Grievance Redressal Policy

Grievance redressal officer (Level 1)

Customers who are not satisfied with the service received, or who wish to report any deficiency in our products, processes or staff conduct, may lodge a complaint with our designated Grievance Redressal Officer (GRO) using the details below.

Complaint filing channels & process

Customers can register complaints through any of the following channels. Please provide your full name, correspondence address, registered mobile number, loan account / sanction number and a clear description of the issue, along with any supporting documents.

1. Step 1: Lodge your complaint

   • In writing: Send a signed letter to our office at:
     Amaravathi Financial Solutions Private Limited, 3rd Floor, No. 12, Desikar Street, Vadapalani, Chennai, Tamil Nadu 600026, India.
   • By email: afsnbfc@gmail.com
   • By phone: +91 93446 48586 between 10:00 AM and 7:00 PM, Monday to Saturday (excluding public holidays).
   • On receipt of your complaint, we will generate a unique complaint number for your reference.
   • An acknowledgement will normally be sent within three working days of receipt of the complaint.

2. Step 2: Review & investigation

   • Your complaint will be forwarded to the relevant department for detailed examination.
   • Our team may contact you for additional information or clarification, where required.
   • Progress is monitored to ensure that the matter is addressed in a fair, objective and time-bound manner.

3. Step 3: Resolution & feedback

   • A final response will be shared within the timelines prescribed in our Grievance Redressal Policy (see the next section).
   • If, due to the complexity of the matter, more time is required, you will be informed of the reasons and the expected timeframe.
   • After closure, our team may contact you to obtain feedback and ensure that the resolution has been communicated clearly.

Grievance redressal timelines

The time required to resolve a complaint depends on its nature and complexity. Indicative maximum timelines as per our Policy are:

• General cases: Business practices, lending decisions, credit management, recovery issues, updating or altering credit information, etc. – within 15 working days of receipt of complaint.
• EMI-related issues: within 20 working days of receipt of complaint.
• CIBIL / credit bureau cases: within 25 working days of receipt of complaint.
• Fraud, legal and old-record retrieval cases: within 30 working days of receipt of complaint.

Where a complaint cannot be resolved within these timelines, AFSPL will inform the customer of the reason for delay and the revised expected date of resolution.

Escalation matrix & RBI Ombudsman

If you are not satisfied with the resolution provided at any level, or your complaint remains unresolved within the stipulated period, you may escalate the matter as follows:

1. Level 1 – Customer care / GRO: Lodge your complaint through the channels mentioned above. If you are not satisfied with the response, or do not receive a response within the timeline, you may escalate further.
2. Level 2 – Nodal Officer / Office-in-Charge: Customers may escalate grievances to the Office-in-Charge at the following address:

   Mr. Pradeesh

   Office-in-Charge

   3rd Floor, No. 12, Desigar Street, Vadapalani, Chennai, Tamil Nadu 600026

   Mobile: +91 97519 01047

   Email: pradeeshr@gmail.com

3. Level 3 – RBI Integrated Ombudsman Scheme: If your complaint is not resolved within 30 days from the date of first lodging it with the Company, or if you are dissatisfied with the response received, you may approach the Reserve Bank of India under the Integrated Ombudsman Scheme, 2021, through the RBI's online portal, email or in writing to the Office of the Ombudsman.

Complaints to the RBI Ombudsman should be made in the prescribed format and subject to the eligibility conditions set out in the Ombudsman Scheme.

For more details on our commitments to fair practices, you can also review our Fair Practices Code.