Probing Complaints: The third task involves investigating the complaints if they are valid. The desk takes all necessary action to get to the root of the problem to propose the right solutions to the customers.
Resolving Complaints: The ultimate objective of the desk is to offer the best solutions to the customers to provide them with a happy and satisfactory experience at Bajaj Finserv and to contain the customer base. They strive to limit and reduce customer disappointments by providing appropriate solutions and compensations (where necessary) to them.
Providing Updates: It is the responsibility of the desk to send timely updates to the customer regarding their complaints. Official correspondence can happen via email or phone. When a customer is kept in the loop about the progress of their case, they gain confidence in the organization’s products and services.
Monitoring Complaints: The desk takes continuous measures to upgrade the company’s services and products. It takes necessary actions to prevent similar complaints in the future.
The redressal desk plays a critical role in maintaining the company’s reputation and ensuring customer satisfaction.
Types of Redressal Issues at Bajaj Finserv
Customers can raise issues regarding the delay or non-receipt of services such as loans, credit cards, or insurance policies. Coming to billing, issues can arise from incorrect billing, overcharging, and other payment discrepancies.
Customers can further raise quality concerns regarding customer service, complaint handling, and other related services. If a customer feels that a Bajaj Finserv product or service has failed to honor the company’s terms and conditions, they can choose to dispute it.
Customers can complain about a product or service if they think that they were mis-sold to them. If they find a gross mismatch between the company’s upselling tactics, the expectations generated in consequence, and the dismal performance of the service/product in reality, they can escalate the matter to the redressal desk.
Lastly, customers can face technical issues related to online payments, mobile apps, or other digital platforms provided by Bajaj Finserv.
Who to Contact for Redressal of Issues?
You can contact the Bajaj Finserv redressal desk through the following channels.
- Customer Care Helpline: You can call the customer care helpline number at 020-3957-4151 to register your complaint or grievance. The number is toll-free and is a 24×7 facility.
- Email: You can also write to email@example.com to register your complaint. Be clear, specific, and detailed about the issue in your writing, and remember to leave your contact information to allow the support team to revert to you on the matter.
- Grievance Redressal Officer: If you do not receive a satisfactory response from the support teams at the lower rungs, you can choose to escalate your issue to the grievance redressal officer directly by writing to them at firstname.lastname@example.org, or call the dedicated helpline number at 020-7117-7266.
- Branch Office: You can also visit the nearest Bajaj Finserv branch to register your complaint in person. You will get the contact information of the branches near you from Bajaj Finserv’s official website.
Bajaj Finserv has a robust redressal mechanism in place to address and resolve customer grievances. You can use any of the above channels to get in touch with the team to get your issues resolved in a timely and efficient manner.