We at AU Small Finance Bank Limited (“Bank”), collectively focus our efforts towards “Best Customer Experience” and work on the principles of providing seamless, easy, fast, and transparent banking services to our customers.

Bank personnel work with “Customer First” mindset and treat customers with courtesy and respect in every communication. In exceptional circumstances, like systems downtime, policy-related issues and compliance-related concerns, may compel the Bank to convey decisions that may not be to your entire satisfaction, despite the Bank’s best efforts. These are, however, only the exception and not the normal practice. The prudent practice of Bank is to provide agreeable solutions, and that too at the first interaction itself; and the compliments we receive from satisfied customers by various mode of communication.

Most of our customers understand our compulsions in such situations. However, a few customers react to such situations towards personnels of the Bank by resorting to provocative and unparliamentary language or rude and disruptive behaviour stretch tolerance, cause trouble and influence on morale and efficiency. This can lead to a compromise in the level of service received by other customers and hence is indefensible and unacceptable.

Therefore, we must inform you that henceforth, customers found to be using or adopting to offensive or unparliamentary language in any of their interactions, conversations or dealing with Bank personnel will be required to close the relationship with the Bank. We earnestly hope that we may never have to resort to taking this step and this remains a step to be taken in the rarest of rare cases or situations.

In the event the resolution to any of your query is not to your satisfaction, you may contact the Bank on support/contact-us