Fair Practices Code Policy

This Code has been formulated by Aptus Finance India Private Limited (Aptus Finance), the “company”, pursuant to the Guidelines issued by the Reserve Bank of India on Fair Practices Code for Non Banking Finance Companies vide its circular DNBR (PD) CC.No.054/03.10.119/2015-16 dated July 01, 2015. This Code supersedes all previous versions and shall come into force with effect from August 11, 2020.


The primary objective of the code is as below,

  • To promote good and fair practices by setting minimum standards in dealing with customers.
  • To increase transparency so that the customer can have a better understanding of the services expected.
  • To promote a fair relationship between the company and the customer.
  • To encourage market forces, through fair competition, to achieve higher operating standards.
  • To foster confidence in the housing finance system overall.

Application of the Code

Commitment to Customers

Advertising, Marketing and Sales


Processing the application for Loans

Loan appraisal and terms/conditions

Processing Fees and Charges

Communication of rejection of Loan Application

If APTUS FINANCE cannot provide the loan to the customer, it will communicate in writing that the loan has been declined and to the extent possible explain to the customers the reasons for decline

Disbursement of loans


Privacy and Confidentiality

Credit reference agencies

Collection of Dues

Branch shifting/Closure


Complaints and Grievances

Every branch of the Company has been provided with a complaints register. The customers can lodge their complaints in the register; the Branch Manager would be the person responsible to handle the customer grievances. If the query remains unsolved for 14 days or if the customer is not satisfied with the resolution provided by the branch manager, the customers can contact the Manager, Customer Service through:

1. Mail: Customers can mail their grievances directly through the e-mail id: customercare@aptusfinance.com

2. Post: By sending their complaints to “Manager, Customer Service, Aptus Finance India Private Ltd, 8B, Doshi Towers, 205, P H Road, Chennai -600010.

3. Phone: Customers can directly call Aptus Finance at 044- 45650030 and register their complaint.

If the query remains unsolved for 7 days or if the customer is not satisfied with the resolution provided by the Manager, Customer Service, the customers can contact the Grievance Rederessal Officer (GRO) of the Company whose details are given below.

Name of the GRO: Laxmi Sridhar, Manager & CFO

Telephone: 044 45650037

E-mail: laxmi.sv@aptusfinance.com

If the query remains unsolved for 7 days or if the customer is not satisfied with the resolution provided by the GRO, the customer may approach the Officer-in-Charge of the Department of Non-Banking Supervision of the Reserve Bank of India, Chennai at the following address.

Reserve Bank of India

Department of Non‐Banking Supervision,

RBI, Fort Glacis, Rajaji Salai,

Chennai, Tamil Nadu – 600001.

Phone no – 044 25393406

Fax no – 044 25393797

e-mail: nbfcochennai@rbi.org.in

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