Grievance redressal for lending issues

For any complaints or issues about your loans, you may contact the support team or grievance officers of the respective lending partners. Please follow the grievance redressal procedures mentioned below for the relevant lending partner.

Grievance Redressal for Axis Bank

Personal loan customers can connect to the bank through calls, email, or by visiting a branch or loan centre. Axis Bank responds to customer complaints within a maximum timeline of 10 days. If you're dissatisfied with the response received from these channels, you can escalate the complaint to Level 2.

Level 1 - Front End Channels

1. Contact number: 1860-419-5555/1860-500-5555
2. Complaint Registration: https://application.axisbank.co.in/webforms/axis-support/
3. Branches or loan centres: To get branch or loan centre details, go to the "Locate Us" section at www.axisbank.com.

Level 2 - Circle Nodal Officer/Nodal Officer at HO

You can communicate with Nodal Officers of the bank if you're not satisfied with the solution provided at Level 1. The bank will reply within 10 days and if you're not satisfied by the response, you can escalate the matter to Level 3.

You can send an email, write a letter, or call the Nodal Officer:

Write	Email	Call
Mr. Ashok Sunar Asst Vice President, Axis Bank Limited, NPC1, 5th Floor, Gigaplex, Plot No I.T.5, MIDC, Airoli Knowledge Park, Airoli, Navi Mumbai – 400708	[e-mail]	Contact No.: 080 61865200 Timings: 9:30 AM to 5:30 PM Monday to Saturday (except second and fourth Saturdays and Bank Holidays)

Level 3 – Principal Nodal Officer

If you're still dissatisfied with the resolution provided at Level 2, you can connect with the bank’s Principal Nodal Officer via these channels.

Write	Email	Call
Mr. Parag Deshpande Senior Vice President - II , Axis Bank Limited, NPC1, 5th Floor, Gigaplex, Plot No I.T.5, MIDC, Airoli Knowledge Park, Airoli, Navi Mumbai - 400708	[e-mail]	Contact No.: 080 61865098 Timings: 9:30 AM to 5:30 PM Monday to Saturday (except second and fourth Saturdays and Bank Holidays)

If your query or complaint isn't addressed or resolved within 30 days, you can lodge a complaint over the Complaint Management System (CMS) portal under the Reserve Bank-Integrated Ombudsman Scheme (RB-IOS).

Grievance Redressal for DMI Finance

Personal loan customers can connect to DMI Finance through calls, email, or by visiting a branch or loan center. DMI Finance responds to customer complaints within a maximum timeline of 3 to 5 business days. If you're dissatisfied with the response received from these channels, you can escalate the complaint to Level 2.

Level 1 - Front End Channels

• Voice support: The customer can call the DMI’s Consumer Credit Customer care at 08064-807-777 between 9:00 AM to 8:00 PM from Monday to Saturday.
• Email support: Please write to [e-mail].

Important: Include your loan account number and contact number in the email.

You will receive an automated acknowledgement immediately and will typically receive a response within 3 business days. In rare scenarios, the responses could take longer.

Level 2 - Circle Nodal Officer or Nodal Officer at HO

You can communicate with Nodal Officers of DMI Finance if you're not satisfied with the solution provided at Level 1. DMI Finance will reply within 5 business days and if you’re not satisfied with the response, you can escalate the matter to Level 3.

You can send an email to the Nodal Officer:

Write	Email	Call
NA	[e-mail]	NA

Level 3 - Principal Nodal Officer

If you're still dissatisfied with the resolution provided at Level 2, you can connect with the DMI’s Principal Nodal Officer via these channels.

Write	Email	Call
Mr. Ashish Sarin Senior Vice President - Customer Success, Express Building, 3rd Floor, 9-10, Bahadur Shah Zafar Marg, New Delhi - 110002	[e-mail]	Contact No.: 011-41204444

Grievance Redressal for Bajaj Finance Limited

For Loans from Google Pay, you can register complaints, queries, and enquiries through these channels:

Level 1 - Front End Channels

1. Voice support: [phone] (Available 9 AM–8 PM, Monday to Sunday).
2. Email support: [e-mail].
3. Website/Mobile App support: You can log in to the website https://www.bajajfinserv.in/ or download the app (https://www.bajajfinserv.in/reach-us) to raise a request.
4. Customer Portal: https://www.bajajfinserv.in/reach-us
   In case you need further clarification/information, there will be an option to input additional information and submit the same on the website/mobile app. A unique service request number would be assigned and shared with you to track the query.

If the resolution provided doesn’t meet your expectation, you may approach BFL's Grievance Redressal Officer, details provided below:

Important: Response TAT would be provided based on the type of query.

Level 2 - Grievance Redressal Desk

You can escalate the concern to Level 2 with the Grievance Redressal Desk of Bajaj Finance Limited if you're not satisfied with the solution provided at Level 1. If you’re not satisfied by the response, you can escalate the matter to Level 3.

You can send an email or call the Grievance Redressal Desk:

Write	Email	Call
Mr. Manish Bhargav	[e-mail]	Phone: [phone] (Call charges apply) Timings: 9:30 AM-5:30 PM, Monday to Friday (excluding public holidays)

Level 3 - Nodal Office/Principal Nodal Officer

Name: Mr. Rinku Anand

Address: Bajaj Finance Limited, A -wing 2nd Floor, Mantri Business Park, Viman Nagar, Pune, Maharashtra – 411 014
Email: [e-mail]

Tip: If your complaint/concern isn't redressed within a period of 30 days, you can:

• Send a complaint on the RBI CMS portal; or
• Send a complaint form to the below address:
  • Centralized Receipt and Processing Centre, Reserve Bank of India, 4th Floor, Sector 17, Chandigarh – 160017, Toll Free No. 14448

Grievance Redressal at Google Pay

Level 1 - Front End Channels

We recommend you contact our support through our Google Pay India Help Center or contact our support teams through our support offerings below

Call Google Pay India customer care number

You can reach the customer care number toll free at: 1-800-419-0157. Our phone support is available in 4 languages (Hindi, English, Tamil, and Telugu).

In-app support

1. Open the Google Pay app.
2. Tap Settings.
3. Tap Help and feedback.

Visit our Help Center

1. Open the Google Pay Help Center.
2. Look for the issue you're facing from the list of articles on the home page.
3. Browse through the help topic that is relevant to your issue.

Level 2 - Nodal Officer

Ms. Sascha Baljeet Gill

([e-mail])

Nodal Grievance Redressal Officer, Digital Lending

Level 7, FIFC Building, Plot No C 54 & 55,

G Block BKC, Bandra East, Mumbai - 400098

Maharashtra

Contact Number: 1-800-419-0157

Tip: If your complaint/concern isn't redressed within a period of 30 days, you can:

• Send a complaint on the RBI CMS portal; or
• Send a complaint form to the below address:
  • Centralized Receipt and Processing Centre, Reserve Bank of India, 4th Floor, Sector 17, Chandigarh – 160017, Toll Free No. 14448