File a Complaint Against Shriram Transport Finance Company (STFC)

To file a complaint against Shriram Transport Finance (now merged into Shriram Finance Limited), you must first exhaust their internal 3-tier grievance redressal mechanism. Start by logging a ticket via their toll-free number (1800-103-4959) or email. If unresolved after 30 days, you are legally entitled to escalate the matter to the **RBI Ombudsman** via the CMS Portal.

Shriram Transport Finance Company (STFC) merged with Shriram City Union Finance to form Shriram Finance Limited. Many customers still search for the old entity, but legally, you are dealing with a single massive Non-Banking Financial Company (NBFC).

This matters because the regulatory oversight comes from the Reserve Bank of India (RBI), not the banking ombudsman directly (though the schemes are now integrated). NBFCs are notorious for aggressive recovery agents and opaque interest calculations. If you skip the internal "Ticket Generation" step and go straight to the RBI or Court, your complaint will be rejected on technical grounds. You must create a paper trail proving the company failed to resolve your issue within the statutory 30-day window.

What You Need Before Starting
Checklist

• Loan Agreement Number: The unique ID for your vehicle or personal loan.
• Registered Mobile Number: The number linked to the loan account.
• Specific Complaint Details: "Harassment" is vague. "Recovery agent called at 11 PM on Sunday" is actionable.
• Hidden Requirement (The Merger Awareness): Ensure your complaint is addressed to "Shriram Finance Limited," not the old "Transport" entity, to avoid administrative delays.

What You Should Do
Step-by-Step Guide

1. Level 1: Register the Initial Grievance
Do not just call the local branch manager. You need a digital ticket number.

Call Toll-Free: 1800-103-4959 or 1800-103-6369.
Email: [email protected]
Subject Line: Complaint - Loan Account [Your Account No] - [Brief Issue]

Save the Ticket/Reference Number provided in the auto-response.

2. Level 2: Escalate to the Grievance Redressal Officer (GRO)
If you receive no reply or an unsatisfactory reply within 7-10 days, escalate formally.

Draft an email to the Nodal Officer/GRO.
Email: [email protected]
Mandatory: Mention your Level 1 Ticket Number in the first line. Without this, they will bounce you back to Level 1.

3. Physical Escalation (Optional)
If email fails, send a Registered Post letter to their Corporate Office.

Attn: Grievance Redressal Officer (Ms. Uma Maheswari VR)
Shriram Finance Limited,
12, Ramasamy Street, T. Nagar,
Chennai – 600 017.

4. Level 3: The RBI Ombudsman (The Nuclear Option)
If 30 days have passed since your first complaint and you have no resolution, approach the RBI.

Visit https://cms.rbi.org.in
File a complaint under Non-Banking Financial Company (NBFC).
Upload your initial complaint email and the silence/rejection from Shriram as proof.

5. Consumer Forum (For Compensation)
If you lost money or faced mental agony and want compensation (which RBI doesn't usually grant), file on the National Consumer Helpline.

Visit consumerhelpline.gov.in or Call 1915.

How It Works & Hidden Details
The 30-Day Turnaround Rule:
Per the RBI's "Master Direction," large NBFCs like Shriram are mandated to have an Internal Ombudsman. They are legally required to resolve your grievance within 30 days. If they fail, the RBI Integrated Ombudsman Scheme (RB-IOS) takes over. The RBI takes a very dim view of NBFCs that ignore this timeline.

Recovery Agent Harassment:
If your complaint is about abusive recovery agents, cite RBI Circular DOR.Org.REC.65/21.04.158/2022-23. This circular strictly prohibits calling before 8 AM or after 7 PM and bans intimidation. Mentioning this circular number in your email to the GRO often triggers an immediate "High Priority" tag because regulatory violations carry heavy penalties for the branch.

Things to Watch Out For

• The "Verbal Assurance" Trap: Branch staff will often say, "Sir, I will fix it, don't email Head Office." Ignore them. Branch staff are incentivized to keep complaints "Off the Record." Always log the email to generate a central ticket.
• Foreclosure Charges: NBFCs often hide foreclosure charges in fine print. If you are complaining about high closing fees, check your original sanction letter first. If it's a fixed-rate loan, they *can* legally charge a penalty. If it's a floating rate loan for an individual, they usually cannot.
• Data Cleanliness: Ensure your email address matches the one in their system. If you email from a new Gmail ID, they will cite "Data Privacy" and refuse to discuss the specific loan account details.

Frequently Asked Questions
Q: Can I stop EMI payments while the dispute is pending?
A: No. Never stop paying EMIs unless you have a written "Stay Order" from a court. Stopping payments will ruin your CIBIL score and give them legal leverage to seize your vehicle, regardless of the validity of your complaint.

Q: Who is the highest authority I can contact at Shriram?
A: The Principal Nodal Officer. However, contacting them directly without a Ticket Number usually results in no response. Follow the hierarchy: Customer Care -> GRO -> Principal Nodal Officer -> RBI.

Q: They seized my truck without notice. What do I do?
A: This is a legal issue. While you should file a grievance, you must immediately contact a lawyer to file a police complaint for theft/illegal seizure if they did not follow the due process (Notice of Intent to Sell).