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The HFFC (Home First Finance Company) is a housing finance company that was started with the sole objective of fulfilling the dreams of prospective, first-time home buyers belonging to lower and middle-income segments by providing them with affordable HFFC home loans. By coupling technology with personalisation, the HFFC prioritises its customer needs with a simple and hassle-free home loan process. Besides, its robust customer grievance redressal policy ensures that resolution of customer complaints and customer satisfaction is of key importance to HFFC’s business model.

Definition of an HFFC Customer

  • As per HFFC customer care policy, a customer is defined as a person engaged in a financial transaction with the company.

  • Besides an individual, a customer at HFFC could include the following categories:

  • A company or a firm

  • Hindu Undivided Family (HUF)

  • A body of persons, whether incorporated or not

  • Any agency or office controlled by the above persons

HFFC Customer Care Process

  • HFFC Customer Care addresses not just direct complaints received from its customers, but also complaints received via multiple regulatory bodies that shall be looked into by the Customer Service Team at HFFC’s Corporate Office.

  • The nature of complaints received from customers could range from behavioural aspects of executives to deficiencies in the delivery of services to its customers.

  • HFFC ensures that the mode of response to customer’s complaints is the same as that followed by the customer, i.e., a complaint via email is responded with a reply to it.

  • The HFFC’s Corporate Office along with its other branches must maintain a ‘Complaint Register’ for recording the received complaints along with their resolution. The register is duly placed for inspection by the Audit Committee every quarter.

  • HFFC also has a rigorous three-tier complaint escalation mechanism aimed at resolving customer complaints, which would be showcased at all the branches.

3-Tier Escalation Mechanism of HFFC Home Loan Customer Care

1. Tier- 1

  • An HFFC customer with any grievance may call on the HFFC Customer care number – 1800 3000 8425 or write at loanfirst@homefirstindia.com . Alternatively, the aggrieved customer may contact the concerned branch manager to register a complaint.
  • The branch manager is required to reply to the customer’s complaint within 7 working days of receiving the complaint with a copy to its Corporate Office’s Customer Service Department and Regional Manager.

2. Tier-2

  • In case of dissatisfaction with the branch manager’s response or no response within the stipulated time frame or if the complaint itself is directed against the branch manager, the customer is entitled to escalate the complaint to the Central Customer Service Team by writing at query@homefirstindia.com.
  • The Central Customer Service team must file its response to the complaint within 15 business days from the date of its receipt.

3. Tier-3

  • Further, if the customer is dissatisfied with the Central Service Team’s response or if no response has been received from them within the given time frame, the customer may escalate the complaint to the Grievance Redressal Officer at the Corporate Office by writing at complaints@homefirstindia.com.
  • The Grievance Redressal Officer is mandated to file a response to the complaint within 30 business days from the date of its receipt.

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HFCC Customer Grievance Redressal through National Housing Bank (NHB)

If the customer is still not satisfied with the response provided by the Grievance Redressal Officer on behalf of HFCC Home Loan Customer Care or no response is received within the given deadline, the customer may then approach the National Housing Bank to register the complaint. The customer may choose to complain through any of the two modes:

  • Online through its GRIDS (Grievance Registration and Information Database System).


NHB’s GRIDS enables a complainant to register an online complaint and regularly track its status.

  • Offline through a written complaint in a prescribed format and posted to the Complaint Redressal Cell at the NHB, New Delhi.


If you are an HFCC home loan customer, you may contact the HFCC home loan customer care on the HFCC Customer care number 1800 3000 8425 for any queries related to your loan application, interest rate or tenure adjustment, or its repayment, and so on. With its robust, multi-tier grievance redressal mechanism, you can be assured of a swift resolution.


Further, just like the HFFC Customer Care, the customer service available on Bajaj Markets is equally quick and responsive to its customer queries related to a variety of products and services they offer. You may get your queries resolved or raise a service request through the Customer Portal or YARA the Chatbot.  On Bajaj Markets, you can also apply for Home Loan of up to Rs. 40 Lakhs, and fulfil your dream of owning a home. Besides, you can enjoy a host of home loan benefits such as flexible repayment tenure and an auto prepayment facility to help you save on the interest amount. 

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