For Complaints related to loans availed through our digital partners:
Escalation Matrix
| Level 1: Customer Care Team |
| First Point of Contact |
Customer Care Team – AFPL |
| Phone |
+91 7718026400 |
| Email |
operations.2@aeroflexfinance.com |
| Resolution TAT |
Within 7 working days from the date of complaint |
| When to escalate |
If not resolved within 7 working days, or if dissatisfied with the resolution |
| Level 2: Grievance Redressal Officer (GRO) |
| Name of GRO |
Asad Daud |
| Designation |
Director |
| Phone |
+91 7718026400 |
| Email |
info@aeroflexfinance.com |
| Address |
Grievance Redressal Officer, Aeroflex Finance Private Limited, 53, C Wing, Mittal Tower, Nariman Point, Mumbai – 400 021, Maharashtra, India |
| Resolution TAT |
Within 14 working days from escalation |
| When to escalate |
If not resolved within 14 working days, or if dissatisfied with the GRO’s resolution. |
| Level 3: Principal Nodal Officer (PNO) |
| Name of PNO |
Asad Daud |
| Designation |
Director |
| Phone |
+91 7718026400 |
| Email |
info@aeroflexfinance.com |
| Address |
Principal Nodal Officer, Aeroflex Finance Private Limited, 53, C Wing, Mittal Tower, Nariman Point, Mumbai – 400 021, Maharashtra, India |
| Resolution TAT |
Within 30 days from the original complaint date (maximum outer limit) |
| When to escalate further |
If complaint is not resolved within 30 days from the date of original complaint, OR if the customer is dissatisfied with the final resolution provided by the Company |
| Level 4: Reserve bank of India – Integrated Ombudsman Scheme |
| When to approach |
If the complaint is not resolved by the Company within 30 days from the date of complaint, OR if the customer is not satisfied with the final resolution provided by the Company |
| Online Portal |
https://cms.rbi.org.in (RBI Complaint Management System) |
| Toll-Free Number |
14448 (available in Hindi, English, and 8 regional languages) |
| Email |
crpc@rbi.org.in |
| Written Complaint |
Centralised Receipt and Processing Centre (CRPC), Reserve Bank of India, 4th Floor, Sector 17, Chandigarh – 160017 |
| Salient Feature |
The RBI Integrated Ombudsman Scheme, 2021 provides a cost-free, expeditious, and independent mechanism for redressal of complaints against regulated entities. No fee is charged for filing a complaint. |
