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Call Fax E-mail Mail Website Customers can call us at our helpline: 39001111* (local charges applicable) or 1800 119 949 (Toll Free - MTNL, BSNL, Airtel, Reliance, TATA, Idea, Vodafone and Aircel users) between 9.00 am to 6.00 pm. Fax us at 011-44002380 Send an e-mail to wecare@afsindia.com Write in to us at Customer Correspondence Unit, CitiFinancial Consumer Finance India Ltd., 6 LSC, 2nd Floor, Pushp Vihar, New Delhi - 110062. or P.O. Box - 3548, Lajpat Nagar, New Delhi - 110 024 www.citifinancial.co.in *Landline: You can dial the number directly from any landline within India. Do not prefix any code (Local charges applicable). *Mobile: Local STD code of that particular city has to be prefixed from any Mobile within India (Local charges applicable). We at CitiFinancial welcome your feedback. Please write in your queries to wecare@afsindia.com Click on to expand and on to minimise the details. How do I get information on my existing loan? You can get information such as the outstanding loan amount, number of installments paid or remaining installments, etc. on your existing loan by contacting us through any channel mentioned in the tab, 'Contact Us'. What are the options to pay the Equated Monthly Installment (EMI)? You can pay the EMI either through Post Dated Cheques (PDC) for the entire repayment period or through ECS (Electronic Clearing System). The ECS Mandate form must be attested by your bank branch (from which installments are being paid) in case you wish to avail ECS facility. Please contact us through any channel mentioned in the tab, 'Contact Us'. What happens after I have paid the last installment? Once the last installment has been paid and loan account stands closed, Closure Letter or No Objection Certificate (NOC) will be issued upon receiving a request. For your Personal Loan / Home Appliance Loan closure letters will be issued. For your Two-Wheeler / Auto Loan, NOC and Form 35 (two copies each) to cancel hypothecation on the vehicle is issued. For NOC , please send us your valid ID proof and Registration copy. The Registrar's Office requires a NOC and Form 35 for updating the registration book. Your two-wheeler / Auto insurance company also requires a NOC to make the necessary changes on the policy taken out. In case you have a Home Loan / Loan Against Property, the property papers will be returned to you on receipt of your request through any channel mentioned in the tab, 'Contact Us' Can I sell my two-wheeler before repayment of my loan? You cannot sell the vehicle unless you repay the loan. An NOC is required from the financier, before you can sell the vehicle. How can I swap my cheques if I have changed my bank account? Visit our office in your city or send us following documents at the address mentioned in the tab 'Contact Us' If the payment mode is PDC, send us a fresh set of Post Dated Cheques (PDC) from your new bank account along with Signature Verification Report attested by your bank. If the payment mode is ECS, send us 2 ECS Mandate Forms (ECS) attested by your banker, copy of first page of bank statement along with security PDCs*. If the bank account number exceeds 15 digits, you are requested to mention the short bank account number attested by your banker in the ECS Mandate Form. Loan Type Number of security PDCs required Personal Loan 5 PDCs, 1 of principal amount, 3 of EMI amount, 1 blank cancelled cheque Home Loan / Loan Against Property 8 PDCs, 1 of principal amount, 6 of EMI amount, 1 blank cancelled cheque Can I issue cheques from more than one bank account? Yes. We accept cheques from more than one bank account, provided the bank account is in your name. In case of excess payment by me, when will I receive my refund cheque? In case of excess payment, please contact us through any channel mentioned in the tab, 'Contact Us' and we will send a refund cheque of the excess amount through courier to your mailing address. After getting the No Objection Certificate (NOC), do I need to get the hypothecation removed immediately? The NOC is valid for a specific time period. You need to get the hypothecation removed within the said time period from issuance of an NOC. In case the lien is not removed within the specified period, the NOC issued earlier would have to be produced for revalidation. How do I get my hypothecation removed if I misplace my NOC? You need to send us your vehicle Registration copy along with indemnity bond to our Head Office or visit our branch in your city. The Indemnity Bond should be printed on a stamp paper of Rs.100 , attested from a Notary Public Officer .Once the request and the document is received, a duplicate NOC will be sent to your mailing address. Can I send somebody to transact on my behalf to CitiFinancial offices? Yes you can, with an authority letter mentioning the representative's name. The representative must carry his/her own Identification (ID) proof for verification. Service Request - Getting in touch At CitiFinancial, we aim to provide our customers with services of the highest standard. In case of a complaint, we will be glad to assist you. We endeavor to resolve your concern within 5 working days of receipt of the same. Following are the detailed levels through which we address customer grievances. Click on to expand and on to minimise the details. Level 1 Call Us CitiFinancial has provided dedicated telephone numbers where you can call and log any grievances at 1800-11-99-49 (Toll Free-MTNL, BSNL Airtel, Reliance, TATA, Idea, Vodafone & Aircel users) or at 39001111. Fax You can also communicate grievances if any through Facsimile at the given number: 011-44002380 Send us an email You can write at the given e-mail ID: wecare@afsindia.com Website You can also contact us through our official website: www.citifinancial.co.in Write to us You can also write to us at: P.O. Box - 3548, Lajpat Nagar, New Delhi - 110 024 Level 2 Escalation of complaints - To Customer Service Head If you are not satisfied with the response received from the above access channels, you may send an email to Head Customer Care at head.customercare@afsindia.com or write to the Customer Service Head at P.O. Box - 3548, Lajpat Nagar, New Delhi - 110 024, explaining the details of the issue concerned. Level 3 Escalation of complaints - To Grievance Redressal Officer If you are not satisfied with the response received from Head Customer Care and wish to raise the issue with a Senior Officer within the Company, you may escalate your concerns to Grievance Redressal Officer, whom we have appointed to examine customer issues and provide an impartial resolution. The Grievance Redressal Officer, Ms. Girija Balasubramaniam can be contacted in the following ways. Contact No: 011-4400 2436 / 011-4400 2462 Address: CitiFinancial Consumer Finance India Limited Grievance Redressal Officer P.O. Box - 3548, Lajpat Nagar, New Delhi - 110 024 E-mail: GROdesk@afsindia.com or Girija.Balasubramaniam@citi.com Level 4 Escalation of complaints - To Managing Director If you are not satisfied with the response received or have not got any response in 7 working days from us, you can escalate your concern to the Managing Director: Email: managingdirector.CFI@citi.com. Escalation to RBI In case the complaint / dispute is not redressed within a period of one month, you may appeal to the Officer-in-Charge of the Regional Office of DNBS of RBI. The address is given below: The General Manager Department of Non Banking Supervision, Reserve Bank of India, 6, Parliament Street New Delhi – 110001 P.O Box No: 87 Ph. 011-23714456 Email: dnbsnewdelhi@rbi.org.in * Terms & Conditions Apply. All loans at sole discretion of CitiFinancial Consumer Finance India Limited. For details contact our Customer Service department.

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