Toll free: 1800 266 2111
Contact us
Registered Office:
JJT House Plot No. A/44-45,
Road No.2, M.I.D.C., Andheri (E),
Mumbai – 400 093, India.
T: +91 22 4933 1111
F: +91 22 2830 2531 / 32
Corporate Office:
ROHA Housing Finance Pvt. Ltd.
Unit No. 1117 & 1118, 11th Floor,
World Trade Tower, Sector – 16,
Noida – 201301, Uttar Pradesh. India.
T: +91 120 6877 600
MODES OF RAISING COMPLAINT
The customers may raise their complaint in writing, orally, electronically, through website or over telephone. Any customer having grievance/ complaint/ feedback with respect to the product and services offered by RHFPL may write to the Company’s Customer Service Department through any of the following channels:
- Call at: 1800 266 2111
- Email ID: customerservice@rohahousing.com / grievances@rohahousing.com
- Write a letter: Roha Housing Finance Private Limited, A-45, 2nd Floor, Civtech Building, Noida Sec-4, Noida-201301
- Website: www.rohahousing.com
Grievance Redressal Mechanism
Level 1: Modes of Raising Complaint
A customer may raise complaint in writing, orally, electronically or over telephone:
| Complaint in Person | A complaint register is available at the branches. A customer can record his/her grievances therein or drop a complaint in the boxes during working hours (10:00 AM to 6:00 PM). |
| Call Us | Complaints can be logged at our Call Centre via Toll-Free: 1800 266 2111 |
| customerservice@rohahousing.com / grievances@rohahousing.com | |
| Write to us | Customer care Cell, Roha Housing Finance Private Limited, A-45, 2nd Floor, Civtech Building, Noida Sec-4, Noida-201301 |
| Website | Complaints can be lodged on www.rohahousing.com by filling out the online application form. |
Level 2: Escalation to Grievance Redressal Officer (GRO)
If the resolution of complaint provided at level 1 does not meet expectation or response is not received within the defined timescales, such complaints may be escalated to Grievance Redressal Officer (GRO) of the Company at the below mentioned details:
Name: Mr. Mrinal Agarwal (Grievance Redressal Officer)
Email ID: GRO@rohahousing.com / mrinal.agarwal@rohahousing.com
Contact No: 18002662111 / 9987244443
Address: Roha Housing Finance Private Limited, A-45, 2nd Floor, Civtech Building, Noida Sec-4, Noida-201301
On registration of a complaint, the Grievance Redressal Officer (GRO) shall provide acknowledgement/response within seven working days to the complainant along with unique complaint identification number and request the complainant to use the number in all future conversation and correspondence. The acknowledgment letter shall contain the name and designation of official who will deal with the grievance. If the complaint is relayed over the phone at company’s helpdesk or customer service number, the customer shall be provided with complaint reference number and be kept informed of the progress within a reasonable period. After examining the matter, the company shall send the customer its final response within a maximum of 30 days. If more time is required, in the interim, the company will inform the expected timeline to such customer, and he/ she should be informed how to take
his/ her complaint further if he/ she is still not satisfied.
Level 3: Escalation to MD & CEO
If the customers are not satisfied or do not receive any reply even from the Grievance Redressal Officer, he/she may prefer an appeal to the Managing Director & Chief Executive Officer (MD & CEO) of the Company within a period of 30 days from the date of decision intimated to the customer/appellant at the below mentioned details:
Mr. Sunil Kapoor
Managing Director and Chief Executive Officer
Roha Housing Finance Private Limited
A-45, 2nd Floor, Civtech Building, Noida Sec-4, Noida-201301
Email: ceo.hf@rohahousing.com
Note: This Grievance Redressal Machinery will also deal with the issue relating to services provided to the outsourced agency.
National Housing Bank (NHB)
In case, a complaint is not redressed or the customer is dissatisfied with the response received, the customer may approach the Complaint Redressal Cell of the National Housing Bank by lodging its complaint in online mode at the link https://grids.nhbonline.org.in OR in offline/ physical mode by post, to the following address:
The Complaint Redressal Cell,
Dept. of Regulation and Supervision,
National Housing Bank,
4th Floor, Core- 5A, India Habitat Centre,
Lodhi Road, New Delhi-110003
