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Grievance Redressal – Escalation Matrix

Level 1 - Lodging of Complaint

Line of BusinessRetailCorporate
Products
  • Two-wheeler Loan
  • Car Loan
  • Personal Loan
  • Construction Finance
  • Loan Against Property
  • Corporate loans and Structured Finance
  • Supply Chain Finance/ Bill Discounting
  • Unsecured Business Loans
Contact Channels

Email: customer.care@herofincorp.com

Toll Free No.: 1800 102 4145
(8:00 AM - 8:00 PM, Monday to Saturday)

Postal Address: Hero Fincorp Ltd., A-44, Mohan Co-Operative Industrial Estate, Mathura Road, New Delhi – 110044

Website: https://www.herofincorp.com

DIGITAL CHANNELS:

WhatsApp: +91 9289386204 - Only for registered customers

Retail Customer Service Mobile App - Only for registered customers

Email: corporate.care@herofincorp.com

Toll Free No.: 1800 103 5271
(10:00 AM - 6:00 PM, Monday to Friday and on the last two Saturdays of the month)

Website: https://www.herofincorp.com

Postal Address: Hero Fincorp Ltd., A-44, Mohan Co-Operative Industrial Estate, Mathura Road, New Delhi – 110044

DIGITAL CHANNELS:

WhatsApp: +91 9220368883 - Only for registered customers

Level 2 – Escalation – Principal Nodal Officer

If you are not satisfied with the resolution provided at Level 1, you may escalate the matter to our Nodal Officer through any of the access channels listed.
* Applicable when level wise escalation is followed.
AuthorityContact Details
Nodal Officer
Nodal Officer Name: Ms. Monica Arora
Nodal Officer Email: nodal.officer@herofincorp.com
Address: Hero Fincorp Ltd., A-44, Mohan Co-Operative Industrial Estate, Mathura Road, New Delhi – 110044
Nodal Helpline No.: 01243633945 (Monday to Friday, and on the last two Saturdays of the month, 10.00 am to 6:00 pm)
Any issues relating to services provided by the outsourcing agency on behalf of Hero Fincorp Limited can be escalated to Nodal Officer.

Level 3 – Escalation – External Authorities

If the complaint / dispute is not redressed within a period of 30 days or if customer is not satisfied with the resolution provided, the customer may appeal Reserve Bank of India’s Ombudsman Channels
* Applicable when level wise escalation is followed
→ For complaints received through CPGRAM, the company shall endeavor to resolve the complaint within 21 days of receipt of complaint→ For the insurance related complaints, if the complaints/dispute is not redressed within a period of 14 days, the customer may appeal to the IRDAI (Insurance Regulatory & Development Authority of India)
AuthorityContact Details
CMS Portal
Email: crpc@rbi.org.in
Toll Free No.: 14448 (IVR available 24x7) for Complainants to know about the Scheme and the process of complaint lodging.
Write to: Centralized Receipt and Processing Centre, 4th Floor, Reserve Bank of India, Sector -17, Central Vista, Chandigarh - 160017
Note:
The facility to connect to Contact Centre personnel is available from 8:00 AM to 10:00 PM (Monday through Saturday, except National Holidays) for English and Hindi, and ten Regional Languages (Assamese, Bengali, Gujarati, Kannada, Marathi, Malayalam, Odia, Punjabi, Telugu and Tamil).
IRDAI
(Insurance Regulatory & Development Authority of India)
Mail to: complaints@irdai.gov.in
Toll free: 155255 or 1800 4254 732
Write to: General Manager Insurance Regulatory and Development Authority of India (IRDAI) Policy holder’s Protection & Grievance Redressal Department –Grievance Redressal Cell Sy.No.115/1, Financial District, Nanakramguda, Gachibowli, Hyderabad – 500 032
The policy is displayed prominently, for the benefit of the customers, at all service delivery units / places of the Company where business is transacted. The customers can also access the policy on company website via https://www.herofincorp.com/company-policies