Customer Grievances

GRIEVANCE REDRESSAL MECHANISM

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

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:

  • 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 Grievance Redressal Mechanism (GRM)
  • Can be posted to the addressAuxilo Finserve Pvt Ltd, LG B-13 &14 , Art Guild House, Phoenix Market City , Mumbai - 400070 , captioning it as Under Grievance Redressal Mechanism (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.

Acknowledgement

An acknowledgement shall be provided to the customer with a reference number, timeframe within which the complaint will be resolved and the name of the officer-in- charge resolving the complaint.

Level 1

The complaints received in the above manner shall be addressed by the Customer help desk manager at the first level and if the resolution cannot be provided route it with the details to the respective Branch Manager/immediate supervisor, within a period of five working days. If the complaint requires the attention of the branch manager or any other supervisor, the same shall be addressed by the concerned officer with in a maximum period of five days from the date of receipt of report from the customer help desk.

At the level one, the company shall ensure that the resolution is provided for each complaint in a maximum of ten working days from the date the reference number is provided.

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 in all the above ways intimating it to be addressed to/marking it to the attention of the Customer Grievance redressal officer quoting the initial acknowledgement number. The Company nominates its compliance officer as the Grievance redressal officer, presently Ms. Deepika Thakur Chauhan being in the position.

The contact details for Level 2 are as follows:

SR.NO Particulars
1 Telephone 022 62463333
2 Fax 022 62463334
3 Email gro@auxilo.com
4 Address (post)
Grievance Redressal Officer ,
Auxilo Finserve Pvt Ltd,
LG B- 13 &14 , Art Guild House,
Phoenix Market City ,
Mumbai - 400070

At the level two, the company shall ensure that the resolution is provided for each complaint in a maximum of ten working days from the date the reference number is given at the level 2 that is the complaint filed against the initial resolution.

Level 3

If the customer's complaint / dispute is not redressed by the Grievance Redressal Officer 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 (RBI), Mumbai under whose jurisdiction the registered office of the Company falls.