Bharat Social Finance Corporation (BSFC) is committed to maintaining transparency, fairness, accountability, ethical financial practices, and responsible customer service standards across all operational activities, financial services, Self Help Group (SHG) programs, livelihood initiatives, digital platforms, and community engagement systems. BSFC recognizes the importance of customer trust and is committed to establishing an effective grievance redressal mechanism for customers, applicants, SHG members, beneficiaries, field participants, business associates, and stakeholders.
This Grievance Redressal Policy outlines the framework through which complaints, grievances, disputes, service concerns, operational issues, repayment-related concerns, staff conduct complaints, digital service issues, and customer dissatisfaction matters may be reported, reviewed, processed, and resolved in a fair, transparent, and timely manner.
BSFC encourages customers and stakeholders to raise concerns whenever service expectations are not met or when assistance is required regarding operational interactions, financial assistance services, digital systems, field operations, SHG activities, repayment support, communication practices, or customer experience matters. BSFC believes that prompt grievance resolution strengthens accountability, improves service quality, and supports responsible financial inclusion practices.
Customers may raise grievances relating to loan applications, service delays, repayment disputes, communication concerns, field officer conduct, SHG coordination issues, customer support dissatisfaction, digital transaction issues, data correction requests, unauthorized communication, operational misconduct, document handling concerns, technical platform errors, or any matter connected with BSFC operations or associated services.
BSFC aims to ensure that all grievances are handled respectfully, professionally, confidentially, and without discrimination. Every complaint received shall be acknowledged, reviewed, investigated where necessary, and processed in accordance with applicable operational procedures, internal review mechanisms, regulatory expectations, and responsible financial service standards.
Grievances may be submitted through official communication channels including customer support email, grievance support email, written communication, digital platforms, customer service interactions, or officially authorized operational representatives. Customers are encouraged to provide accurate details, supporting documents, transaction references, communication records, customer identification information, or operational evidence necessary for effective grievance investigation and resolution.
Upon receipt of a grievance, BSFC may conduct internal verification procedures, operational review, transaction analysis, field investigation, customer interaction review, staff assessment, digital audit, repayment verification, or compliance evaluation as considered necessary for resolving the matter fairly and responsibly. Certain complaints may require additional documentation, identity verification, or customer clarification before resolution can proceed.
BSFC shall make reasonable efforts to acknowledge grievances within a reasonable operational timeframe and aims to resolve complaints as efficiently as possible depending on the complexity, documentation requirements, operational dependency, regulatory considerations, third-party involvement, or technical nature of the issue. Resolution timelines may vary depending on the nature of the grievance, investigation requirements, banking dependencies, legal obligations, or operational circumstances beyond reasonable control.
Where grievances involve banking systems, payment gateways, technology service providers, insurance partners, credit bureaus, verification agencies, or third-party operational entities, resolution timelines may depend partly on responses or cooperation received from such external parties. BSFC shall not be held responsible for delays arising solely from third-party operational processes, technical failures, legal restrictions, regulatory procedures, or external institutional dependencies beyond reasonable operational control.
BSFC strictly prohibits harassment, discrimination, intimidation, coercion, abusive behavior, unlawful recovery practices, unauthorized demands, or unethical conduct by employees, field officers, operational representatives, SHG coordinators, collection personnel, or associated service providers. Complaints regarding misconduct, unethical recovery behavior, unauthorized financial demands, fraudulent communication, data misuse, or operational malpractice shall be reviewed seriously and may result in disciplinary action, suspension, reporting to authorities, legal proceedings, or operational corrective measures where necessary.
Customers are advised not to share OTPs, passwords, confidential banking credentials, or sensitive financial information with unauthorized individuals. BSFC representatives shall never request confidential passwords or unauthorized payments through unofficial channels for loan approvals, repayment settlements, or grievance resolution activities. Customers should immediately report suspicious communication, impersonation attempts, fraud activity, or unauthorized demands through official BSFC support channels.
BSFC may maintain grievance records, communication logs, customer correspondence, investigation findings, operational documentation, and complaint resolution records for regulatory compliance, audit requirements, legal obligations, quality improvement initiatives, operational monitoring, fraud prevention, or internal review purposes.
Submission of a grievance does not automatically guarantee a specific outcome, compensation, refund, loan approval, waiver, operational reversal, or financial adjustment. All resolutions shall remain subject to internal assessment, contractual obligations, operational feasibility, applicable laws, financial regulations, documentary evidence, and organizational policies.
Customers are encouraged to cooperate during grievance investigations by providing truthful information, supporting documents, clarification requests, identity verification details, and relevant communication records where reasonably required. Submission of false complaints, forged evidence, abusive communication, fraudulent claims, operational interference, or misuse of grievance systems may result in rejection of claims, suspension of services, legal proceedings, or reporting to appropriate authorities.
BSFC reserves the right to modify, revise, update, or replace this Grievance Redressal Policy periodically to reflect changes in operational practices, legal obligations, regulatory expectations, technology systems, customer service procedures, or organizational requirements. Updated versions shall become effective upon publication through official BSFC communication channels unless otherwise required by applicable law.
This Grievance Redressal Policy shall be governed and interpreted in accordance with the laws of India. Any disputes arising in relation to grievance handling, customer interactions, operational complaints, financial service disputes, or related matters shall be subject to the jurisdiction of competent courts located within the jurisdiction of BSFC’s registered office, subject to applicable legal provisions.
For grievance submissions, customer complaints, operational concerns, or support assistance, users may contact:
Bharat Social Finance Corporation (BSFC)
Customer Support & Privacy Department
Email: grievencescare@bsfcindia.org
Support Email: support@bsfcindia.org
Customer Support: 1169268704
Head Office: New Delhi, India
By accessing or using BSFC services, websites, digital platforms, SHG programs, financial assistance systems, or customer support channels, users acknowledge that they have read, understood, and agreed to this Grievance Redressal Policy.
