Raise a Complaint or Grievance

Note: This page is a template prepared for review. It should be checked and approved by the client's legal adviser before publication.

At Cine Craft Advisory, we want every customer to be treated fairly and heard properly. If something has gone wrong, please tell us. This page explains how to raise a complaint, who will handle it, how long we aim to take, and where you can go if you are not satisfied with our reply.

How to raise a complaint

You can contact us in any of these ways:

• Phone: call us on +91 89106 72572.
• In writing: send a letter to 191/202, M B Road, Nimta, Majherhati More, Kolkata, West Bengal, 700049, marked "Attention: Grievance Redressal Officer".
• In person: visit our office at 191/202, M B Road, Nimta, Majherhati More, Kolkata, West Bengal, 700049 during our working hours (Mon–Sat, 10:00 am – 7:00 pm).

To help us resolve your complaint quickly, please share:

• your name and mobile number;
• the service involved, such as a loan, buying or selling gold, investments, insurance, a registration or a legal service;
• your loan account, bill, application or reference number, if you have one;
• a short description of the problem and the date it happened; and
• copies of any relevant receipts, letters or messages.

Please do not send OTPs, passwords, PINs or full card details. We will never need them to look into a complaint.

Grievance Redressal Officer

Complaints are handled by our Grievance Redressal Officer. You can reach the officer on +91 89106 72572 (Mon–Sat, 10:00 am – 7:00 pm) or by writing to 191/202, M B Road, Nimta, Majherhati More, Kolkata, West Bengal, 700049, marked "Attention: Grievance Redressal Officer".

What happens after you complain

1. Acknowledgement: we aim to acknowledge your complaint within 2 working days, with a reference number.
2. Review: we look into the matter, check our records and, where needed, speak with you or with the relevant lender, fund house, insurer or authority.
3. Response: we aim to resolve your complaint and send you a written reply within 15 working days. If the matter needs more time, for example because a third party is involved, we will tell you why and keep you updated.

Escalation within Cine Craft Advisory

If you are not satisfied with the reply, or you have not heard from us within the time above, you can ask for the complaint to be reviewed again. Write to 191/202, M B Road, Nimta, Majherhati More, Kolkata, West Bengal, 700049 marked "Escalation", quoting your reference number. The complaint will then be reviewed by the senior management of Cine Craft Advisory LLP.

Complaints about loans

Cine Craft Advisory is not a bank or lender. Loans are given by the bank or NBFC named on your loan agreement. Every lending entity has its own grievance process, and its contact details should be shown on your loan papers.

You may raise a loan complaint with us, and we will help take it up with the lending entity. You may also complain directly to the lending entity. Where the lender is an entity regulated by the Reserve Bank of India, and your complaint is not resolved within 30 days, or you are not satisfied with the reply, you may approach the RBI under the Reserve Bank - Integrated Ombudsman Scheme. Complaints can be filed on the RBI complaint portal at cms.rbi.org.in. Please check the current eligibility conditions of the scheme before filing.

Complaints about mutual funds

For complaints about a mutual fund investment, you may first contact us and the fund house (asset management company) concerned. If the matter is not resolved, you may lodge a complaint on SEBI's complaint system, SCORES. Please check SEBI's current procedure before filing.

Complaints about insurance

For complaints about an insurance policy or claim, you may first contact us and the grievance cell of the insurance company. If the matter is not resolved, you may approach IRDAI through its Bima Bharosa grievance system, or the Insurance Ombudsman where applicable. Please check the current procedure before filing.

Beware of fraud

• We will never ask you for an OTP, password, PIN or CVV, whether by phone, SMS, email or in person.
• All loan repayments must be made only to the official bank account of the lending entity, as stated on your loan agreement, or at our office against a proper receipt.
• Do not pay cash or transfer money to any individual's personal account, even if they claim to be from Cine Craft Advisory.
• If you receive a suspicious call or message using our name, please report it to us at once on +91 89106 72572.

Changes to this page

We may update this page from time to time, for example if our processes or the applicable rules change. The updated version will be posted here with a revised "last updated" date.

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