AU Small Finance Bank Grievance Redressal – Escalation Matrix

General Queries and Service Enquiries

If an AU SFB customer wants to raise any complaint or query, one can call the customer care toll-free numbers of the bank at 1800 1200 1200 or 1800 26 66677.

Alternatively, the customer can also write to the bank at customercare@aubank.in.

Please note if the complaint of the customer is not resolved in time, one can bring the complaint to the notice of the Branch Manager. Customers can find the details of the branch manager at respective branches.

First Level Escalation

If the resolution is not provided in 7 working days by the customer care representative or the Branch Manager, the customer can further escalate the issue to the Regional Officer of the bank. Details of Regional Officers region-wise are mentioned in the provided link.
https://www.aubank.in/grievance-redressal-mechanism-grievance-redressal-mechanism.pdf

Second Level Escalation

If the Regional Officer fails to provide any solution at Level 1 within 7 days of raising the complaint to the Regional Officer, the customer can escalate the issue to the Principal Nodal Officer of the Bank under:

AU Small Finance Bank Limited
Bank House, 6^th Floor, Mile 0, Ajmer Road,
Jaipur, Rajasthan, PIN – 302001
Email id: pno@aubank.in
Contact details: 0141-6660654

Escalation to Ombudsman

If the customer is still not satisfied with the resolution provided at the above-mentioned levels, the customer can reach out to the Bank Ombudsman as under:
https://cms.rbi.org.in/rbi/vividflow/run/rbi?language=Auto

Read More: AU Small Finance Bank Customer Care