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In line with our value of being 'Fair and Approachable', at Home Credit India the Office of Ombudsperson helps people express concerns, resolve disputes, manage conflicts, and help learn more productive ways of communicating. The Ombuds Office serves as an independent, confidential, neutral and informal resource to all its customers, partners and employees. The Ombuds Office seeks to promote a fair conflict management system and supports systemic changes to achieve this goal. In often challenging circumstances we look for common ground, fair solutions.
*This office uses all five terms—Ombuds office, Office of the Ombudsperson, Ombuds, Ombudsperson, and Ombudsman
The office of an ombudsperson is a safe harbour. There is no vengeance here. There are no losers. Simply fair process, valuing difference in the many ways it presents. We strive for the restoration of human dignity, of personal well-being
The office of Ombudsperson plays 3 important roles:
At Office of the Ombudsperson, we listen to understand issues while remaining neutral with respect to the facts. The ombudsperson doesn’t listen to judge or to decide who is right or wrong. The ombudsman listens to understand the issue from the perspective of the individual. This is a critical step in developing options for resolution. We assist in reframing issues and developing and helping individuals evaluate options. This helps individuals identify the interests of various parties to the issues and helps focus efforts on potential options to meet those interests. We refer individuals to appropriate resolution resources. An ombudsman may refer individuals to one or more formal organizational resources that can potentially resolve the issue. The Ombudsperson will treat all disclosures in a confidential and sensitive manner. Only exception to this rule is where there appears to be imminent risk of serious harm and where there is no other reasonable option
The identity of the person raising the concern will be kept confidential so long as it does not hinder or frustrate the investigation process. However, the investigation process may reveal the source of the information on a 'need-to-know-basis' and, under exceptional circumstances only to the parties privy to the case and other competent people, the person making the disclosure may be required to furnish written statement during the course of an enquiry not amounting to any legal statement as part of evidence. The decision of the Ombudsperson office shall be binding to all the parties
Identifies new issues and opportunities for systemic change for the organization. The unique positioning of the ombudsperson serves to provide unfiltered information that can produce insight to issues and resolutions. The ombudsperson is a source of detection and early warning of new issues and a source of suggestions of systemic change to improve existing processes
If you feel that your concern has not been fairly addressed or has been ignored or we have failed to comply with some of the principles that we commit to, and you wish to escalate the same, you may reach out to our Ombudsperson
You can email us all your queries, concerns and suggestions at
You can send your queries, concerns, and suggestions in writing through a letter to:
The Ombudsperson,
Home Credit India Finance Private Limited,
Infinity Towers, Tower C, 3rd floor, DLF Phase-2, Gurgaon-122002, India
An Ombudsperson is a neutral person who can assist in resolving concerns in an informal, confidential and independent manner. The Ombudsperson provides conflict resolution and problem-solving services to the customers and business partners’ of Home Credit India.
