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PaisaFin is a loan marketplace. Loans are offered by our RBI-regulated lending partners.
PaisaFin

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Raising a complaint

If something has gone wrong, this is how to get it looked at — who handles it at each stage, what we commit to, and where to escalate if we have not put it right.

Template — not yet legal copy. Officer names, addresses, contact details and turnaround commitments are placeholders. Have compliance confirm this page against the RBI digital lending guidelines and your partner agreements, and appoint a named grievance officer, before launch.

Escalation path

Four levels, in order

  1. Customer support

    Start here for anything — an offer that looks wrong, a application stuck in process, a call you did not expect. Most issues are closed at this level.

    • Email: care@[domain]
    • Phone: [Phone number]
    • Response: within 7 working days

  2. Grievance officer

    If support has not resolved it, or you are unhappy with the outcome, escalate to our named grievance officer with your original complaint reference.

    • Name: [Grievance Officer name]
    • Email: grievance@[domain]
    • Address: Shop No. 4, K M Plaza, Opp. Sabzi Mandi, Near 6 No. Pulliya, Nathanpura, Dehradun, Uttarakhand – 248001
    • Response: within 7 working days

  3. The lending partner

    Complaints about the loan itself — its sanction, terms, interest, recovery conduct or repayment — belong with the lender, since the loan agreement is with them. Every partner publishes a grievance officer and nodal officer.

    • Use the lender's published grievance contact
    • Quote your loan account number
    • Response: as set out in the lender's fair practices code

  4. RBI Ombudsman

    If a complaint against a regulated lender is not resolved within 30 days, or you are dissatisfied with the resolution, you may approach the RBI Ombudsman under the Reserve Bank — Integrated Ombudsman Scheme, 2021.

    • Portal: cms.rbi.org.in
    • Email: CRPC@rbi.org.in
    • Post: Centralised Receipt and Processing Centre, RBI, Chandigarh

What helps

Making a complaint we can act on

Include as much of this as you can — it usually removes a round of back-and-forth:

  • The mobile number or email you used on PaisaFin.
  • Your application or loan account reference, if one was issued.
  • The lender involved, where the complaint concerns a specific offer or loan.
  • Dates, and what you expected to happen versus what did.
  • Screenshots, call details or written communication, if you have them.

What we will do

We acknowledge every complaint with a reference number, tell you who is handling it, and keep you updated until it is closed. If the complaint properly belongs with a lending partner, we will say so, pass it on with your consent, and stay involved until it is resolved.

What sits outside our remit

PaisaFin is a marketplace, not a lender. Credit decisions, interest rates, sanction terms and recovery practices are the lender's, and they are answerable for them. We will always help you reach the right desk, and we take conduct complaints about our partners seriously when deciding who stays on the panel.

Looking for something simpler?

Most everyday questions are already answered in our FAQs.

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