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:
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.
If you are a customer or business partner of Home Credit India, you can raise your concern to the Ombudsperson in case you are not happy with the resolution provided or your concern has been ignored or you want total confidentiality for the reported concern.
Ombudsperson can be reached within one year of the occurrence of the Incident or when the Incident was detected by the concerned party.
If you wish to remain anonymous, we will work with you to find a way to address your concerns in a way that does not compromise your identity whenever possible. The best way to remain anonymous is contacting us by email or by sending us a written complaint addressed to Ombudsperson at Home Credit India.
There are various ways to contact the ombudsperson. They can be contacted either by email or letter.
You can contact the Ombudsperson via:
Home Credit India Finance Private Limited,
Infinity Towers, Tower C, 3rd floor, DLF Phase-2, Gurgaon-122001, India
We encourage you to contact the Ombudsperson ONLY if you feel that you have not been given a justified resolution to your concern or your concern has been ignored by the standard complaint resolution process.
If you are a customer, as per the standard process you should first raise your concern at Care@homecredit.co.in or call on our care helpline +91 - 124 - 662 – 8888
Similarly, if you are our business partner, as per the standard process, you should first raise the concern at Partner@homecredit.co.in or call at Partner helpline number.
If you are still not happy with the resolution or you get no resolution within the committed turnaround time, or you feel the need to remain completely anonymous, you can then escalate the concern to the Ombudsperson.
The purpose of Ombuds office is to provide you with a confidential and safe place to discuss your concerns and to think about various options to effectively resolve them.
Ombuds office will guide you on communication and conflict resolution skills and provide you information about your rights, responsibilities and available resources so that you are in a better position to help yourself manage the situation.
Home Credit India Ombudsperson acts as appellate authority for customers and business partners, who want the decision taken by Home Credit India to be reviewed or want a solution to their concerns.
The decision of the Ombudsperson office shall be binding to all the parties.
The identity of the complainant will be kept confidential. It will be disclosed only where strictly necessary, or when there is an overriding need for such disclosure. Any requirement for disclosure will be notified to and its implications discussed with the complainant in advance.
Yes. The complainant can be filed by an authorized representative on behalf of the complainant in certain situations where the complainant himself/herself is incapable of raising the same.
A complaint in Ombudsperson office through a lawyer/advocate is not acceptable.
The Ombudsperson assumes responsibility for the necessary investigation involving various internal/external parties and all the information will be kept confidential unless it is required otherwise to establish a fact or where we see a threat of imminent danger to self or other parties.
Wherever legally tenable and possible for the organization to share the information without impacting the ongoing investigation, the ombudsperson may inform the whistle blower of the internal investigator's findings.
In case both parties agree for mediation, the Ombudsman shall give his recommendation and close the matter within a max period not exceeding 30 days.
Once the decision is taken, it is communicated to the complainant in written either through email or letter. It is open to the complainant to accept the solution in full and final settlement of his complaint or to reject it.
If the solution set is acceptable to the complainant, he is required to confirm the same in written whether through email or letter.
Yes, a complainant can make a written request to the Ombudsperson, for extension of time with the reasons for seeking such extension along with justification if any.
If the complaint of the Customer is not redressed within 1 month from the lodging of complaint with Home Credit India, the Customer may appeal to the Office of Ombudsman, RBI through their Online portal or in writing as per details available on RBI website.