The policy is formulated based on the following principles:
b. “Person” includes:
c. “Grievance” means and includes:
d. “Grievance Redressal Officer” means any senior personnel as appointed by the Company from time
to time. The Company can appoint any personnel.
1. Recording of Complaints:
Complaints received through all modes and channels will be recorded in
the Customer Relationship Management (CRM) system of the Company
Customers may register their grievance through any of the following modes:
Apart from direct grievances from customers, grievances received through various regulatory bodies
shall also be handled by the Central Service Team.
The Company shall ensure that as far as possible the mode of response is as per the mode of customer
intimation received e.g. complaints received through e-mail shall be responded through e-mail.
The company has a three-level escalation matrix
for handling customer grievances and this would be displayed in all Branches/Offices.
a. Level-1
Any aggrieved Customer of Home First can take up the grievance with the concerned Branch Manager
of the Company or alternatively can call at 1800 3000 8425/8880549911 or write it to us at loanfirst@homefirstindia.com. The Branch Manager is required to reply to the Customer within 7
days from the date of receipt of the complaint in the office with a copy to Regional Manager &
Customer Service Department at Corporate office on loanfirst@homefirstindia.com.
b. Level-2
If the aggrieved customer is not satisfied with the reply provided by the Branch Manager or in case
no reply is received within the stipulated period, the customer can escalate it to the Central Customer
Service Team at the following email address query@homefirstindia.com.
The Central Customer Service Team is required to dispose of the Complaint within 15 working days
from receipt of the Complaint.
c. Level 3
If the aggrieved customer is not satisfied with the reply provided by the Central Customer Service
Team or in case no reply is received within the stipulated period, the Customer shall escalate its
complaint with the
Grievance Redressal Officer at the following address:
Mr. Gaurav Mohta (Grievance Redressal Officer)
Home First Finance Company India Limited
511, Acme Plaza, Andheri Kurla Road, Andheri (East)
Mumbai-400 059
Phone: 8880549911
Email: complaints@homefirstindia.com
The Grievance Redressal Officer is required to dispose of the complaint within 30 days of receipt of
the complaint in the Corporate Office.
If the aggrieved customer is not satisfied with the reply provided by the Grievance Redressal Officer
also or in case no reply is received within the stipulated period, the customer can approach the
National Housing Bank via following modes:
Online mode: https:/grids.nhbonline.org.in
Offline mode: The customer can alternatively write it to National Housing Bank in a prescribed
format available at
https://nhb.org.in/en/complaint-cell-against-hfcs/ and can post the same to
Complaint Redressal Cell National Housing Bank
Department of Regulation and Supervision
4th Floor, Core 5A, India Habitat Centre, Lodhi Road
New Delhi 110 003
The complaints can also be mailed at crcell@nhb.org.in