We ensure prompt redressal of all complaints and use it for effecting necessary changes to improve the services further. In case of any complaint/grievance, the borrowers / customers including the applicants with disability (ies) may contact through any of the following channels:
Ms. Shivali Shinde
Grievance Redressal Officer shall endeavor to provide the borrower / applicant with the resolution / response to the queries / complaints / grievances received from them within a period of minimum 15 days and maximum 30 days from the day of the receipt of the of the complaint / grievances.
After examining the matter, it would be Company’s endeavor to provide the Borrower with our response, within a period of six (6) weeks from the receipt of such complaint/grievance.
If the customer does not receive response from the Company or is dissatisfied with the response received, the complainant may approach the Complaint Redressal Cell of National Housing Bank by lodging his complaint in Online mode at the link
National Housing Bank,
The above mentioned Grievance Redressal Mechanism is also available at Company’s website at
Edelweiss Housing Finance Limited (EHFL/Company) is a Housing Finance Company registered with National Housing Bank (NHB) and is engaged the business of providing Home Loans and other loans to its customers. Such credit facility is extended to different types of customers, which include Individuals, Partnership Firms, Companies and other Corporate/Legal Entities.
The Company have framed and adopted a Fair Practices Code “Code” which sets the principles for fair practice standards when dealing with customers. The Code has been reviewed and revised based on the Master Circular on Fair Practices Code issued by National Housing Bank on July 1, 2016.
The Code has been developed to:
All parts of this Code apply to all the products and services, whether they are provided by the Company or subsidiaries across the counter, over the phone, by post, through interactive electronic devices, on the internet or by any other method.
(a) At the time of sourcing a Loan Product, we will provide Information about the interest rates applicable, as also the fees/charges, if any, payable for processing, pre-payment options & charges, if any, & any other matter which affects the interest of the borrower, so that a meaningful comparison with those of other lenders can be made & informed decision can be taken by the borrower.
(b) We shall transparently disclose to the borrower all information about fees / charges payable for processing the loan application, the amount of fees refundable if loan amount is not sanctioned / disbursed, pre-payment options and charges, if any, penalty for delayed repayment if any, conversion charges for switching loan from fixed to floating rates or vice versa, existence of any interest re-set clause and any other matter which affects the interest of the borrower. We would also ensure that such charges/ fees are non-discriminatory.
(c) We shall issue an acknowledgement receipt for all loan applications. Loan applications shall be disposed of within such time as may be mutually agreed between the borrower and the Company from the date of receipt of the application form complete in all respects.
(a) Normally all particulars required for processing the Loan Application shall be collected by us at the time of Application. In case we need any additional information, the Customer would be told that he would be contacted immediately again.
(b) The customer would be informed by means of written or electronic mode of the amount of loan sanctioned or otherwise, the amount of loan sanctioned along with all terms and conditions including annualized rate of interest, method of application, EMI structure, prepayment charges etc. and customers’ acceptance of such terms and conditions will be obtained.
(c) We shall provide the Copies of all the Loan Documents executed by the Customer along with a copy each of all enclosures quoted in the Loan Document on request.
If the Company is not in position to provide the loan to the customer, the Company shall communicate the reason (s) in writing through letter or through electronic mode for rejection.
a) We shall disburse the loans in accordance with the disbursement request made by the customer or the disbursement schedule given in the Loan Agreement/ Sanction Letter;
b) We shall give notice to the Customer of any change in the terms and conditions including disbursement schedule, interest rates, service charges, prepayment charges, other applicable fee/charges etc. We shall also ensure that changes in interest rates and charges are effected only prospectively. A suitable condition in this regard shall be incorporated in the loan agreement.
c) If such change is to the disadvantage of the customer, then the customer may within 60 days of such change and without notice close their account or switch it without having to pay any extra charges or interest.
d) Before taking a decision to recall / accelerate payment or performance under the Agreement or seeking additional securities, we shall give notice to borrowers in consonance with the Loan Agreement.
e) We shall release all Securities within 30 days of repayment of all dues or on realization of the outstanding amount of loan subject to any legitimate right or lien for any other claim that we may have against the borrower. If such right of set off is to be exercised, the borrower shall be given a prior notice about the same with full particulars about the remaining claims & the conditions under which we are entitled to retain the securities till the relevant claim is settled / paid.
f) The Company shall not charge foreclosure charges/ pre-payment penalties on any floating rate term loan sanctioned for purposes other than business to individual borrowers, with or without co-obligant(s).
When a person intends to be Guarantor for a loan, he / she will be informed about:
We shall keep him / her informed of any material adverse change/s in the financial position of the borrower for whom he / she stands as a Guarantor.
All personal information of customers shall be treated as private and confidential [even when the customers are no longer customers], and shall be guided by the following principles and policies. We shall not reveal information or data relating to customer accounts, whether provided by the customers or otherwise, to anyone, including other companies / entities in our group, other than in the following exceptional cases:
the customer has fallen behind with his / her payments;
the amount owed is not in dispute; and
the customer has not made proposal following our formal demand for repayment of dues. We will intimate the customer in writing through letter or electronic mode, in such a case.
Grievance Redressal Procedure
In case of any complaint/grievance, the customer may contact our Corporate Office through any of the following channels:
Telephone: 022 – 4272 2554
Toll free : 1-800-1026371
Email/letter to the attention of:
Ms. Shivali Shinde (Grievance Redressal Officer)
Mail: Edelweiss Housing Finance Ltd, Edelweiss House, Off.
C.S.T. Road, Kalina, Mumbai- 400098.
After examining the matter, it would be our endeavor to provide the customer with our response, within a period of six (6) weeks from receipt of such complaint/grievance.
If the customer does not receive response from the Company or is dissatisfied with the response received, the complainant may approach the Complaint Redressal Cell of National Housing Bank by lodging his complaint in Online mode at the link http://grids.nhbonline.org.in or in Offline mode by post in prescribed format available at link
the following address: National Housing Bank, Department of Regulation and Supervision (Complaint Redressal Cell), 4th Floor, Core-5A, India Habitat Centre, Lodhi Road, New Delhi – 110 003.
The above mentioned Grievance Redressal Procedure is also available at Company’s website at https://www.edelweisshousingfin.com
1. Provide existing and new customers with a copy of the Code;
2. Make this Code available on request either over the counter or by electronic communication or mail;
3. Make available this Code at every branch; and on our website. It is available at https://www.edelweisshousingfin.com
4. Ensure that our staff is trained to provide relevant information about the Code and to put the Code into practice.
|Major Terms and Conditions of the_________________________ loan agreed to between:|
|(Hereinafter individually and /or collectively referred as the “Borrower/s”)|
|Edelweiss Housing Finance Limited (EHFL)|
|Purpose of Loan (Scheme)||Construction / Purchase / Extension / Renovation / Improvement / Mortgage / Plot /Composite / Commercial /Any other, please specify___________________|
|Type(Fixed or Floating or Dual)||_______________ p. a [Fixed / Variable/Dual – Annually/ Monthly]|
|Interest Chargeable||____ %p. a (_____% Reference rate -_____% margin) for floating rate loans; and/or _______________% for fixed rate loans)|
|Moratorium or subsidy|
|Date of reset of interest|
|Modes of communication of changes in interest rate(Tick the relevant mode)||Any change in interest rate would be duly communicated to the borrower at the contact details available with EHFL through SMS/ E-mail/ Courier or any other electronic mode prevalent for the time being.|
|Fees refundable if loan not sanctioned/disbursed||Processing Fee paid by customer for availing the loan is non-refundable.|
|Name of Guarantor|
|Borrower(s) Name||Edelweiss Housing Finance Limited|
EHFL is regulated by the National Housing Bank (NHB) vide Certificate of Registration (CoR) No. 03.0081.10 dt. 18/03/2010. However, NHB does not accept any responsibility or guarantee about the present position as to the financial soundness of Company or correctness of any of the statements or representation made or opinion expressed by the Company.