Grievance Redressal Policy
This Grievance Redressal Policy document is an electronic record in terms of
the Information Technology Act, 2000 and rules there under in force, and the
provisions pertaining to electronic records in various statutes as amended by the
Information Technology Act, 2000 from time to time. This electronic record is
generated by a computer system and does not require any physical or digital
signatures.
1. Introduction
AFS ADVANCED FINANCIAL SOLUTIONS PRIVATE LIMITED is a
company, incorporated under the provisions of the Companies Act, 2013
(hereinafter referred to as "the Company").
The Company is, inter alia, engaged in the business of providing financial
technology solutions to the Customers / instalment solutions to the Customers,
and in providing the technology platform to enable the above.
The Company thus collaborates with lending partners and other companies to
offer various financial products through the it's apps and web-sites (herein after
referred to as "the Platform").
PURPOSE
We implemented this Grievance Redressal Policy (hereinafter referred to as "the
Policy") as providing high-quality services to Customers is the main goal of the
Company.
Complaints/grievances of the Customers are an integral part of communication
with the Customers and making our services better.
This Policy provides a detailed procedure how Customers`
complaints/grievances are handled and resolved by the Company.
The procedure includes a review mechanism that helps to resolve any issue
occurred.
MAIN PRINCIPLES
When resolving Customers` complaints/ grievances, the Company is governed
by such principles:
1. Customers` complaints/ grievances are reviewed and resolved in a timely
manner.
2. No discrimination of the Customers on the basis of race, religion, gender
etc.
3. Language and behavior used in communication with the Customers
should be polite, respectful, and non-threatening.
4. The Customers` privacy should be respected.
5. No unethical practices should be used when communicating with the
Customers.
SYSTEM OF REVIEW AND MONITORING
The Company uses the modern CRM system that helps to receive, review,
answer and control the Customers` complaints/ grievances.
Our employees regularly provide review and monitoring of complaints/
grievances in order to improve our services.
GRIEVANCE REDRESSAL MECHANISM
Company has three levels of complaints`/grievances` review.
The first level:
All types of complaints/grievances received from various channels (calls, e-
mails etc.) are referred to the Customer care employees of the Company
(hereinafter referred to as "the Customer Care") as per the grievance redressal
procedure.
Any complaint/grievance may be submitted by one or several following ways:
By phone: the Customer can call us at Customer Care 02245722020
between 9:00 am and 6:00 pm from Monday to Saturday.
By E-mail: please write to us at info@advancedfinancialsolutions.in
By post: please send us a letter for the name of: AFS ADVANCED
FINANCIAL SOLUTIONS PRIVATE LIMITED to the address: 323
CTS-266, 266/1-172, Prakashwadi Sale B, Village Gundavali, A.K Road,
Andheri (East), Mumbai Mumbai City MH 400093 IN
The Customer Care usually answer to any complaint within 5 days after the
receipt of such a complaint/.
The complaint may be transferred by the Customer Care to the Grievance
Redressal Officer of the Company on official e-mail for taking necessary action
if there is a need.
In such case the time of response may take up to 30 (thirty) days.
The second level:
If the Customer is not satisfied with the response received from the Customer
Care, the Customer can write directly to the Grievance Redressal Officer of the
Company by filling out the form at the bottom this web-page or by sending his
query by the following means:
By post:
For the name of: AFS ADVANCED FINANCIAL SOLUTIONS PRIVATE
LIMITED
Attention: Grievance Redressal Officer
Address: 323 CTS-266, 266/1-172, Prakashwadi Sale B, Village Gundavali,
A.K Road, Andheri (East), Mumbai Mumbai City MH 400093 IN
By E-mail
E-mail: info@advancedfinancialsolutions.in
Subject matter: Complaint/grievance regarding [indicate your specific subject in
short]
Attention: Grievance Redressal Officer
By phone
Contact phone number: 02245722020
The third level:
If the Customer is not satisfied with the response received from Grievance
Redressal Officer , then the Customer may appeal to Nodal Officer by filling out
the form at the bottom of this web-page or by sending his query by the
following means:
By post:
For the name of: AFS ADVANCED FINANCIAL SOLUTIONS PRIVATE
LIMITED
Attention: Nodal Officer
Address: 323 CTS-266, 266/1-172, Prakashwadi Sale B, Village Gundavali,
A.K Road, Andheri (East), Mumbai Mumbai City MH 400093 IN
By E-mail
E-mail: info@advancedfinancialsolutions.in
Subject matter: Complaint/grievance regarding [indicate your specific subject in
short]
Attention: Nodal Officer
By phone
Contact phone number: 02245722020
The response from the Nodal Officer shall be sent to the Customer in 30 days
after such a complaint was received by the Nodal Officer. This Policy may be
revised and amended from time to time when Company considers necessary,
and shall be revised and amended based on changes in regulatory guidelines.