Customer Grievances

GRIEVANCE REDRESSAL MECHANISM (GRM)

GRM herein provides the process of resolving any disputes/complaints arising out of the decisions of the company’s functionaries. The GRM shall be published on the website of the company and shall be prominently displayed at every branch and office where the company’s business is transacted.

PROCESS TO REGISTER THE COMPLAINT

LEVEL 1

The Customer/Borrower having any grievance/complaint can register the complaint giving the details of the complaint and the name of the officer/employee of the company concerned in the following ways, which shall be addressed in a maximum of ten working days:

  • Call the Customer helpdesk no 022 62463333
  • Email at customercare@auxilo.com
  • Can be submitted in writing at the Branch office/place where the business is transacted addressing it to the Branch Manager followed by the location name captioning it as Under GRM"
  • Can be posted to the address Auxilo Finserve Pvt Ltd, LG B-13 &14, Art Guild House, Phoenix Market City, Mumbai - 400070, captioning it as “Under GRM”

Branch manager herein will also refer to the manager concerned of the non-branch office where the company’s business is transacted. If the complaint is against the Branch Manager, same should be addressed to the Customer Grievance Redressal Officer.

LEVEL 2: APPELLATE MECHANISM IF NOT SATISFIED WITH THE INITIAL RESOLUTION OF COMPLAINT AT LEVEL 1

If the Customer is not satisfied with the initial resolution or the complaint is against the Branch Manager, the complainant can send the complaint addressing to the Customer Grievance redressal officer quoting the acknowledgment number of initial complaint. Below mentioned are the details of Customer Grievance redressal officer:

SR.NO Particulars
1 Name Deepika Thakur Chauhan
2 Address
Auxilo Finserve Private Limited,
LG B- 13 &14, Art Guild House,
Phoenix Market City,
Mumbai - 400070
3 Email gro@auxilo.com
4 Telephone 022 6246 3333
5 FAX 022 6246 3334

At the Level 2, the company shall ensure that the resolution is provided for each complaint in a maximum of ten working days from the date complaint is lodged/made at the Level 2 that is the complaint filed against the initial resolution.

Level 3

If the customer's complaint / dispute is not redressed within a period of one month, the customer may appeal to the Officer-in-Charge of the Regional Office of the Department of Non-Banking Supervision (DNBS) of the Reserve Bank of India, Mumbai under whose jurisdiction the registered office of the Company falls at the below mentioned address:

Officer-in-Charge
Reserve Bank of India,
Department of Non-Banking Supervision,
RBI Building, Opp. Mumbai Central Railway Station,
Near Maratha Mandir,
Byculla, Mumbai – 400 008.