Grievance Redressal Process
Last Updated on 5 April, 2025
1. Introduction
Ambak (TenB Fintech Pvt Ltd) believes that delightful customer experience is key to building and nurturing strong relationships with our customers. We do our best to guide our customers with the utmost empathy and compassion. However, differences of opinion and friction may arise out of interactions and our customers may express their dissatisfaction as complaints. We view a complaint as an opportunity to demonstrate our commitment to the customer as well as a vital input to improve the product, process, technology, and people aspects.
To highlight such instances and register a complaint/ grievance related to Credit report, Consent withdrawal, etc. we request you to follow the below-mentioned process.
2. Process of Grievance Redressal
Level 1:
The customer may raise his/her complaint through our customer care number 0124-6983600 or “customersupport@ambak.com” and the customer will receive the update/response within 72 working hours from Ambak support team.
Level 2:
In case a customer doesn't receive a response from Level 1 within 72 working hours then the customer may raise his/her complaint to a supervisor by sending an email supervisor@ambak.com and the customer will receive the update/response within 48 working hours.
- Supervisor: Lakshay Singh
- Contact Email ID: supervisor@ambak.com
- Address: 4th Floor, Rider House, Gurgaon - 122003
Level 3:
In case, the complaint is not addressed within 7 days from the date of filing the complaint or the Customer is not satisfied with the resolution provided at Level – 2, the customer may escalate by writing to us at:
- Grievance Officer: Khyati Choudhary
- Contact Email ID: khyati.choudhary@ambak.com
- Address: 4th Floor, Rider House, Gurgaon - 122003
3. Escalation Matrix
| Sr. No | Level | Response Time | Turnaround Time | Name along with designation | Contact Details |
|---|---|---|---|---|---|
| 1 | Level 1 | 72 Hours | 30 Days | The initial complaint will be handled by customer experience executive (Monday To Saturday 10:00 AM to 7:00 PM) | Address: 4th Floor, Rider House, Gurgaon - 122003 Phone: 8058058009Email: customersupport@ambak.com |
| 2 | Level 2 | 48 Hours | 21 Days | Name: Lakshay Singh Designation: Team Leader - Customer Experience | Address: 4th Floor, Rider House, Gurgaon - 122003 Email: csupervisor@ambak.com |
| 3 | Level 3 | 48 Hours | 14 Days | Name: Khyati Choudhary Designation: Grievance Office | Address: 4th Floor, Rider House, Gurgaon - 122003 Email: khyati.choudhary@ambak.com |
Note: We will send our final response or explain if more time is needed within the above-mentioned TAT from the receipt of the query or complaint.
If the concern is related to your Credit Information Report, you may also reach out to TransUnion CIBIL . You can raise a consumer dispute with CIBIL directly at - Consumer Dispute Resolution | CIBIL
