1. Commitment
Ashiana Fincap Private Limited is committed to resolving customer grievances promptly, fairly, and courteously. This policy establishes a transparent escalation framework as required by RBI guidelines.
2. Escalation Matrix
Level 1 — Customer Service
Contact: +91 77778 99992 | support@ashianafincap.com
Hours: Monday – Saturday, 10:00 AM – 6:00 PM IST
Resolution Timeline: Within 7 working days of receipt.
Level 2 — Grievance Redressal Officer (GRO)
Designation: Grievance Redressal Officer
Email: gro@ashianafincap.com
Address: BK-100, First Floor, B Block, Ansal Plaza Mall, Admeasuring 189 Square Feet, Khel Gaon, New Delhi – 110049
Resolution Timeline: Within 15 working days of escalation to GRO.
Please escalate to the GRO if you are not satisfied with the Level 1 response or if no response has been received within 7 working days.
Level 3 — RBI Ombudsman
If you are not satisfied with the resolution provided by the Company within 30 days of lodging the complaint, or if the Company has rejected the complaint, you may approach the Reserve Bank of India – Integrated Ombudsman Scheme:
- Online: https://cms.rbi.org.in/cms
- Sachet Portal: https://sachet.rbi.org.in
- Toll-free: 14448
3. Average Resolution Timelines
- Acknowledgement: Within 1 working day
- Initial response / closure: Within 7 working days (Level 1)
- GRO resolution: Within 15 working days (Level 2)
- Final resolution: Within 30 calendar days in all cases
4. Tracking
All complaints are logged in our internal complaint management system and reviewed monthly by senior management and quarterly by the Board.