As an RBI-licensed NBFC, Dhanam maintains comprehensive policies that govern our operations, protect our customers, and ensure regulatory compliance.
Ethical standards and professional behaviour expected of all employees, directors, and stakeholders.
Principles of fair lending, transparent communication, customer rights, and non-discriminatory practices.
Terms for gold-backed lending — purity standards, LTV ratios, auction procedures, and safe custody.
How lending rates are determined — cost of funds, risk assessment, reducing balance calculation.
Framework for processing fees, prepayment charges, late payment penalties, and service charges.
How personal and financial information is collected, used, stored, and protected with industry-standard security.
Report concerns about unethical behaviour or fraud — with full confidentiality and protection.
Loan agreements, repayment obligations, default consequences, and dispute resolution mechanisms.
Know Your Customer norms, identity verification, and document requirements as per RBI guidelines.
Our three-level complaint resolution mechanism ensuring every customer concern is heard and addressed.
Transparent gold collateral auction procedures as per RBI Lending Against Gold and Silver Collateral Directions, 2025.
Anti-Money Laundering and Combating the Financing of Terrorism policy with KYC, transaction monitoring, and reporting.
Safe Deposit Locker facility — eligibility, allotment, operation, charges, nomination, and surrender of lockers.
Framework for the issuance, servicing, redemption, and monitoring of Non-Convertible Debentures.
Dhanam is committed to resolving customer complaints promptly and fairly. Our three-level mechanism ensures every concern is heard.
Contact your branch manager for immediate resolution.
Resolution Time
7 working days
If not resolved at branch level, escalate to our Grievance Redressal Officer (also designated as Nodal Officer under the RBI Integrated Ombudsman Scheme, 2021).
Resolution Time
15 working days from Level 1
Officer
Grievance Redressal Officer & Nodal Officer
Address
Door No. 22/3, Nehru Nagar, 2nd St, Behind CMS School, Ganapathy, Coimbatore 641006
If still unresolved after 30 days, approach the RBI Ombudsman.
RBI Integrated Ombudsman Portal
The RBI Ombudsman provides a free, independent platform to resolve customer complaints against NBFCs.
We're here to help. Reach out to our compliance team or call us directly.