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 three (3) tier approach for redressal of customer grievances, as detailed below:

1. Level 1

   1. In case of any service request / complaints, 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 382355

   2. 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.
   3. 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.
   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 to Level 2 as given below.

2. 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 Grievance Redressal Cell of the Company:

   Kind Attn: Grievance Redressal Manager
   Avanse Global Finance IFSC Private Limited
   Unit No. GA 09, Ground Floor,
   Pragya Accelerator, Block 15T, GIFT
   SEZ, Gandhinagar, Gujarat 382355
   Email: grievenceredressal.global@avanse.com
   Telephone : 1800-266-0200

3. Level 3

   In case the customer is not satisfied with the decision of the Grievance Redressal Cell, he may approach the Grievance Redressal Officer (GRO) of the Company :

   Kind Attn: Grievance Redressal Officer (GRO)
   Avanse Global Finance IFSC Private Limited
   Unit No. GA 09, Ground Floor,
   Pragya Accelerator, Block 15T, GIFT
   SEZ, Gandhinagar, Gujarat 382355
   Email: gro@avanse.com
   Telephone: 022- 6859 9999
   We will make our best efforts to resolve customer’s complaint at this level.