Shimla Investment and Management Servicers Pvt. Ltd. (SIMS) is committed to addressing customer grievances promptly and effectively. This Grievance Resolution Policy outlines the process for raising and resolving complaints related to our services.
1. Purpose
The purpose of this policy is to ensure that all customer grievances are handled in a fair, transparent, and timely manner. We value your feedback and strive to improve our services based on your concerns.
2. How to Raise a Grievance
If you have a complaint or concern, you can reach out to us through any of the following channels:
- Email: Send an email to grievances@sims.com with details of your issue.
- Phone: Call our customer support at +91-XXXXXXXXXX during business hours.
- Postal Mail: Write to us at:
Shimla Investment and Management Servicers Pvt. Ltd.
Grievance Resolution Department
[Office Address], Shimla, Himachal Pradesh, India.
3. Information to Provide
To help us address your grievance effectively, please include the following details:
- Your full name and contact information.
- A clear description of the issue or concern.
- Relevant supporting documents (if applicable).
- Any previous communication or reference numbers related to the grievance.
4. Grievance Resolution Process
- Acknowledgment: We will acknowledge receipt of your grievance within 2 business days.
- Investigation: Our team will investigate the issue and may contact you for additional information.
- Resolution: We aim to resolve all grievances within 15 business days. If additional time is required, we will inform you of the expected timeline.
- Communication: Once resolved, we will communicate the outcome to you via your preferred contact method.
5. Escalation
If you are not satisfied with the resolution provided, you may escalate your grievance to our Grievance Redressal Officer:
- Name: [Grievance Redressal Officer Name]
- Email: gro@sims.com
- Phone: +91-XXXXXXXXXX
The Grievance Redressal Officer will review your case and provide a final resolution within 7 business days.
6. Regulatory Authority
If you are still dissatisfied with the resolution, you may approach the relevant regulatory authority as per applicable laws.
7. Updates to this Policy
SIMS may update this Grievance Resolution Policy from time to time to reflect changes in legal, technical, or business practices. Updates will be posted on our website with the revised effective date.
8. Contact Us
For any questions about this policy, please contact us at:
Shimla Investment and Management Servicers Pvt. Ltd.
Email: support@sims.com
Phone: +91-XXXXXXXXXX