Customer Complaint Resolution Flowchart
This flowchart outlines the standard process for receiving, assessing, resolving, and closing customer complaints while ensuring timely communication and escalation where required.
Customer complaint received through
- In-person: At the branch office or any other office of the Company
- Grievance Box: Available at each branch for written submissions
- Through Email: customerfirst@nestaviahomefin.com
- Toll Fee Customer Care Number: 1800 569 7070
- Through Website: https://nestaviahomefin.com/customer-request/
↓
Register Complaint
Log and generate reference number
↓
Acknowledge Customer
Share reference number and expected timeline within 2 working days
↓
Assess Severity
Classify category, impact, sensitivity, and owner
| Nature of Complaint | Expected Resolution Time |
|---|---|
| General inquiry or issue | Within 2 working days |
| Loan disbursement or EMI related issue | Within 3–7 working days |
| NOC, foreclosure, return of original documents etc. | Within 7–10 working days |
| Complex or legal matters | Up to 30 working days |
↓
Decision: Can Frontline Resolve?
Yes → Resolve immediately | No → Escalate to HO for investigation
↓
Investigate Complaint
Review records, communication, policy, and root cause
↓
Decision: Is Complaint Valid?
Yes → Corrective action | No → Explain with supporting facts
↓
Approve Resolution
Obtain approval where financial, regulatory, or exception impact exists
↓
Communicate Outcome
Inform customer of action taken and escalation options.
If a longer resolution time is required based on the situation and the circumstances which may be beyond the control of the Company, then interim updates shall be provided to the customer on a regular basis.
↓
Decision: Customer Satisfied?
Yes → Close complaint | No → Escalate to review of Grievance Redressal Officer (GRO)
↓
Close Complaint
Record closure details, evidence, and customer confirmation
↓
Root Cause Review
Identify recurring issues and preventive actions
↓
END
Complaint resolved, closed, monitored, and reported
Level 3: NHB – Grievance Redressal
After waiting for reasonable time (i.e., thirty working days) from the date of his/her complaint, if customer feels his/her grievance has not been resolved to his/her satisfaction, or where he/she has not received response from the Company within the said period, he/she may approach the National Housing Bank (NHB) at their following address:
To
The General Manager
National Housing Bank – Complaint Redressal Cell
4th Floor, Core 5A, India Habitat Centre, Lodhi Road,
New Delhi – 110003
Alternatively, Customer may lodge complaint to NHB through their online grievance lodging system also, called ‘GRIDS’ (Grievance Registration & Information Database System) through the link at https://grids.nhbonline.org.in/
