Customer
Grievance
Redressal
We have an established grievance redressal mechanism in accordance with applicable regulatory guidelines, including the Fair Practices Code and relevant directions issued by the Reserve Bank of India for Asset Reconstruction Companies.
Customers may raise concerns, complaints or grievances through the channels listed below. All complaints received are reviewed through a structured escalation framework designed to ensure timely acknowledgement and resolution.
GRIEVANCE REDRESSAL DAY
Direct Interaction
with Senior
Officers
The 20th of every month is observed as Grievance Redressal Day at CFM ARC.
On this day, customers may visit our offices in Ahmedabad, Mumbai or Delhi to directly meet designated senior officers and discuss their concerns.
* No prior appointment is required
* Customers may submit concerns in person
* Senior officers will be available for interaction and review
If the 20th falls on a non-working day or public holiday, Grievance Redressal Day will be observed on the preceding working day.
Submitting a Grievance
How to Reach Us
Customers may contact us through phone, email or written communication.
Customer
Support Contact
10:00 AM to 6:00 PM
(excluding public holidays)
Registered
Office
Block No. A/1003, West Gate, Near YMCA Club, Survey No. 835/1+3, S.G. Highway, Makarba, Ahmedabad – 380051
Corporate
Office
1st Floor, Wakefield House, Sprott Road, Ballard Estate, Mumbai – 400001
Branch Office
(Delhi)
101–104, Mohta Building 4, Bhikaji Cama Place, New Delhi – 110066
Grievance Redressal Officer (GRO)
If the customer does not receive a response within 15 working days of submitting the complaint or is dissatisfied with the response received, the matter may be escalated to the Grievance Redressal Officer.
Address:
1st Floor, Wakefield House,
Sprott Road, Ballard Estate,
Mumbai – 400001, India
All complaints escalated to the GRO will be reviewed and responded to within 15 working days.
Principal Nodal Officer (PNO)
If the complaint remains unresolved or the customer is dissatisfied with the response provided by the GRO, the matter may be escalated to the Principal Nodal Officer.
Address:
1st Floor, Wakefield House,
Sprott Road, Ballard Estate,
Mumbai – 400001, India
The Principal Nodal Officer will review and respond within 7 days of escalation.
RBI Integrated Ombudsman Scheme
If the complaint is not resolved within 30 days from the date of the initial complaint or if the customer remains dissatisfied with the final response provided by the Company, the complaint may be escalated under the RBI Integrated Ombudsman Scheme.
Postal Address:
Centralised Receipt and Processing Centre,
Reserve Bank of India,
4th Floor, Sector 17,
Chandigarh – 160017
IMPORTANT NOTE
Resolution Timelines
Customers are advised to provide complete details and supporting information while submitting complaints to help facilitate timely review and resolution.
All grievance handling processes are carried out in accordance with applicable regulatory requirements and internal review procedures.
