The Company has laid down the appropriate grievance redressal mechanism within the organization to resolve disputes which ensures that all disputes arising out of the decisions of the Company’s functionaries are heard and disposed of at the next higher level.
The Company follows a four (4) tier approach for redressal of customer grievances, as detailed below:
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Level 1
- Email: wecare@avanse.com
- Toll Free Number for customers calling from India: 1800-266-0200
- Contact Number for customers calling from Abroad: (+91) 22-6680 6464
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Level 2
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Level 3
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Level 4
(a) In case of any service requests / complaints, the customer may contact the customer engagement team on any of the below mentioned contact points:
Written request to the below mentioned details:
Avanse Financial Services Limited
E Wing, 4th Floor,
Times Square, Andheri Kurla Road,
Gamdevi, Marol,
Andheri (East),
Mumbai – 400 059, Maharashtra.
(b) 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. At such level, if the Company is able to adequately investigate and examine the issue, it shall endeavour to respond to the same within a period of 14 days.
(c) 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 14 days.
(d) 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.
(a) 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 14 days or they are dissatisfied with the resolution given, they are required to contact Grievance Redressal Cell of the Company:
Kind Attn: Senior Grievance Redressal Manager
Avanse Financial Services Limited
E Wing, 4th Floor,
Times Square, Andheri Kurla Road,
Gamdevi, Marol, Andheri (East),
Mumbai – 400 059, Maharashtra.
Email: grievanceredressalcell@avanse.com
Telephone: 1800-266-0200
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: Mr. G.D. Patil
Grievance Redressal Officer (GRO)
Avanse Financial Services Limited
E Wing, 4th Floor,
Times Square, Andheri Kurla Road,
Gamdevi, Marol,
Andheri (East),
Mumbai – 400 059, Maharashtra.
Email: gro@avanse.com
Telephone: (+91) 22-6859 9999
For insurance related grievances, If the customer is dissatisfied with the resolution received at Level 3 hereinabove, Insurance Regulatory and Development Authority of India (IRDAI) can be reached at Bima Bharosa Portal/ Insurance Ombudsman (links given below)
https://bimabharosa.irdai.gov.in/https://www.cioins.co.in/Ombudsman
