This policy is issued by Manasvi Capital Private Limited (hereinafter referred to as “MCPL” or “Company”).
MCPL is committed to providing the highest standards of customer service and ensuring that all grievances and complaints are addressed in a fair, transparent, and timely manner. The Grievance Redressal Mechanism has been established to ensure that customers, stakeholders, and employees have a clear and effective channel to voice their concerns, complaints, or feedback and that these are resolved promptly and satisfactorily. This policy is formulated in compliance with Clause 45.8 of the Reserve Bank of India’s Master Direction – Reserve Bank of India (Non-Banking Financial Company – Scale Based Regulation) Directions, 2023, dated 19 October 2023 (updated as on October 10, 2024) and FAQ – The Reserve Bank- Integrated Ombudsman Scheme, 2021 dated January 07, 2025.
MCPL’s Grievance Redressal Mechanism ensures that:
- All grievances are logged, acknowledged, and addressed promptly.
- The resolution process is transparent, impartial, and customer-centric.
- Appropriate measures are taken to prevent the recurrence of issues and enhance overall service quality.
- Establish a structured mechanism for the customers and stakeholders to resolve their grievances immediately.
The Policy covers grievances of MCPL’s customers regarding deficiencies in service. The redressal mechanism ensures that disputes arising out of decisions of MCPL’s operational management are escalated appropriately. The Board of Directors shall monitor the redressal status through quarterly reports.
The Board has appointed a Grievance Redressal Officer (GRO) to oversee the mechanism and ensure timely resolution.
Step-I: Initial Complaint Submission
Customers can lodge complaints via:
- Visit branch office
- Email: support@manasvicapital.com
- Write to: 1st Floor, Bajrang Honda, Bikaner Road, Nagaur 341001, Rajasthan
Step-II: Escalation to GRO
If unresolved, escalate to:
Name: Mr. Tejpal Mirdha
Designation: GRO
Email: capital.manasvi@gmail.com
Contact No.: +91 7378202202
Office Hours: 10:00 am to 7:00 pm (Mon-Fri)
Address: 1st Floor, Bajrang Honda, Bikaner Road, Nagaur 341001, Rajasthan
Include Loan Application/Account Number.
If unsatisfied, complaints can be escalated to the RBI via the CMS Portal (https://cms.rbi.org.in/) or by:
- Email: crpc@rbi.org.in
- Address: Centralised Receipt and Processing Centre, 4th Floor, Reserve Bank of India, Sector -17, Central Vista, Chandigarh - 160017
- Toll Free: 14448 (9:30am to 5:15pm)
A complaint is considered closed if:
- MCPL has fulfilled the request;
- Complainant accepts the response;
- Complainant withdraws the complaint.
The grievance cell is audited regularly. Field auditors verify resolution accuracy and pending issues are tracked. The Audit Department monitors compliance through reports from GRO and flags misreporting cases.
Loan application/account numbers should be mentioned in complaints. Anonymous complaints are not entertained. Complaints will be acknowledged and monitored for 30-day resolution. Delays will be communicated.
MCPL shall publish GRO details and review this policy annually or as needed due to regulatory changes.