AU Small Finance Bank (AU SFB) is a prominent financial institution in India. It’s known for its efforts to bring banking to the unbanked and underbanked sections of society, providing services like savings and deposit accounts, loans, and other financial products.
Regarding customer complaints, common issues reported include concerns related to credit card transactions, dissatisfaction with savings interest rates, challenges in closing SIPs (Systematic Investment Plans), issues with loan-related fraud, and difficulties in unfreezing accounts. Customers have also expressed difficulties with credit card approvals and discrepancies in EMI amounts.
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If you are one of them, AU SFB has multiple channels for customers to lodge complaints or queries, including toll-free numbers, email support, and an online portal for reporting unauthorized transactions. The officials and nodal offices will try to resolve your concerns and if a complaint is not resolved within 30 days, you also may approach the RBI Banking Ombudsman.
For any specific issues, customers can reach out to the designated heads of various departments via email for a response within three business days. This structured grievance redressal system of AU SFB is provided below. Read, here how you can lodge a complaint by using the available mechanism.
Level 1: Customer Care, AU SFB
Initially, you can speak directly to the branch manager of your AU SFB branch or call the toll-free customer care number of AU Small Finance Bank. Follow the steps to file your complaint.
Step 1: Choose your preferred method
- Visit Your AU SFB Branch:
- Contact your branch office or locate your nearest AU SFB branch using the branch locator: https://locate.aubank.in/
- Speak to the branch manager and explain your complaint clearly.
- Provide relevant documentation (account statements, transaction receipts, etc.) to support your complaint.
- Contact AU SFB Customer Care:
-
- AU SFB Customer Care Number: Call the toll-free helpline number 180012001200 or complaint number 18002666677. Other non-toll-free numbers are:
- WhatsApp Number: Message on +918383838399
- Credit Card Helpline: Call the toll-free number 180012001500 or +911417141100 / +911414455000 for rewards and commercial card support.
- Online AU Support:
- Online form: Click “file a complaint” and log in to the support portal of AU SFB.
- Explain your issue in detail by filling out the complaint form. Note down the complaint reference number provided after successful submission or sent on your registered mobile number.
- Send an Email:
- Send the email to customercare@aubank.in or nriservices@aubank.in (NRI customers)
- For AU SFB credit cards, email to creditcard.support@aubank.in or creditcard.priority@aubank.in
- For credit card rewards, email to customercare@rewardz.aubank.in
- Commercial credit card holders can email customercare@rewardz.aubank.in
Must write about what you would like AU SFB to do to resolve the problem (e.g., refund, correct an error, provide an explanation, etc.)
Step 2: Provide Required Details
Write your complaint or explain the problem outlining your complaint with the following details:
- Your name and contact information
- Account number (if relevant)
- A detailed description of the issue
- Names of any AU SFB representatives involved (if applicable)
- Date and time of the occurrence
Any supporting documents as attachments such as transaction receipts, screenshots, copies of bills, etc.
Step 2: The Resolution Process:
The process of resolution includes:
- Acknowledgement: AU SFB should acknowledge receipt of your complaint and provide a reference number for tracking purposes.
- Investigation: AU SFB will investigate your complaint, which may involve reviewing transaction records, policies, and contacting relevant staff.
- Response: AU SFB aims to provide a resolution within a reasonable timeframe. This could involve:
- Offering an explanation and apology.
- Correcting an error.
- Processing a refund.
- Changes to a policy or procedure if a systemic issue is identified.
If you’re not satisfied with the resolution at Level 1, you have the right to escalate the complaint to the Regional Nodal Officer and subsequently the Principal Nodal Officer.
Level 2: Escalation to the Regional Nodal Officer
If your issue is not resolved within 7 days at Level 1, you can escalate it to the Regional Nodal Officer (RNO). Find the RNO details for your region on the AU SFB website or use from below table.
In your escalation grievance, must include the ticket/acknowledgement ID of the previous complaint with the expected resolution from the Nodal Officer.
Contact Details:
| Region | Contact Details |
|---|---|
| Rajasthan | Address: AU Small Finance Bank, Plot No. C-6, Harikishan Somani Marg, Ajmer Road, Jaipur, Rajasthan, PIN – 302001 Phone: +917340012367 Email: rno.jaipur@aubank.in |
| Madhya Pradesh | Address: AU Small Finance Bank, 6th Floor, Dhan Trident Block No. B-3, PU-4, Building, Near Vijay Nagar, AB Road, Indore – 452010 Phone: +918108119708 Email: rno.bhopal@aubank.in |
| Chhattisgarh | Address: AU Small Finance Bank, Plot No. 22, Sheet No. 9, Near Daga Petrol Pump, Fafadik Chowk, Raipur, Chattisgarh, PIN – 492001 Phone: +91808119708 Email: rno.raipur@aubank.in |
| Maharashtra and Goa | Address: AU Small Finance Bank, Corporate House, G Block, 2nd Floor, Kanakia Zillion, Junction of LBS & CST Marg, BKC Annex, Kurla (West), Mumbai, PIN – 400070 Phone: +918422879342 Email: rno.mumbai@aubank.in |
| Delhi, Ghaziabad and Gautam Budh Nagar districts of Uttar Pradesh | Address: AU Small Finance Bank, F-4, Ground Floor, East of Kailash, New Delhi, PIN – 110024 Phone: +918130096629 Email: rno.delhi@aubank.in |
| Rajasthan | Address: AU Small Finance Bank, Plot No. C-6, Harikishan Somani Marg, Ajmer Road, Jaipur, Rajasthan, PIN – 302001 Phone: +917340012367 Email: rno.jaipur@aubank.in |
| Madhya Pradesh | Address: AU Small Finance Bank, 6th Floor, Dhan Trident Block No. B-3, PU-4, Building, Near Vijay Nagar, AB Road, Indore – 452010 Phone: +918108119708 Email: rno.bhopal@aubank.in |
| Chhattisgarh | Address: AU Small Finance Bank, Plot No. 22, Sheet No. 9, Near Daga Petrol Pump, Fafadik Chowk, Raipur, Chattisgarh, PIN – 492001 Phone: +91808119708 Email: rno.raipur@aubank.in |
| Maharashtra and Goa | Address: AU Small Finance Bank, Corporate House, G Block, 2nd Floor, Kanakia Zillion, Junction of LBS & CST Marg, BKC Annex, Kurla (West), Mumbai, PIN – 400070 Phone: +918422879342 Email: rno.mumbai@aubank.in |
| Delhi, Ghaziabad and Gautam Budh Nagar districts of Uttar Pradesh | Address: AU Small Finance Bank, F-4, Ground Floor, East of Kailash, New Delhi, PIN – 110024 Phone: +918130096629 Email: rno.delhi@aubank.in |
| Himachal Pradesh, Punjab, Union Territory of Chandigarh and Panchkula, Yamuna Nagar and Ambala Districts of Haryana | Address: AU Small Finance Bank, SCO 45 – 46, Sector 8 C, Chandigarh, PIN – 160018 Phone: +919773380617 Email: rno.chandigarh@aubank.in |
| Gujarat | Address: AU Small Finance Bank, Ground floor, Shital Varsha Complex, Shivranjani, Cross Road, Satellite, Ahmedabad, PIN – 380009 Phone: +918980018728 Email: rno.ahmedabad@aubank.in |
| Karnataka | Address: AU Small Finance Bank, Ground Floor, N-9, 24th Main, J.P. Nagar 1st Phase, Bangalore- 560078 Phone: +918306994023 Email: rno.bangalore@aubank.in |
| Union Territories of Jammu & Kashmir and Ladakh | Address: AU Small Finance Bank, Sh. Hardev Singh, Khasra No. 8, Shivaji Chowk, Sector 14, Ground Floor, Near Zorawar Singh Chowk, Nanak Nagar, Bahu Plaza, Jammu – 180004 Phone: +919773380617 Email: rno.jammu@aubank.in |
| Himachal Pradesh, Punjab, Union Territory of Chandigarh and Panchkula, Yamuna Nagar and Ambala Districts of Haryana | Address: AU SMALL FINANCE BANK LIMITED, SCO 45 – 46, Sector 8 C, Chandigarh, PIN – 160018 Phone: +91 97733 80617 Email: rno.chandigarh@aubank.in |
| Gujarat | Address: AU SMALL FINANCE BANK LIMITED, Ground floor, Shital Varsha Complex, Shivranjani, Cross Road, Satellite, Ahmedabad, PIN – 380009 Phone: +91 8980018728 Email: rno.ahmedabad@aubank.in |
| Karnataka | Address: AU SMALL FINANCE BANK LIMITED, Ground Floor, N-9, 24th Main, J.P. Nagar 1st Phase, Bangalore- 560078 Phone: +91 8306994023 Email: rno.bangalore@aubank.in |
| Union Territories of Jammu & Kashmir and Ladakh | Address: AU SMALL FINANCE BANK LIMITED, Sh. Hardev Singh, Khasra No. 8, Shivaji Chowk, Sector 14, Ground Floor, Near Zorawar Singh Chowk, Nanak Nagar, Bahu Plaza, Jammu – 180004 Phone: +91 97733 80617 Email: rno.jammu@aubank.in |
| Uttar Pradesh (excluding Districts of Ghaziabad, Gautam Buddha Nagar, Saharanpur, Shamli, Muzaffarnagar, Baghpat, Meerut, Bijnor and Amroha) and Dehradun | Address: AU SMALL FINANCE BANK LIMITED, SCO No. 240, Sector 12, Part 1, Urban Estate, Karnal, Haryana 132001 Phone: +91 81302 22154 Email: rno.kanpur@aubank.in |
| West Bengal | Address: AU SMALL FINANCE BANK LIMITED, 56A, Hemanta Basu Sarani, Stephen House, BBD Bag, KOLKATA-700001 Phone: +91 8905111320 Email: rno.Kolkata@aubank.in |
| Telangana & Andhra Pradesh | Address: AU SMALL FINANCE BANK LIMITED, 3-5-908/1,2,3, Ground Floor, Himayat Nager, Hyderabad – 500029 Phone: +91 9257021014 Email: rno.hyderabad@aubank.in |
| Odisha | Address: AU SMALL FINANCE BANK LIMITED, Plot No – 123, 124, Cuttack Puri Road, Laxmisagar – 1, Unit No-30, Khurda, Bhubaneswar – 751006 Phone: +91 8905111320 Email: rno.bhubaneshwar@aubank.in |
| Tamil Nadu & Kerala | Address: AU SMALL FINANCE BANK LIMITED, NO. 137, Anna Salai, Mount Road, Chennai – 600002 Phone: +91 9773351909 Email: rno.chennai@aubank.in |
| Bihar | Address: AU SMALL FINANCE BANK LIMITED, Ground Floor, Chandi House, Exhibition Road, Patna- 800001, Bihar, India Phone: +91 8905111320 Email: rno.patna@aubank.in |
| Jharkhand | Address: AU Small Finance Bank Limited, 101-102 Ist floor H-Square, opp. Westside, Lalpur, Ranchi-834001, Jharkhand, India Phone:+91 8905111320 Email:rno.ranchi@aubank.in |
| Haryana | Address: AU Small Finance Bank Limited, SCO No. 240, Sector 12, Part 1, Urban Estate, Karnal, Haryana 132001 Phone: +91 81302 22154 Email: rno.haryana@aubank.in |
| Assam | Address: AU Small Finance Bank Limited, Ground Floor, NBS Tower, G S RD, Near Datamation, Bora Service, Guwahati, Assam 781007, India Phone: +91 8905111320 Email: rno.guwahati@aubank.in |
Level 3: Write to the Principal Nodal Officer
If the RNO fails to address your complaint satisfactorily within 7 days, further escalate the matter to the Principal Nodal Officer:
| Designation | Principal Nodal Officer, AU SFB |
|---|---|
| Phone Number | +911416660645 |
| pno@aubank.in | |
| Address | AU Small Finance Bank Ltd, Bank House, 6th Floor, Mile 0, Ajmer Road, Jaipur, Rajasthan, PIN – 302001 |
Don’t forget to provide the reference/ticket ID of the previous complaint with the reason for dissatisfaction and the expected resolution from the Officer.
Level 4: Banking Ombudsman (RBI)
If AU SFB’s internal process doesn’t resolve your issue within 30 days, you have the option to approach the Banking Ombudsman appointed by the Reserve Bank of India (RBI). To file a complaint and understand the mechanism to resolve a dispute related to AU SEB, visit the link below.
As we suggested earlier, provide all relevant information regarding previously lodged complaints with AU Small Finance Bank and final responses from each level.
For any disputes regarding other financial matters with AU SFB, you may approach these respective regulatory/appellate bodies:
- Insurance Ombudsman, IRDAI
- National Housing Bank (NHB)
- Securities and Exchange Board of India (SEBI)
Important Tips:
Aim to file complaints promptly after the issue arises. AU SFB has timeframes for resolutions at each escalation level. Keep records of communication with AU SFB, including dates, names of representatives, and details of your complaint. If escalating to higher levels, submit a formal written complaint outlining the issue and desired resolution.
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