Fair Practices Code
 
General
 
  • ABFL will refrain from interference in the affairs of its Borrower except for the purposes provided in the terms and conditions of the respective loan agreement (unless new information, not earlier disclosed by the Borrower, which may come to the notice of ABFL)
  • In case of receipt of request from the Borrower for transfer of Borrowal account, the consent or otherwise i.e. objection of ABFL, if any, is generally conveyed to such Borrower within 21 days from the date of receipt of the Borrower's request. ​Such transfer will be as per transparent contractual terms in consonance with all the applicable laws.
  • In the matter of recovery of outstanding dues of its Borrower, ABFL does not resort to undue harassment viz. persistently bothering the borrowers at odd hours, use of muscle power for recovery of loans/dues, etc. Training will be imparted to ensure that staff is adequately trained to deal with customers in an appropriate manner.
 
Grievance Redressal Mechanism
 

In the present competitive scenario, excellent customer service is an important tool for sustained business growth. Customer complaints are part of the business life in any corporate entity.

At ABFL, customer service and satisfaction are our prime focus. We believe that providing prompt and efficient service is essential not only to attract new customers, but also to retain existing ones. ABFL has come up with a lot of initiatives that are oriented towards providing a better customer experience and an efficient complaints redressal mechanism with a view to providing enhanced experience to our customers.

In order to make ABFL's redressal mechanism more meaningful and effective, a structured system has been built. This system would ensure that the redressal sought is just and fair and is within the given frame- work of rules and regulation.

 
a. Machinery to handle customer complaints/ grievances
 

Customers who wish to provide feedback or send in their complaint may use the following channels between 9:30 am and 6:00 pm, from Monday to Friday (except on national holidays).

Aditya Birla Finance Ltd
10th Floor, R-Tech Park, Nirlon Complex,
Off Western Express Highway ,
Goregaon (E) Mumbai - 400 063


In case the complaint is not resolved within the given time or if he/she is not satisfied with the solution provided by ABFL, the customer can approach the Complaints Redressal Officer. The name and contact of the Complaint Redressal Officer is as follows:

Ms. Preethi Nair
Tel. No.: +91-22-43568330
Email Id: preethi.nair@adityabirla.com


In case the response received through the above channels are not satisfactory, they can write to the Head of our Complaint Redressal Cell at:
abfl-head.gr@adityabirla.com.
We assure a response to letters / emails received through this channel within 5 working days.

If the complaint/dispute is not redressed within a period of one month, the customer may appeal to Officer-in-Charge of the Regional Office of Department of Non Banking Supervision of RBI under whose jurisdiction the Registered Office of the ABFL falls. The details of DNBS is as given below

Dy. General Manager, Department of Non-Banking Supervision
Reserve Bank of India, Gujarat Regional Office
Near Income Tax Circle, Ashram Road, Ahmedabad – 380 009
Tel. No.: +91-79-2754 0581
Email ld: dnbsahmedabad@rbi.org.in

 
 
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Important Notice

Note : We would like to inform you that we do not accept cash for any transaction.

It has come to our notice that unknown third parties, who are not affiliated with Aditya Birla Finance Limited are forging/mis-selling loan products using our name, brand or logo (explicitly and/or implicitly). Aditya Birla Finance Limited may not have any control over such any third party use of our name and therefore cannot be held responsible for any unauthorised offer, products or services which is made by forging/misusing/faking our brand name. Anyone relying on any such information without verifying and confirming the same with Aditya Birla Finance Limited shall do so at their own risk and liability as to cost and consequences thereof. We also recommend that you do not disclose your personal or financial details to anyone approaching you and claiming to be on behalf of us, unless identity of the person is established or the communication is verified with one of the branches or telephone numbers stated herein.

If you receive a product/ loan proposal from anybody with a name similar to Aditya Birla Finance Limited or claiming to be from Aditya Birla Finance Limited or Birla Global Finance Limited or Birla Finance Limited or any other name which exhibits any connection with Aditya Birla Group or if you have any doubts about such proposal, please feel free to contact Aditya Birla Finance Ltd. immediately on +91 84259 66666. Aditya Birla Finance Limited highly recommends that you ignore any suspicious product/ loan proposals. On no account should you transfer any money without properly verifying and establishing the identity of the entity involved. We once again request you to examine product/loan proposals cautiously and carefully before entering into any transaction with such entities.

 

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