Grievance Redressal Mechanism

Details of each of the four levels of the Grievance Redressal Mechanism and conditions to be fulfilled before lodging complaints are furnished below:

Level 1

Branch Manager

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Level 2

Area / Regional / Zonal Manager

➜

Level 3

Grievance Redressal Officer

Name of the Grievance Redressal Officer: Mr. Prameed Prabhakar

Address:
Asst. General Manager, Aquila Finance Ltd, First Floor-Falk Land Tower, Opp.Old Family court, Ayyanthol-Thrissur PIN-680003

Contact Details (Telephone/Email):
prameed@aquilafinance.co.in Ph: 9072650840

The Grievance Redressal Officer is the final internal authority for complaint resolution.

Level 1: Branch Manager

The customer may first register their query/complaint with the Branch Manager where the account is maintained or the service was availed, for initial resolution.

Contact:
The customer should contact their respective home branch directly via phone or in person. The specific contact details for each branch are available on the company's website.

Level 2: Area / Regional / Zonal Manager

If the complaint is not resolved at the branch level within 7 days or if the customer is not satisfied with the resolution provided, the customer may escalate the complaint to the Area Manager /Regional Manager/Zonal Manager overseeing the branch.

Contact:
Complaints can be escalated by writing to the Area Manager or via postal mail to the Corporate office address, which can be found on the company's website.

Level 3: Grievance Redressal Officer

If the complaint remains unresolved at the Area Manager level for a further 10 days, or if the resolution is unsatisfactory, the customer must approach the company's designated Grievance Redressal Officer (GRO).