Policies & Codes

Edelweiss Retail Finance Limited

We at Edelweiss Retail Finance Limited (“ERFL/Company”) are committed to serve to make our client’s experience a rewarding one at our Company. ERFL’s Grievance Redressal Mechanism articulates our objective to minimize instances that give rise to customer complaints and create a review mechanism to ensure consistently superior service behavior.

We ensure prompt redressal of all complaints and use it for effecting necessary changes to improve the services further. In case of any complaint/grievance, the borrowers / customers including the applicants with disability (ies) may contact through any of the following channels.

First Level: The borrowers can directly approach the Branch Manager and enter his/her complaint/grievance in the compliant register maintained at the branch. The concerned Branch Official shall guide the borrowers who wish to lodge a complaint. The borrower may also lodge complaints / grievances at the following email id :  assistance@eclf.com

Second Level: The borrower / customer can also approach Grievance Redressal Officer at the following address :-
Pratik Sheth
Ground Floor, Tower 3, Wing B, Kohinoor City Mall, Kohinoor City, Kirol Road, Kurla(W), Mumbai – 400070
Email id: grievances@eclf.com

Grievance Redressal Officer shall endeavor to provide the borrower / applicant with the resolution / response to the queries / complaints / grievances received as earliest as possible.

Third Level: If the Complaint / Grievances is not resolved within a period of one month, the borrower / customer / applicant may appeal to :-
The Officer – in – Charge
Department of Non – Banking Supervision
Reserve Bank of India 3rd Floor, Near Maratha Mandir, Byculla, Mumbai Central, Mumbai – 400008;
Tel: +91 22-23084121 / 23028436
Fax: +91 22-23022011
Email id- dnbsmro@rbi.org.in

Fair Practice Code & Ombudsman Scheme

Fair Practice Code – EnglishDownload
Fair Practice Code – HindiDownload
Fair Practice Code – MarathiDownload
Fair Practice Code – GujaratiDownload
Fair Practice Code – BengaliDownload
Fair Practice Code – PunjabiDownload
Fair Practice Code – KannadaDownload
Fair Practice Code – TamilDownload
Fair Practice Code – TeluguDownload
Fair Practice Code – OriyaDownload
Salient Features-Ombudsman-Scheme-EnglishDownload
Salient Features-Integrated Ombudsman Scheme – HindiDownload
Salient Features-Integrated Ombudsman Scheme – MarathiDownload
Salient Features-Integrated Ombudsman Scheme – GujaratiDownload
Salient Features-Integrated Ombudsman Scheme – BengaliDownload
Salient Features-Integrated Ombudsman Scheme – PunjabiDownload
Salient Features-Integrated Ombudsman Scheme – KannadaDownload
Salient Features-Integrated Ombudsman Scheme – TamilDownload
Salient Features-Integrated Ombudsman Scheme – TeluguDownload
Salient Features-Integrated Ombudsman Scheme – OriyaDownload
Intergrated Ombudsman Scheme, 2021DownloadOmbudsman Scheme for NBFC,2018
Salient Features-Integrated Ombudsman Scheme – TeluguDownload
Principal Nodal Officer Details-EnglishDownload
Principal Nodal Officer Details – HindiDownload
Principal Nodal Officer Details – MarathiDownload
Principal Nodal Officer Details – GujaratiDownload
Principal Nodal Officer Details – BengaliDownload
Principal Nodal Officer Details – PunjabiDownload
Principal Nodal Officer Details-KannadaDownload
Principal Nodal Officer Details-TamilDownload
Principal Nodal Officer Details-TeluguDownload
Principal Nodal Officer Details-OriyaDownload
Corporate Governance PolicyDownload
Board Evaluation PolicyDownload
Code for UPSIDownload
Interest Rate ModelDownload
Restructuring Policy & Resolution FrameworkDownload
Whistle Blower Policy_ERFL_May 2022DownloadWhistle Blower Policy_ERFL_May 2022
Corporate Social Responsibility PolicyDownloadCorporate Social Responsibility Policy
Terms & Conditions of appointment of Independent DirectorsDownload
Code of Conduct for DSA & DMADownloadCode of Conduct for DSA & DMA
Record Retention and Preservation of Documents PolicyDownloadRecord Retention and Preservation of Documents Policy
Policy on Related Party TransactionsDownload
Know Your Customer-Documentation ChecklistDownloadKnow Your Customer-Documentation Checklist
Edelweiss Financial Services Limited 2016

Edelweiss Retail Finance Limited (ERFL) | CIN: U67120MH1997PLC285490

The Company is having valid Certificate of Registration (CoR) No. B-13.02149 dated January 4,2017 issued by Reserve Bank of India (RBI) under Reserve Bank of India Act, 1934. However, RBI does not accept any responsibility or guarantee about the present position as to the financial soundness of Company or correctness of any of the statements or representation made or opinion expressed by the Company.

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