OMBUDSMAN SCHEME

In order to provide an effective system for redressal of customer complaints, the Reserve Bank of India (RBI) has launched the Integrated Ombudsman Scheme, 2021 (“Integrated Scheme”), which unifies the earlier Ombudsman schemes into a single framework for expeditious and cost-effective resolution of grievances against RBI-regulated entities. The Integrated Scheme adopts the principle of “One Nation One Ombudsman”, making the mechanism jurisdiction-neutral.

Monk Capital Pvt Ltd (RBI Registered NBFC, Regn. No. N-09.00457) has adopted the Integrated Scheme and is committed to ensuring that our customers are aware of the remedies available under it.

Scope of the Integrated Scheme

The Integrated Scheme lays down:

Powers and functions of the Ombudsman.
Procedure for filing and resolving customer grievances.
Jurisdiction of the Ombudsman (now centralized and jurisdiction-neutral).

Customer Awareness

The Integrated Scheme can be accessed on the RBI website: Integrated Ombudsman Scheme, 2021.
Copies of the Scheme are also available at the office of the Principal Nodal Officer / Grievance Redressal Officer of Monk Capital Pvt Ltd.

Internal Grievance Redressal

Monk Capital gives utmost importance to customer satisfaction and has set up a structured grievance redressal mechanism. Customers are encouraged to first escalate complaints internally by contacting our Grievance Redressal Officer (GRO):

Grievance Redressal Officer
Monk Capital Pvt Ltd
The Platina, B-406, Sy No. 132, 134, H. No. 4-50/1,
Gachibowli, K.V. Rangareddy, Seri Lingampally, Telangana – 500032
Email: gro[at]monkcapital[dot]in
Phone: +91 [63091 - 48333]

Complaints will be acknowledged within 48 hours and resolved within 30 days, subject to the nature of the issue.

Escalation to RBI Ombudsman

If a customer is not satisfied with the Company’s response, or if the complaint is not resolved within 30 days, they may approach the RBI Ombudsman through any of the following channels:

Online: RBI Complaint Management System (CMS Portal)
Email: crpc@rbi.org.in
Physical: Centralised Receipt and Processing Centre (CRPC),
4th Floor, Reserve Bank of India, Sector 17, Chandigarh – 160017
Toll-Free Helpline: 14448 (available 24x7; 8:00 am – 10:00 pm, Mon–Sat except National Holidays)