Grievance Redressal Mechanism

The grievance redressal mechanism available to the customers and the escalation matrix are as follows;

Level 1: The first point for immediate redressal of grievance (Branch level)

Customers can lodge the compliant either by visiting the branch or by sending a written letter to the branch manager of the branch from which they have availed the loan. The complaint needs to be recorded in the complaint register kept at the branches. The Branch Manager would be the person responsible to handle customer grievances at the branch level.

Level 2: Manager, Customer Services

If the complainant does not receive any response within 7 days or if he/she is not satisfied with the resolution provided by the branch manager, the customers can contact the Manager, Customer Service through:

E-mail: Customers can mail their grievances directly to customercare@aptusindia.com
Post: Customers can send their complaints to The Manager, Customer Service, Aptus Value Housing Finance India Ltd, 8B, Doshi Towers, 205, Poonamalle High Road, Kilpauk, Chennai 600010.
Phone: Customers can call at 044- 45650030 and register their complaint.
Customer App: Customers can raise their Queries and Grievances via Customer Mobile application “Aptus E-Seva”. The App can be downloaded from Google Play store.
WhatsApp: Customers can directly send the message to WhatsApp no at 8754400008 and register their complaint.
Website: Grievances can be lodged from www.aptusindia.com → click on “Grievance here” on the homepage of the website of the Company.

Level 3: Grievance Redressal Mechanism

If the complainant does not receive any response within 15 days or if he/she is not satisfied with the resolution provided by the Manager, Customer Service, the customers can contact the Grievance Redressal Officer (GRO) of the Company whose details are given below.
Name of the GRO: Mr. Mr. R Naveen Kumar, Vice President – Operations and Compliance, Telephone: 044 45650024 Address: No. 8B, Doshi Towers, 8th Floor, No: 205, Poonamalee High Road, Kilpauk, Chennai 600 010 E-mail: nodalofficer@aptusindia.com

Level 4: National Housing Bank

If the complainant does not receive any response from the Company within 30 days of filing the complaint or is dissatisfied with the response received, he/she may lodge their complaint to National Housing Bank by:

Lodging a complaint on the online grievance handling portal of NHB - GRIDS
Sending the complaint to NHB by post. Click Here to download the Complaint Form. You may fill and send the form along with letters or enclosures, if any, by post or courier to the following address:

Complaint Redressal Cell,
Department of Regulation and Supervision,
National Housing Bank,
Core 5A, India Habitat Centre, Lodhi Road,
New Delhi 110 003.

Grievance Redressal Mechanism