Grievance Redressal

How to raise a complaint

1. Contact Support or use the authenticated support process for account-specific issues.
2. Provide your name, registered contact details, transaction or ticket reference, and a clear description of the issue.
3. Keep the acknowledgement or ticket reference for follow-up.

Escalation levels

If a complaint is not resolved to your satisfaction at one level, you may escalate to the next:

1. Level 1 — Support: raise the issue through our Support channel. We aim to acknowledge complaints within 3 business days.
2. Level 2 — Grievance Officer: if unresolved, escalate to our Grievance Officer using the contact details below, referencing your original ticket. We aim to resolve escalated complaints within 30 days, consistent with applicable regulatory timelines.
3. Level 3 — Regulator or Ombudsman: if you remain dissatisfied after our final response, or do not receive a response within 30 days, you may approach the Reserve Bank of India's Integrated Ombudsman Scheme or another regulator with jurisdiction over the relevant service.

Review and escalation

We will review the complaint, request additional information when needed, and communicate the outcome through an approved contact channel. If you are not satisfied or do not receive a response within the applicable timeline, escalate through the contact details below and reference the original ticket.

Nothing in this process limits any right to approach a regulator, ombudsman, payment provider, or other authority with jurisdiction over the relevant service.