1. Objectives & Application
  • 1.1 Objectives of the Code
    This Code has been formulated by the Company to achieve the following objectives:
    1. To promote good & fair practices by setting reasonable Standards in dealing with Customers;
    2. To increase Transparency so that the Customers can have better understanding of what they can reasonably expect of the Services;
    3. To promote a fair & cordial relationship between Customer & Company;

  • 1.2 Application of the Code
    This code shall apply to all employees of Capri Global Housing Finance Limited and all services provided across the counter, over the phone, by post, through interactive electronic device, on the internet or by any other method.
2. Commitment To Customers
  1. Capri Global Housing Finance Limited shall adhere to this code to act fairly and reasonably in all dealings, on the ethical principle of integrity and transparency, to meet the standard practices prevalent in the housing finance industry. Company’s Products & Services shall meet the relevant laws & regulations in letter & spirit and Company’s dealings with its customers shall rest on the ethical principles of integrity & transparency.
  2. The company shall provide clear information, without any ambiguity, to the customer in understanding:
    1. Products and services together with its terms and conditions including interest and service charges.
    2. Benefits available to
  3. The company shall deal quickly and sympathetically in correcting mistakes if any, and attend to customer's complaints in light of the objectives of this code.
  4. The company shall treat all personal information of customers as private and confidential and shall not divulge any information to third person unless required by any law or Government authorities including Regulators or Credit agency or where the sharing of information is permitted by the customer.
  5. The Company shall provide a copy of the Code to the customer prior to commencement of business transaction.
  6. The company shall not discriminate its customers on the basis of race, caste, gender, marital status, religion or disability. However the restrictions, if any, as mentioned in the loan products shall continue to apply.
3. Disclosure And Transparency

Capri Global Housing Finance Limited would provide information on interest rates, common fees and charges through:

  1. By display as notices in branches;
  2. By display on company website;
  3. Through telephones or help lines;
  4. Through designated staff/ help desk;
  5. Providing service guide/ tariff schedule;
  6. Providing Fees/charges payable for processing the loan application;
  7. Providing amount of fees refundable if amount is not sanctioned or disbursed;
  8. Providing structure of prepayment options and charges;
  9. Providing details of penalty payable on delayed repayment;
  10. Providing details on conversion charges for switching loan from Fixed to Floating rates and vice versa;
  11. Provide details on Interest reset clause;
  12. Disclose “all in cost” to the client which shall include charges involved in processing and sanctioning of Loan Applications;

The company shall provide payment of Charges which shall be non discriminatory to its customers.

4. Advertising , Marketing And Sales
  1. Capri Global Housing Finance Limited shall ensure that all advertising and promotional material is clear and not misleading.
  2. The Fair Practice Code shall also apply to Sales Associates / Representatives of the Company to the extent of their identification when they approach the customer for selling products personally.
  3. In case of any advertisement in any media and promotional literature that draws attention to a service/product and its interest rate, the company shall provide the details of relevant terms and conditions.
  4. In the  event  of  receipt  of  any  complaint  from  the  Customer  that  Company’s Representative / Courier or DSA has engaged in any improper conduct or acted in violation of this Code, appropriate steps shall be initiated to investigate & to handle the Complaint & to make good the loss.
5. Loans
  1. Company shall inform its customers of all necessary information through application forms / brochures/ posters or during the course of meeting with the customers etc which affects the interest of the Customer. Company shall provide the indicative list of documents required to be submitted along with the loan application form.
  2. Company shall follow the system of giving Acknowledgement for receipt of Loan Application preferably along with time frame for disposal depending upon the level of authority for sanction of loan.
  3. Normally all particulars required for processing the Loan Application shall be collected by Company at the time of Application. In case Company need any Additional Information, the Customer will be informed accordingly. Company shall convey to the Customer the Loan Sanctioned along with the Terms & Conditions thereof and keep the written acceptance of these terms and conditions by the borrower on its record. Company shall provide 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.
  4. If Company cannot provide the Loan to the Customer, Company shall communicate in writing the Reason (s) for Rejection.
  5. Disbursement shall be made in accordance with the disbursement schedule as per loan agreement/ sanction letter.
  6. Customers to be informed regarding changes to Terms & Conditions including disbursement schedule,   interest rates, service charges,   prepayment   charges,   other applicable charges etc. Normally, changes shall be made with Prospective Effect giving due Notice. If such change is to the disadvantage of the Customer, he / she may within 60 days & without Notice close his / her Account or switch it without having to pay any extra Charges or Interest.
  7. Before taking  a  decision  to  recall  /  Accelerate  Payment  or  Performance  under  the Agreement or seeking Additional Securities, Company shall give Notice to Borrowers in consonance with the Loan Agreement.
  8. Company shall release all Securities on repayment of all Dues or on Realization of the Outstanding Amount of Loan subject to any Legitimate Right or Lien for any other Claim Company may have against the Borrower. If such Right of Set Off is to be exercised, the Borrower shall be given Notice about the same with full particulars about the remaining Claims & the Conditions under which Company are entitled to retain the Securities till the relevant Claim is settled / paid.
6. Guarantors

When a person is considering being a Guarantor for a Loan, he / she shall be informed about:

  1. His / her Liability as Guarantor.
  2. The amount of Liability he / she will be committing him/herself to the Company
  3. Circumstances in which Company will call on him / her to pay up his / her Liability.
  4. Whether Company have recourse to his / her other Monies in the Company if he / she fail to pay up as a Guarantor.
  5. Whether his / her Liabilities as a Guarantor are limited to a specific quantum or are they unlimited.
  6. Time &  circumstances  in  which  his  /  her  Liabilities  as  a  Guarantor  will  be discharged as also the manner in which Company will notify him / her about this.
  7. In case the guarantor refuses to comply with the demand made by the creditor/lender, despite having sufficient means to make payment of the dues, such guarantor would also be treated as a willful defaulter.

Company shall keep him / her informed of any material adverse change/s in the Financial Position of the Borrower to whom he / she stands as a Guarantor.

7. Privacy & Confidentiality
  1. Capri Global Housing Finance Limited shall ensure all personal information of customers are treated as private and confidential [even when the customers are no longer customers], and shall be guided by the following principles and policies. The company shall not reveal information or data relating to customer accounts, whether provided by the customers or otherwise, to anyone, including other companies or entities in their group, other than in the following exceptional cases:
  2. If the information is to be given by law;
  3. If there is a duty towards the public to reveal the information;
  4. If the company's interests require them to give the information (for example, to prevent fraud) but it should not be used as a reason for giving information about customer or customer accounts [including customer name and address] to anyone else, including other companies in the group, for marketing purposes;
  5. If the customer asks the company to reveal the information, or with the customer's permission;
  6. If the company is asked to give a reference about customers, former shall obtain his / her written permission before giving it;
  7. The customer shall be informed the extent of his / her rights under the existing legal framework for accessing the personal records that Capri Global Housing Finance Limited holds about him /her.
  8. The company shall not use customer's personal information for marketing purposes by anyone including itself unless the customer specifically authorizes them to do so.
8. Credit Reference Agencies

Capri Global Housing Finance Limited shall share the information about customers to credit reference agencies on:-

  1. Opening of an account.
  2. The customer having fallen behind with his/her payments and the performance of loan account which includes how much loan has been sanctioned and the subsequent performance.
  3. Legal proceedings that have been initiated against the customer to recover the dues
  4. Debts settled through legal recourses against the customer.

The company may give credit reference agencies other information about the customer's account if law requires it or the customer has given them his/her permission to do so.

9. Collection Of Dues
  1. Whenever loans are given, the Company shall explain to the Customer the Repayment Process by way of Amount, Tenure & periodicity of repayment. However, if the customer does not adhere to repayment schedule, a defined process in accordance with the laws of the land shall be followed for recovery of dues. The process will involve reminding the customer by sending him/her notice or by making personal visits and / or repossession of security, if any.
  2. The company’s staff or any person authorized to represent the company in collection of dues or/and security repossession shall identify himself / herself and display the authority letter issued by the Capri Global Housing Finance Limited and upon request, display his/her identity card issued by the company or under authority of the Capri Global Housing Finance Limited. The company shall provide the customers with all the information regarding overdue.
  3. All assistance shall be given to resolve disputes or differences regarding dues in a mutually acceptable and in an orderly manner.
  4. During visits to customer's place by the person authorized by the company for dues collection or/and security possession/repossession the following guidelines shall be followed:
    1. Customer would be contacted ordinarily at the place of his / her choice absence of any specified place at the place of his / her residence and if at his / her residence, at the place of business / occupation.
    2. Identity and authority to represent the Company shall be made known at the first instance.
    3. Customer’s privacy should be respected.
    4. Interaction with the customer shall be in a civil manner.
    5. The Company representatives shall contact the customers between 0700 hrs and 1900 hrs unless the special circumstances of the customer’s business or occupation otherwise.
    6. Customer’s request to avoid calls at a particular time or at a particular place honored as far as possible.
    7. Time and number of calls and contents of conversation would be documented.
    8. All assistance should be given to resolve disputes or differences regarding mutually acceptable and in an orderly manner.
    9. During visits to customer’s place for dues collection, decency and decorum be maintained.
    10. Inappropriate occasions such as bereavement in the family or such other occasions to be avoided for making calls/visits to collect dues.
10. Complaints & Grievances
  1. Customers may access the Company through any of the following means:
    1. Walk in to branches (as mentioned in Company brochure/website/any other leaflet)
    2. Telephone, Fax and Email ID (as mentioned in Company brochure/website/any other leaflet)
  2. Capri Global Housing Finance Limited would strive for customer satisfaction within the framework of law, adopted policies and procedures.
  3. In case of any grievance, the customer may approach the Branch Manager of the business location where he / she had his / her account and register the complaint in the 'Complaint Register' available at the Branch.
  4. On registering the complaint, the customer to be provided with a complaint number and date for future reference.
  5. Customer may also write / communicate or redressal of the grievance to customercare@cgclhomeloans.com.
  6. Capri Global Housing Finance Limited would acknowledge receipt of complaint within a week and would ensure that a response is provided within a period of 21 days from the date of lodging of complaint. Delays in closure of complaint beyond 6 weeks on account would be communicated to the applicant/borrower.
  7. Borrower can further escalate the complaint to Head of Compliance: Ms. Trusha Dand (email ID: compliance@cgclhomeloans.com )

In case of response not being received or the response being unsatisfactory from the above mentioned sources the complaint may be further escalated to:

National Housing Bank,
Department of Regulation and Supervision,
(Complaint redressal Cell),
4th Floor, Core-5A, India Habitat Centre,
Lodhi Road,
New Delhi- 110003

The complaint can also be emailed to
 crcell@nhb.org.in

11. General
  1. The company, its staff or its authorized representative shall explain the key features of its loan products including applicable fees and charges while communicating the sanction of the loan.
  2. The company shall verify the details mentioned by the customer in the Loan Application by contacting him / her at his / her Residence & / or on Business Telephone Numbers & / or physically visiting his / her Residence & / or Business Addresses through staff or through Agencies appointed for this purpose, if deemed necessary by Company.
  3. The customer shall be informed to co-operate if company need to investigate a transaction on the Customer’s Account & with the Police / other Investigative Agencies, if company need to involve them.
  4. The company shall advise the customer that if the customer acts fraudulently, he / she will be responsible for all Losses on his / her Account & that if the customer acts without reasonable care & this causes Losses, the customer may be held responsible for the same.
  5. To publicize the Code Company shall :-
    1. provide Customers with a copy of the Code;
    2. make this Code available on request either over the Counter or by Electronic communication or E-mail;
    3. make available this Code at all Branch Offices & on Company’s website;
    4. ensure that Company’s Staff is trained to provide relevant information about the Code & to put the Code into practice
  6. Board of Directors of the Company will be provided with periodical review of the compliance of the Fair Practice Code and the functioning of the grievances redressal mechanism at various levels of management. A consolidated report of each review will be submitted to the Board on a quarterly basis.