Grievance Redressal Mechanism
The Client Grievance Policy at Akme Fintrade India Limited (AFIL) has been formulated in line with the Master Direction – Non-Banking Financial Company – Non-Systemically Important Non-Deposit taking Company (Reserve Bank) Directions, 2016 with an aim to reduce customer dissatisfaction. This policy is aimed at minimizing instances of customer complaints and grievances through proper service delivery and review mechanism and to ensure prompt redressal of customer complaints and grievances. For the purpose, AFIL also has a mechanism for timely and effective client grievance redressal.
Grievance Redressal Process and Matrix
There are different channels through which the clients can register their complaints with AFIL.
Complaint registers at Branch:
The Customers would be required to send their queries/ disputes/ requests to the Branch Officers/ Customer Care Executives of the Company. The Branch Officers/ Customer Care Executives would then forward those queries/ disputes/ requests to CRM department. These queries would then be received and solved by the CRM department.
Direct escalation to the head office through
In case, if the query requires to be further scaled up, then it would be directly sent to Head office. Customer Care Number 9594377377, also displayed at AFIL website. In writing at Mail id : care@akmefintrade.com
If the customer’s issue is not resolved even after contacting various complaint resolution channels, he/she can write to the Nodal Officer at
To, The Nodal Officer, Akme Fintrade (India) Limited, Akme Business Centre (ABC), 4-5, Subcity Centre, savina Circle Udaipur-313002 Contact no: 9594377377 AFIL is committed to providing the resolution within 10 (Ten) to 30 (Thirty) Working days.
In case, disputes/complaints are not resolved within the time or not satisfactory, clients may contact:
To,
Asst. General Manager
Department of Non-Banking Supervision (DNBS)
Reserve Bank of India (RBI)
Jaipur Regional Office,
Rambagh Circle, Tonk Road, P.B. No.12,
Jaipur-302052
Grievance Redressal Process and Matrix
Below is the process through which the clients can register their complaints with AFIL.
Complaint registers at Branch/Customer Care Executive:
Level 1: The Customers would be required to send their queries/ disputes/ requests to the Branch Officers/ Customer Care Executives of the Company on care@akmefintrade.com or 9594377377. Depending on the query/dispute/grievance, a written reply/resolution will be sent to the customer within S business days at his/her registered email id with the Company.
Complaints registers at Grievance Redressal Officer
Level 2: If a customer not satisfied with the response received or doesn’t receive any response from Level 1, can further escalate the matter/ query/ complaint to the below:
Name of Grievance Redressal Officer | Mr. Manmohan Bahed Grievance Redressal Officer Akme Business Centre (ABC), 4-5, Subcity Centre, savina Circle Udaipur-313002 |
Contact No. | 9594 377377 |
Email Address | grievance@akmefintrade.com |
Complaints registers at Nodal Officer
Level 3: For any queries or concerns customers can reach us through multiple service channels by clicking on https://www.akmefintrade.com/grievance-redressal-mechanism/ in case customers are not satisfied with the resolution provided by our customer care executive and Grievance Redressal officer, the details of the Principal Nodal Officer are given below:
Nodal Officer of the Company:
The Nodal Officer of the Company may be contacted at: Name of Principal Nodal Officer | Mr. Rajendra Chittora Executive Director Akme Business Centre (ABC), 4-5, Subcity Centre, savina Circle Udaipur-313002 |
Contact Number | 8390214460 |
Email Address | pno@akmefintrade.com |
Complaints registers at CRPC or Officer in charge of Region.
If the customer is not satisfied with the resolution received or if the customer does not hear from AFIL within the prescribed timelines, then he/she may lodge their complaint on RBI CMS portal – https://cms.rbi.org.in Or send your complaint form (format) to the below mentioned address:
Centralized Receipt and Processing Centre, Reserve Bank of India, 4th Floor,
Sector 17, Chandigarh – 160017 Toll free No. – 14448.
(d) If the complaint / dispute is not redressed within a period of one month, the customer may appeal to the Officer-in-Charge of the:
To,
Asst. General Manager
Department of Non-Banking Supervision (DNBS)
Reserve Bank of India (RBI) Jaipur Regional Office,
Rambagh Circle, Tonk Road, P.B. No.12, Jaipur-302052.
