Axis Bank Personal Loan Customer Care: 24/7 Toll Free Number & Complaints

Axis Bank Personal Loan Customer Care

1860-419-5555

1800-209-5577 (toll free number)

1860-500-5555

1800-103-5577 (toll free number)

NRI customers can use the following toll free numbers:

Axis Bank NRI Personal Loan customers can also call non-toll free number to register their queries/complaints +91 40 67174100

The customer can also “chat with an agent” by entering a registered email ID, mobile number with country code from 9:30 am to 6:30 pm from the bank’s website under the support section. The chat option is available 24×7 for NRI customers.

Existing borrowers of Axis Bank Personal Loan can get in touch with the bank officials via mail (using the ‘Connect via Email’ option) from the support section of the website. The customer has to fill in the below mentioned details:

• Email ID
• Mobile Number
• Last 4 digits of their account number or card (last 4 digits)
• Name on the account or card

Grievance Redressal

Level 1

Axis Bank Personal loan customers can contact the lender using any of the below mentioned channels to register their complaints:

• Phone banking or call centre numbers:
  • For Axis Bank customers: 1860-419-5555, 1860-500-5555
  • For personal loan customers having Citibank relationships (being migrated to the Axis Bank platforms): 1860 210 2484 (Local call charges apply). Customers calling from outside India can use +91 22 4955 2484 to register their grievances.
• Website Support:
  • For Axis Bank customers: www.axisbank.com/support/. Axis Bank customers can lodge a complaint with the bank by clicking on the following link: https://application.axisbank.co.in/webforms/axis-support/index.aspx
  • For personal loan customers holding Citibank relationships (being migrated to the Axis Bank platforms): https://www.online.citibank.co.in/customerservice/Personal.htm
• Branches or loan centres:
  • Axis Bank Customers can visit www.axisbank.com to get the details of the nearest branch or loan centre
  • Personal loan customers holding Citibank relationships (being migrated to the Axis Bank platforms) can get the details of their branch or loan centres by visiting https://www.online.citibank.co.in/customerservice/branch-atmlocations.htm
• Email or web chat channels of the bank
• Social media handles:
  • Axis Bank Personal Loan customers can visit the lender’s social media handles to register their grievance
  • Personal loan customers holding Citibank relationships (being migrated to the Axis Bank platforms) can visit Citi managed social media handles

For Existing Customers of Overseas Branches & Representative offices (Level 1 complaints)

The Complaints Handling Officer for handling customer complaints in overseas branches/representative offices is the Chief Executive Officer of the branch or the Chief Representative of the representative office. The branch or representative office, if mandated by local regulations, can advise the local regulator about his/her role as the Complaints Handling Officer. The email addresses of the complaints handling officers are as follows:

Axis Bank has set a time period of maximum 10 days for responding to its customer complaints and if the customer is not satisfied with the lender’s response, he/she can escalate the matter to Level 2.

Level 2: Circle Nodal Officer/Nodal Officer at Head Office

Existing Axis Bank Personal Loan borrowers who are not satisfied with the response offered at Level 1 can take up their complaint with the Nodal Officer or Circle Nodal Officer at the head office for domestic/overseas branch customers. The customer can send their complaint to the Nodal Officer via any of the following methods:

Digital Lending Grievance Redressal Officer (GRO) for FinTech/Digital lending related concerns

Nodal Officer of Other Related Concerns 

Nodal Officer of Persons with Disabilities 

The lender has set a turnaround time of 10 days to provide a response to the customer’s complaints.

Level 3: Principal Nodal Officer

If the customer is dissatisfied with the resolution provided at Level 2, he/she can escalate the complaint to the Principal Nodal Officer of the bank for domestic/overseas branch customers. The customer can send their grievance to the Principal Nodal Officer through any of the following channels:

The bank has a turnaround time of 10 days to provide a response to their complainant.

Level 4

Existing Axis Bank Personal Loan customers can take their complaint to the Office of the Banking Ombudsman if their issue remains unresolved even after approaching the above mentioned levels or if the bank fails to provide a resolution within 30 days of making the complaint. The customer can file the complaint with the Banking Ombudsman through the following link: https://cms.rbi.org.in/rbi/vividflow/run/rbi#captchaAuthentication

The details of the Nodal Officers under the Banking Ombudsman Scheme are given below:

Note: Last updated on 11 November 2024