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Customer Grievances

Smooth Solutions: Addressing Grievances at Auxilo

Grievance Redressal Mechanism (Grm)

GRM herein provides the process of resolving any disputes/complaints arising out of the decisions of the company's functionaries.

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:

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.

In case the customer is not satisfied with the resolution/response provided by the customer engagement team/s as above, then customer shall escalate to Level 2 as given below.

Grievance Redressal for ex-gratia payment - The Customer/Borrower having any grievance/complaint in regards to Government of India’s scheme for the ex-gratia payment of difference between compound interest and simple interest for six months to borrowers in specified loan accounts can register the complaint giving the details of the complaint by sending an email to the below mentioned concerned email id, for which the preliminary remarks shall be provided by the company through its designated nodal officers for this purpose within 72 hours and a final response within 7 working days.

Zone Email ID
Maharashtra, Gujarat Nodalofficergr.westzone@auxilo.com
Delhi Nodalofficergr.northzone@auxilo.com
Andhra Pradesh, Telangana, Tamil Nadu, Karnataka Nodalofficergr.southzone@auxilo.com

Grievance submission by the customers can be submitted at the Branch office also.

LEVEL 2

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:

1 Name Deepika Thakur Chauhan
2 Address
Auxilo Finserve Private Limited
Registered office - Office No. 63, 6th floor, Kalpataru Square, Kondivita Road, Andheri East, Mumbai 400059
3 Email gro@auxilo.com
4 Telephone 022 6246 3333
5 FAX 022 6246 3334

We will make our best efforts to resolve customer’s complaint at this level.

LEVEL 3

If the complaint/ dispute is not redressed within a period of one month, the customer may appeal to the following authority

Officer-in-Charge
Centralized Receipt and Processing Centre (CRPC) Reserve Bank of India,
Central Vista, Sector 17, Chandigarh - 160 017

Ombudsman Scheme