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 - 400063

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@adityabirlacapital.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: grievance.finance@adityabirlacapital.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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