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Grievance Redressal Policy

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Grievance Redressal Procedure

Updated: June 24, 2026

At Mudra Junction Private Limited ("MJPL/Company"), we have established a multi-level complaint/grievance redressal mechanism system duly approved by the Board of Directors. The details of the same are mentioned below:

Registered Office

D/274, Vibhuti Khand,
Gomti Nagar, Lucknow - 226010,
Uttar Pradesh, India

Email

Info@mudrajunction.com

1

Level 1

Branch Manager

At the initial level, the complaint is to be reported to the Branch Manager who shall make an entry in the complaint/grievance register along with details of the complaint.

Resolution Time: The complaint shall be resolved within 15 days of receipt of the complaint.
2

Level 2

Grievance Redressal Officer

If the customer is not satisfied with the response of the Branch Manager to his complaint/grievance, then he can approach the Grievance Redressal Officer of the Company.

Grievance Redressal Officer

Name: Miss. Neha Pandey

Designation: HR Head

Contact: +91 91514 88826

Email: Info@mudrajunction.com

Timeline

Acknowledgment: Within 7 days of receipt

Resolution: Within 30 days of receipt

The acknowledgement should contain the name and designation of the official who will deal with the grievance. Best efforts shall be made to dispose off the complaint/grievance within 30 days of receipt along with sufficient explanation.

3

Level 3

Business Head

If the customer is not satisfied with the response of the Grievance Redressal Officer then he can approach the Business Head of the Company.

Resolution Time: The complaint/grievance shall be resolved within 30 days of receipt along with sufficient explanation if the query cannot be resolved.

Contact: Info@mudrajunction.com or send a letter to the registered office.

Escalation to National Housing Bank (NHB)

In case the customer is dissatisfied with the response received from the Company or did not receive any response from the Company within the above said time-limit (i.e. 30 days), the customer may approach the Complaint Redressal Cell of National Housing Bank (NHB) for HFCs.

Online Mode

Lodge complaints online at:

NHB GRIDS Portal
Offline Mode

Send complaint in prescribed format available at NHB website to:

NHB Address

To: Complaint Redressal Cell

Department of Regulation and Supervision

National Housing Bank (NHB)

4th Floor, Core 5-A, India Habitat Centre

Lodhi Road, New Delhi - 110003

Website: https://grids.nhbonline.org.in

Important Information

  • Written Complaints: If a complaint has been received in writing from a customer, the Company shall endeavor to send him/her an acknowledgement/response within a week. The acknowledgement should contain the name & designation of the official who will deal with the grievance.
  • Phone Complaints: If the complaint is relayed over phone at the Company's designated telephone helpdesk or customer service number, the customer shall be provided with a complaint reference number and be kept informed of the progress within a reasonable period of time.
  • Final Response: After examining the matter, the Company shall send the customer its final response or explain why it needs more time to respond and shall endeavor to do so within six weeks of receipt of a complaint.
  • Outsourced Agencies: In accordance with the RBI Master Directions and MJPL's Model code of Conduct for DSAs, the aforesaid grievance redressal machinery of the Company shall also deal with the issues relating to services provided by the out-sourced agency.

Public Display

The Grievance Redressal Mechanism System (e-mail id and other contact details at which the complaints can be lodged, turnaround time for resolving the issue, matrix for escalation, etc.) has been duly displayed outside every branch, corporate/registered office and the website of the Company.

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