Grievance Redressal Mechanism
AU Golden Consultancy Solutions Private Limited is committed to transparent customer service and prompt resolution of user enquiries or grievances.
1. Our Grievance Resolution Principles
We treat every consumer complaint with seriousness, confidentiality, and fairness. In compliance with the Reserve Bank of India’s guidelines on digital lending and customer service, AU Golden provides a structured, 3-tiered grievance redressal mechanism.
2. Three-Tier Escalation Matrix
For queries regarding applications, eligibility, document submission, or advisor communication:
Email: support@au-golden.com
Helpline: +91 99236 74651
If your complaint is unresolved within 72 hours, or if you are dissatisfied with the response from the support desk, you may escalate your concern to our designated Nodal Grievance Officer:
Designation: Nodal Grievance Officer
Company: AU Golden Consultancy Solutions Private Limited
CIN: U69201PN2026PTC260084 | GSTIN: 27ABGCA6695R1ZM
Address: Pune - Sangli Division, Maharashtra
Email: support@au-golden.com (Attn: Grievance Cell)
Phone: +91 99236 74651
If the complaint relates to a partner Bank or NBFC and remains unresolved after 30 days of filing with the respective institution, customers have the right to lodge a complaint via the RBI Complaint Management System (CMS) or contact the Banking Ombudsman:
Reserve Bank of India CMS Portal: cms.rbi.org.in
3. Turnaround Timelines (TAT)
Acknowledgment
Within 48 Hours
Ticket reference number dispatched via email or SMS.
Final Resolution
Within 14 Business Days
Written confirmation of resolution and corrective steps.