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Grievance Redressal

We are committed to resolving your concerns promptly, fairly, and transparently.

1. Introduction

At Finance, powered by CIECO Securities Pvt. Ltd., we place the highest importance on customer satisfaction. This Grievance Redressal Policy outlines the procedure for addressing customer concerns, complaints, and service-related issues in a structured and time-bound manner, in accordance with the guidelines prescribed by the Reserve Bank of India (RBI).

2. Objective of the Policy

The purpose of our grievance redressal mechanism is to:

  • Ensure a fair, transparent, and prompt resolution of customer complaints
  • Provide multiple channels for customers to reach us
  • Strengthen customer trust through timely communication and action
  • Comply with regulatory requirements mandated under applicable Indian laws

3. What Issues Can You Raise?

You may file a grievance regarding any of the following:

  • Loan application, processing, or rejection concerns
  • Incorrect or unclear loan charges, interest, or repayment details
  • Delayed disbursement or EMI-related issues
  • Technical problems with our website or communication channels
  • Unprofessional behaviour or service dissatisfaction
  • KYC, verification, or documentation-related issues

4. How to Raise a Complaint

You may contact us through any of the following methods:

a) Email Support

Write to us at support@asapfinance.in with your name, registered mobile number, and a brief description of the issue.

b) Phone Support

You can speak to our customer care team at:
+91-XXXXXXXXXX

c) Registered Office

Submit your complaint in writing at our office:
ASAP Finance CIECO Securities Pvt. Ltd.
First Floor, E- 25/A, Hauz Khas Main Market Parking, Near Cent er for development of Advance computing, South Delhi, New Delhi - 110016 India

5. Escalation Matrix

If your issue is not resolved satisfactorily, you may escalate it as follows:

LEVEL 1: Grievance Redressal Officer (GRO)

Name: Vivek Pachori
Email: info@asapfinance.in
Phone: : 0731-4903803
Response Time: Within 15 working days

Level 2 – Nodal Officer

Name: Amit Pandey
Email: admin@ciecosecurities.com
Phone: 0731-4903803
Response Time: Within 15 working days

Level 3 – RBI Ombudsman

If unresolved, contact RBI Ombudsman
Website: https://cms.rbi.org.in

Lending plate Reference: Has clear "care@lendingplate.com" and grievance process outlined

6. Turnaround Time for Complaint Resolution

  • Response Time: Within 15 working days

7. Customer Responsibilities

  • Provide accurate details such as loan ID, registered mobile number, and documents if needed
  • Maintain polite and respectful communication during the grievance process
  • Retain complaint reference numbers for future tracking

8. Policy Review & Updates

This Grievance Redressal Policy may be updated periodically to comply with regulatory revisions or to improve customer service quality. Any updates will be posted on our website.

9. Contact Information

Email: info@ciecosecurities.com
Phone: +91-9810874999
Address: First Floor, E- 25/A, Hauz Khas Main Market Parking, Near Cent er for development of Advance computing, South Delhi, New Delhi - 110016 India