India Shelter Home Loan Customer Care Number
1800 572 8888
Grievance Redressal
Existing borrowers of India Shelter Home Loan can approach the below mentioned channels for grievance redressal related to the housing finance company’s (HFC) service delivery:
Level 1
Home loan customers who wish to register their complaints can visit the branch or call on the India Shelter Home Loan customer care number mentioned above. They can also send an email to customer.care@indiashelter.in or submit their grievances on the HFC’s website. Customers should provide the loan account number, type & details of the grievance, query or suggestion along with their phone no. and e-mail id while lodging their complaint with the HFC.
The Turn Around Time (TAT) for home loan related complaints are as follows:
| Complaint | TAT (working days) |
| EMI issues | 7 days post receipt of customer query |
| Statement of account or foreclosure of own funds | 21 days of receiving the customer’s request |
| Foreclosure of balance transfer | 21 days of receiving the customer’s request |
| Dispatch of property papers | 15 days from date of receipt of bouncing charges or loan closure date (whichever is later) |
| Refunds | 7 days from date of refund received from insurer or date of request for refunds |
| Sanction to disbursement | 30 days post the clearance of sanctions and any other conditions |
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Level 2
Home loan customers can escalate their complaint to the Branch Head or Call-Centre Manager if the reply provided at Level 1 is not satisfactory or they do not receive any response to their query. The Branch Head is available at the respective branch. The complainants can also get in touch with the Call-Centre Manager through the India Shelter Home Loan customer care number mentioned above for registering their complaint.
Level 3
Complainants can approach the Chief Grievance Redressal Officer (CGRO) if their query is not resolved or they do not receive a response at Level 2. They can send a mail at cgro@indiashelter.in or write to the CGRO with their complaint at the below address:
Rohit Gaur
The Chief Grievance Redressal Officer,
India Shelter Finance Corporation,
6th Floor, Plot No. 15,
Sector 44, Gurgaon – 122002, Haryana
Contact: 0124-4131890
The HFC should provide preliminary remarks or acknowledgement to the aggrieved customer within 7 days at every level of the grievance redressal matrix and final response within 6 weeks depending on the type of grievance. In case the HFC requires more time to resolve the complaint, it should inform the expected timeline to the customer.
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Level 4
If the aggrieved customer doesn’t get any response from the HFC within the stipulated timeline or is not satisfied with the resolution provided, he can raise the matter with the National Housing Bank (NHB) through any of the following methods:
- Register their grievance through Grievance Registration & Information Database System (GRIDS), NHB’s online grievance handling portal or,
- Send their complaint in a prescribed format (available on NHB’s website) to the following address:
The Grievance Redressal Department,
National Housing Bank,
Core 5A, India Habitat Centre,
Lodhi Road, New Delhi – 110003
Note: Last checked on 11th July 2024