Grievance Redressal Mechanism

Great services help companies to drive the customer acquisition, retention and service efficiency. In line with the said philosophy, the Company follows a Four (4) tier approach for redressal of customer grievances, as detailed below:

1. Level 1A

   1. In case of any service request, the customer may contact the customer engagement team on any of the below mentioned contact points:

      • Email: wecare.global@avanse.com
      • Toll Free Number for customers calling from India: 1800-266-0200
      • Contact Number for customers calling from Abroad: (+91) 22-6680 6464
      • Written request to the below mentioned details:

        Avanse Global Finance IFSC Private Limited
        Unit No. GA 09, Ground Floor,
        Pragya Accelerator, Block 15T, Gift
        SEZ, Gandhinagar, Gujarat India, 382355

   On receipt of service request / complaint, an acknowledgement shall be given within 2 working days by us to the customer via e-mail/ letter by post/ SMS/any other form of legally valid electronic communication including WhatsApp. The Company shall endeavour to respond to the same within a period of 10 working days.

2. Level 1B

   In case of any service complaints, the customer may contact the customer engagement team on any of the below mentioned contact points:

   • Email: grievenceredressal.global@avanse.com
   • Toll Free Number for customers calling from India: 1800-266-0200
   • Contact Number for customers calling from Abroad: (+91) 22-6680 6464
   • Written request to the below mentioned details:

     Avanse Global Finance IFSC Private Limited
     Unit No. GA 09, Ground Floor,
     Pragya Accelerator, Block 15T, GIFT
     SEZ, Gandhinagar, Gujarat 382355

   1. On receipt of service complaint, an acknowledgement shall be given within 2 working days by us to the customer via e-mail/ letter by post/ SMS/any other form of legally valid electronic communication including WhatsApp. The Company shall endeavour to respond to the same within a period of 10 working days.
   2. However, in case where a complaint warrants extensive investigation and/or support of the customer to identify the perpetrator, root cause analysis, or under litigation (incl. pending with local Police authorities), the TAT for responding and resolving such complaints may be more than 10 working days.
   3. In Case of non-acceptance of the complaint, the Company will intimate the Customer about the non- acceptance with reasons in writing within 5 working days from the date of concluding the non- acceptance.
   4. In case the customer is not satisfied with the resolution/response provided by the customer engagement team/s as above, then customer shall escalate the issue within 21 Days from the date of receipt of resolution/ response to Level 2 as given below.

3. Level 2

   It may be noted that the customers shall approach for resolution of their service request/complaint at the first instance to the customer engagement team as mentioned in Level 1 hereinabove, and if their request / complaint remains unresolved for a period of 10 days or they are dissatisfied with the resolution given, they are required to contact Complaint Redressal Officer (“CoRO”)’ Office of the Company:

   Kind Attn: Mr. Ankit Tater (“CoRO”)
   Avanse Global Finance IFSC Private Limited
   Unit No. GA 09, Ground Floor,
   Pragya Accelerator, Block 15T, GIFT
   SEZ, Gandhinagar, Gujarat 382355
   Email: cro.global@avanse.com
   Telephone : 1800-266-0200

   1. On receipt of service request / complaint, an acknowledgement shall be given within 3 working days by us to the customer via e-mail/ letter by post/ SMS/any other form of legally valid electronic communication including WhatsApp. The Company shall endeavour to respond to the same within a period of 10 working days.
   2. However, in case where a complaint warrants extensive investigation and/or support of the customer to identify the perpetrator, root cause analysis, or under litigation (incl. pending with local Police authorities), the TAT for responding and resolving such complaints may be more than 10 working days.
   3. 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 3 as given below.
   4. In case the customer is not satisfied with the resolution/response provided by the customer engagement team/s as above, then customer shall escalate the issue within 21 Days from the date of receipt of resolution/ response to Level 2 as given below.
   5. If the CoRO is or was involved in the conduct of the financial transactions which is the subject matter of the complaint, the complaint shall be handled by another officer designated by the Company, in a fair and impartial manner.

4. Level 3

   In case the customer is not satisfied with the decision of the Complaint Redressal Officer (“CoRO) , he/she may approach the Complaint Redressal Appellate Officer (“CoRAO”) of the Company within 21 days from the receipt of the decision from the CoRO by writing to him on below mentioned mediums:

   Kind Attn: Mr. Bhavesh Rawal (“CoRAO”)
   Avanse Global Finance IFSC Private Limited
   Unit No. GA 09, Ground Floor,
   Pragya Accelerator, Block 15T, GIFT
   SEZ, Gandhinagar, Gujarat 382355
   Email: crao.global@avanse.com
   Telephone : 1800-266-0200

   At this stage, the Company will make its best efforts to resolve the complaint based on the merits within a period of 30 Days.

5. Level 4

   If the complaint is not redressed within a period of 30 days or if the customer is dissatisfied with the resolution received at Level 3 hereinabove, the customer may file a complaint before the Authority (International Financial Services Centres Authority –“IFSCA”) within 21 days from the receipt of the decision from the Company on below mentioned email ID:

   Email ID: grievance-redressal@ifsca.gov.in