info@jagaranmf.com / Webmail



Grievance Redressal Mechanism


Grievance Redressal Mechanism for customers and the procedure the employees at JAGARAN need to follow when such a complaint arises. 


Considering customer profile, their literacy level and vulnerability, JAGARAN has identified various channels of sourcing customer complaints proactively. 

Customer Enquiries / Complaints received at field

Customers can submit their written or verbal enquiries / complaints to any Jagaran staff who meets them at any forum such as center meetings, CGTs, GRTs, exit interviews and centre leader’s meetings etc. These enquiries / complaints shall be forwarded to Branch Manager / Assistant Branch Manager of the branch or Grievance Redressal Cell of H.O. if needed, for further follow up and resolution. 

Customer walk at branches: 

  1. Verbal Complaints – BM / ABM or RO will record the complaints and provides the solutions 
  1. Written Complaints – Customer can obtain Complaint Form and fill her complaint details (branch staff will assist if customer is not literate), all written complaint forms shall be sent to Grievance Redressal Cell of Head Office through post/courier. Branches should keep minimum 2 hard copies of customer complaint forms. 

Borrower Call - ins: 

Borrower calls to branch’s phone number – BM/ABM or RO of the branch will record the complaint, does follow ups and provides the resolution. 

Customer calls to Grievance Redressal Cell Number – Helpdesk representatives will record the complaint, escalate to supervisors who can resolve problem and provides customer with solution.

If the solution of the complaint is not provided within 30 days the customer may escalate it to The Officer In charge , Regional Office, Department of Non-Banking Supervision, Reserve Bank Of India, 15 N.S. Road, Kolkata -700001. 


  1. Turn- around Time: -

All complaints will be resolved within specified time at each level mentioned herein below: 

  • Branch level – BM/ABM &R.O. – 2 working days
  • Head Office Level - Help Desk:- 3 working days
  • Grievance Redressal Cell – 5 working days 
  1. b) Escalation:- 

All complaints which are not resolved within 3 working days from receipt of customer complaint by BM/ABM or R.O. should be escalated to Grievance Redressal Officer of the Head Office. Grievance Redressal Officer should provide the resolution to customer within 5 working days from the receipt of the complaint. Any delays in this regard should be escalated to the MD/CEO of the company. 

  1. c) Assessing completeness of resolution: - 

Repeated Complaints: - Each time a customer calls, there must be check to determine whether the call is regarding a new issue or a “follow up” call. Each personnel who receive the complaint must ensure that a follow up call can be traced back to the original call using the call reference number or the customer details. There must be immediate action and resolution sought in case of repeated complaints Cross Check. 


Customers who wish to send their complaint/feedback over any issue can use the following channels within 10.00 am &  6 pm on Working days. 


Members can call the Relationship Officer/Branch Manager at (Local Branch Contact number) 


If any customer is not satisfied with the response received at the branch level or if she doesn’t receive a response within 2 days from branch, she is requested to call /contact our Nodal Officer/Help Desk at Head Office to register her complaints as mentioned hereunder: 

Toll Free Number: 18003450100


Land Line Number: 033-22628207 


If any customer is not satisfied with the response received from Nodal Officer or Help Desk within 3 days then she can escalate the matter to Grievance Redressal Officer. The contact number is mentioned here under: 

Contact details of Grievance Redressal Officer as under:

Grievance Redressal Officer

Jagaran Microfin Pvt Ltd

38 Hemanta Basu Sarani, 5th Floor

Kolkata -700 001

Contact Number: +91-8017523771

Email: customercare@jagaranmf.com 

Level 4: 

MFIN Toll Free Number: 18002700317 

Level 5: 

Department of Non Banking Supervision , RBI

5th Floor, 15, N.S. Road,



Current Out Reach

 Key Operational Statistics as on 30th Nov 2018.
 Gross Loan Portfolio (Rs. Cr.) 318.06
BC Portfolio (From IDBI Bank)(Rs.Cr.) 16.29
No. of States 5
No. of districts 27
No. of Branches 108
No. of Active members 2,78,358
Loan Amount Disbursed during this period of 2018-19 351.07
Average O/S Loan (INR) 16,013
Regular Repayment Rate 99.69%
Number of Employees 645+

Ratings and Grading


Rating / Grading Month

Rating / Grading / COCA

Rating / Grading / Score


May, 2018




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August, 2018




August, 2018



Our Philosophy

Service Excellence: Provide unfailing service at the right place and at the right time.

Product Offering: Listen to the market and offer practical solutions.

Support and Guidance: Understand problems and assist members whenever required.

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