Sachet - RBI Guidelines

As per RBI Master Directions on NBFCs

🏛️ Important RBI Notice

Reserve Bank of India does not accept any responsibility for the correctness of any of the statements or representations made or opinions expressed by Agrim Fincap Private Limited, and does not provide any assurance for repayment of the deposits/loans.

1. About Sachet Portal

Sachet is the centralized web-based customer grievance redressal system of the Reserve Bank of India (RBI). The portal enables customers of banks, NBFCs, and other RBI-regulated entities to lodge their complaints online.

2. When to Use Sachet

2.1 After Internal Grievance Process

  • You have already complained to Agrim Fincap directly
  • You have not received a reply within 30 days
  • You are not satisfied with the resolution provided
  • The grievance remains unresolved after escalation

2.2 Types of Complaints Covered

  • Loan processing delays and issues
  • Unfair lending practices
  • Excessive interest rates or hidden charges
  • Harassment by recovery agents
  • Non-adherence to fair practice code
  • Data privacy and confidentiality breaches

3. How to File Complaint on Sachet

Step 1: Visit Sachet Portal

Go to cms.rbi.org.in and click on "Lodge a Complaint"

Step 2: Entity Selection

Select "NBFC" and choose Agrim Fincap Private Limited

Step 3: Fill Details

Provide complaint details, supporting documents

Step 4: Track Status

Use complaint reference number to track progress

4. Required Information for Complaint

4.1 Personal Details

  • Full name and contact information
  • Customer ID or loan account number
  • Email ID and mobile number
  • Preferred communication mode

4.2 Complaint Details

  • Nature of grievance (select from dropdown)
  • Detailed description of the issue
  • Date when issue first occurred
  • Amount involved (if applicable)
  • Resolution sought

4.3 Supporting Documents

  • Copy of complaint sent to Agrim Fincap
  • Acknowledgment or response received
  • Relevant loan documents or agreements
  • Email correspondence and SMS screenshots

5. Our Internal Grievance Mechanism

5.1 Three-Tier System

Tier 1: Branch/Online

Customer service team resolves within 7 days

Tier 2: Grievance Officer

Escalation handled within 15 days

Tier 3: Principal Officer

Final internal review within 30 days

5.2 Contact Details

Grievance Officer:

Name: Mr. Rajesh Sharma

📧 Email: info@agrimfincapindia.com

📞 Phone: +91 98733 32713

Principal Officer:

Name: Ms. Priya Gupta

📧 Email: info@agrimfincapindia.com

6. Fair Practice Code

6.1 Our Commitments

  • Transparent loan terms and conditions
  • Fair interest rates without hidden charges
  • Respectful customer treatment
  • Privacy and confidentiality of customer data
  • Ethical collection practices

6.2 Customer Rights

  • Right to receive loan agreement in vernacular language
  • Right to receive annual percentage rate (APR) information
  • Right to receive loan card/repayment schedule
  • Right to approach grievance redressal mechanism

7. Dos and Don'ts for Recovery

7.1 What We Will Do

  • Send proper notice before initiating recovery
  • Recovery agents will carry proper authorization
  • Contact during reasonable hours (8 AM to 7 PM)
  • Maintain decency and respect customer dignity

7.2 What We Will Not Do

  • Use intimidation, harassment, or abusive language
  • Make recovery calls to customer's office without permission
  • Contact third parties about your loan details
  • Use muscle power or criminal intimidation
  • Take possession of your assets without legal authority

8. RBI Ombudsman Scheme

8.1 Who Can Approach

  • Individual customers (not corporates)
  • After exhausting internal grievance process
  • Complaint should be filed within 1 year of incident
  • Dispute value should not exceed ₹20 lakhs

8.2 Ombudsman Contact

RBI Ombudsman - New Delhi

Reserve Bank of India

Ombudsman Scheme Office

Sector 3, R.K. Puram, New Delhi - 110066

📧 Email: nbfcombudsman@rbi.org.in

📞 Phone: 011-26160014

9. Regulatory Compliance

9.1 RBI Registration

  • Company Name: Agrim Fincap Private Limited
  • RBI Registration: NBFC-14.03268
  • CIN: U74899DL1995PTC067419
  • Date of Registration: Since 2001

9.2 Compliance Measures

  • Regular compliance monitoring and reporting
  • Annual compliance certificate submission
  • Internal audit and risk management systems
  • Board oversight and governance framework

10. Useful Links