Grievance & Escalation Matrix
Review our structured customer complaint resolution channel and Grievance Officer contact details.
Our Customer Commitment
AavivaCred values your experience. We are committed to addressing any issues related to our referral service, data processing, and platform operations within defined timelines.
Level 1 Support Helpdesk
For basic queries, application status, or feedback, you can contact our primary support channel:
- Email: support@aavivacred.com
- Hotline Support: +91 9711149319
- Working Hours: Monday to Saturday (9:30 AM to 6:30 PM)
Turnaround Time: Queries are typically resolved within 5 to 7 business days.
Level 2 Grievance Officer
If your complaint remains unresolved at Level 1, or if you are not satisfied with the support response, you can escalate the matter directly to our Grievance Redressal Officer:
- Designation: Grievance Redressal Officer
- Corporate Address: 71 Navyug Market, Ghaziabad, Uttar Pradesh - 201001
- Phone Contact: +91 9711149319
- Escalation Email: grievance@aavivacred.com
Turnaround Time: Resolved within 15 business days of ticket receipt.
Level 3 Regulatory Redressal
If your loan query relates to an issue with a partner bank/NBFC (such as collections harassment, repayment delays, or foreclosure calculations), we recommend lodging a complaint directly with the lender's nodal officer.
If your concern is not resolved by the lender within 30 days, you can lodge an online grievance with the Reserve Bank of India (RBI) Ombudsman through their CMS Portal at cms.rbi.org.in or through the Sachet portal.
