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At Everlight Holdings Pvt Ltd, we are dedicated to providing exceptional financial services while ensuring that our clients have a seamless and satisfactory experience. As a trusted NBFC with over 35 years of experience, we understand that concerns or issues may arise from time to time. Our Grievance Redressal Policy is designed to address your complaints efficiently, transparently, and fairly, ensuring that your voice is heard and your concerns are resolved promptly. This policy outlines the process for submitting grievances, the steps we take to resolve them, and your options for escalation if needed. We are committed to maintaining trust and upholding the highest ethical standards in all our operations.
Everlight Holdings Pvt Ltd is an RBI-registered Non-Banking Financial Company (NBFC) with ICC classification (Base Layer), headquartered at 6 Brabourne Road, 4th Floor, Kolkata, West Bengal 700001. Since our establishment in 1989, we have been offering financial services such as business loans, credit lines, financial analysis, taxation planning, investment trading, and financial partnership solutions to both B2B and B2C clients. We hold the Corporate Identification Number (CIN) U65993WB1989PTC046526 and operate in strict compliance with RBI guidelines. We do not accept public deposits, ensuring full transparency in our operations. You can reach us at everlightnbfc@gmail.com or +91 78388 01660, Monday to Saturday, 9:45 AM to 6:30 PM.
The purpose of this Grievance Redressal Policy is to provide a structured and transparent mechanism for addressing complaints or concerns related to our services, website, or interactions with our team. As an NBFC, we are committed to complying with the Reserve Bank of India’s guidelines on fair practices and customer service, including the requirement to have a robust grievance redressal mechanism. This policy ensures that your concerns—whether about a loan application, repayment issue, or customer service experience—are handled with care and resolved in a timely manner. It also outlines your rights and the steps you can take if you are not satisfied with the resolution provided.
This Grievance Redressal Policy applies to all clients, website users, and individuals who interact with Everlight Holdings Pvt Ltd, whether through our financial services, website, email, phone, or in-person visits to our Kolkata office. It covers complaints related to:
For example, if you experience a delay in receiving funds after your business loan is approved, you can use this policy to raise a complaint. This policy does not cover disputes that are already under legal proceedings or matters outside our control, such as third-party services (e.g., delays by a payment processor).
We have made it easy for you to raise a complaint or concern with us. You can submit your grievance through any of the following channels:
When submitting a grievance, please provide as much detail as possible, including relevant dates, transaction IDs (if applicable), and supporting documents (e.g., loan agreement, email correspondence). For instance, if your complaint is about an incorrect interest rate charged on your credit line, include your loan ID and a copy of the statement showing the discrepancy. This helps us investigate and resolve your issue more efficiently.
We follow a structured process to ensure that your complaint is handled promptly and fairly:
We are committed to resolving most complaints within 15 business days. However, in cases involving third parties (e.g., credit bureaus) or complex issues, resolution may take up to 30 days, and we will keep you informed throughout the process.
If you are not satisfied with the resolution provided, or if your grievance is not addressed within the specified timeline, you can escalate the matter to our senior management:
For example, if your grievance about a loan repayment issue is not resolved to your satisfaction, you can escalate it to our GRO, and if needed, to the RBI Ombudsman for further review.
Everlight Holdings Pvt Ltd is committed to treating all grievances with fairness, impartiality, and transparency. We adhere to the RBI’s Fair Practices Code for NBFCs, ensuring that your complaint is handled without bias and in a manner that upholds your rights as a customer. Our team of 25+ professionals is trained to address concerns with professionalism and empathy, ensuring that your experience with us remains positive. We do not charge any fees for submitting or resolving a grievance, and we encourage you to reach out to us with any concerns, no matter how small.
We understand the sensitive nature of financial complaints and ensure that your grievance is handled with the utmost confidentiality. All information you provide during the grievance process will be used solely for the purpose of resolving your complaint and will be protected as per our Privacy Policy. For example, if you submit a complaint about a taxation planning service, the details will only be shared with the relevant team members involved in resolving the issue. We comply with the Information Technology Act, 2000, and other applicable laws to safeguard your data during the grievance process.
We may update this Grievance Redressal Policy from time to time to reflect changes in our processes, legal requirements, or RBI guidelines. We encourage you to review this policy periodically to stay informed about our grievance redressal process. Your continued use of our services after any changes constitutes your acceptance of the updated policy.
If you have a grievance or need assistance with the process, please feel free to reach out to us:
We are here to assist you and ensure that your concerns are addressed promptly and fairly.