Grievance Redressal Mechanism
You can raise a service request at:
https://www.bajajfinservmarkets.in/contact-us
In case you do not receive a response within 15 days or if you are not satisfied with the resolution, please refer to the escalation matrix below:
Level |
Contact Details |
TAT (in days) |
Level 1 |
First level of escalation write to insuranceassist@bajajfinservmarkets.in |
2 |
Level 2 |
Second level of escalation write to insurancegrievance@bajajfinservmarkets.in |
2 |
In case you are still not satisfied with the decision/resolution provided, you may approach the Insurance Regulatory and Development Authority of India.
In case your complaint/Grievance is still unresolved, you may directly approach the Insurance Ombudsman for redressal. Find your nearest Ombudsman officehttps://www.cioins.co.in/ombudsman
Grievance Redressal Policy – Loans & Credit Cards
Bajaj Finserv Direct Limited (referred hereinafter as ‘BFDL’) renders extent of services to various Banks, Non-Banking Financial Companies (NBFCs), Housing Finance Companies (HFC) and Financial institutions, governed by RBI/NHB (referred hereinafter as ‘BFDL Partner’) for customer sourcing, providing preliminary credit support activities, fulfilment services and post-acquisition customer services related to lending business and other products of BFDL Partners.
It is our best endeavour to provide seamless customer service regardless of the extent of services offered to BFDL Partners. Whilst all efforts are taken to ensure you have the best customer experience of this Platform; we consider customer complaints at an important voice of customer.
For any customer support queries, you may write to us through our Customer Portal. However, if you wish to record a complaint with regards to below mentioned specific products; you may follow the Grievance redressal process of our BFDL Partners.
Product Type |
BFDL Partner |
Grievance redressal policy |
Loans (except Home Loans) |
Bajaj Finance Ltd. |
Grievance Redressal, Complaints Resolve System | Bajaj Finserv |
SMFG India Credit |
||
Paysense Partners |
||
|
Lendingkart |
|
|
Muthoot Finance |
Customer Services - Queries, Feedback, Complaints - Muthoot Finance |
|
BHANIX FINANCE AND INVESTMENT LIMITED (CASHe) |
Grievance Redressal |
|
Axis Bank |
|
|
KreditBee |
|
|
Early Salary (FIBE) |
|
|
Credila |
|
|
Bajaj Auto |
|
|
Yes Bank |
|
|
Incred |
|
|
mPokket |
|
|
indiagold |
|
|
IIFL |
|
|
Upwards |
|
|
Riviera (via Indifi) |
|
|
L&T Finance |
|
|
Muthoot Fincorp Limited (MFL) |
|
|
Kotak Mahindra Bank |
Grievance Redressal for Bank Services by Kotak Mahindra Bank |
|
Finnable |
|
|
Rupeek |
|
|
Smartcoin |
|
|
Credit Saison (Privo) |
|
|
AMBIT Finvest |
|
|
L&T Two-Wheeler loans |
|
Money View |
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Protium |
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Flexi Loans |
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Zype |
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Propelld |
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Federal Bank |
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Moneytap |
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UGRO |
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Aditya Birla Finance Limited |
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Credit Cards |
Axis Bank |
Axis Bank: grievance-redressal-policy
|
RBL Bank |
RBL: CreditCard_GrievanceRedressalProcess.
|
|
SBI Card |
SBI Card: grievance-redressal-policy
|
|
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ICICI Bank – Cards |
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|
|
|
Home Loan |
Home First Finance (HFFC) |
Customer Grievance Redressal Policy - Home First Finance Company (homefirstindia.com)
|
PNB Housing |
PNB Housing Finance Company – Home Loan, FD & LAP Online | Grievance Redressal Procedure -PNBHFL
|
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Bajaj Housing Finance |
Reach Us For Bajaj Customer Care, Queries, Feedback | Bajaj Housing Finance
|
|
|
Union Bank of India |
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ICICI Bank – Home Finance |
|
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Shubham Housing Finance |
|
|
LIC Housing Finance Limited |
|
India Shelter |
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Vridhi Finserv Home Finance Limited |
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L&T Finance |
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Indiabulls |
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South Indian Bank |
Grievance Redressal Policy – UPI
Level 1 : Customer Support
In case of failure against the UPI transaction, money will be refunded back by your Bank. Sometimes this may take longer than intended. If you do not receive the refund within 7 Days, please contact customer support at your bank.
Level 2 : Customer Service Escalation
If the unsuccessful transaction money is not refunded within the above mentioned time frame you can write to us on contact@bajajfinservmarkets.in or you can raise a Service Request at: https://www.bajajfinservmarkets.in/contact-us Our team will address your concern / query within 15 business days from receipt of such Service Request by us.
Level 3 : Grievance Officer
If your query remains unresolved, you can escalate the matter to our Grievance Officer. You can contact our Grievance Officer – grievanceofficer@bajajfinservmarkets.in with the details of your interaction and expect a response within 5 business days from the date of receipt of your email to Grievance Officer. You can reach out to our partner bank Axis Bank Ltd on https://www.axisbank.com/contact-us/grievance-redressal/retail-banking-grievance-redressal in case your issue remains unresolved by our Grievance Officer.
In case you have not received a resolution within 30 days of filing your complaint with us or with our partner bank, please feel free to reach out to NPCI on https://www.npci.org.in/what-we-do/upi/dispute-redressal-mechanism
Grievance Redressal - Fixed Deposit
Product |
Partner Name |
Grievance redressal Link |
Fixed Deposit |
Bajaj Finance Ltd |
|
Mahindra Finance Ltd. |
https://www.mahindrafinance.com/investments/fixed-deposit/Fixed-deposit-contactUs |
|
PNB Housing Finance |
||
Yes bank FD |
Escalation matrix for grievance redressal related to Credit Report services are as follows:
Sr. No. |
Level |
Turn -around Time |
Name along with Designation |
Contact Details (including address, phone and email) |
1. |
Initial Complaint regarding inaccessibility of report |
48 hrs |
Customer Care Desk |
Address :4th floor, B2 Building, Cerebrum IT Park, Kumar City, Kalyani Nagar, Pune-411014. Phone: 020-71634200 |
2. |
In case no response received on initial compliant within TAT |
7 days |
Name: Mr. Rajeev Chauhan Designation: National Manager–Customer Service & Experience |
Address: 4th floor, B2 Building, Cerebrum IT Park, Kumar City, Kalyani Nagar, Pune-411014. Phone: 020-71877021 |
3. |
Consumer have a concern with the contents of Credit Report |
30 days |
TU CIBIL Customer Care |
Reach out to TransUnion CIBIL https://www.cibil.com/contact-us-faq |
Escalation matrix for grievance redressal related to Investment advisory services are as follows:
Details of designation |
Contact Person Name |
Address where the physical address location |
Contact No. |
Email-ID |
Working hours when complainant can call |
Customer Care |
Customer Care Desk |
4th floor, B2 Building, Cerebrum IT Park, Kumar City, Kalyani Nagar, Pune-411014. |
020-71634200 |
Monday to Friday - 10 am to 6 pm |
|
Head of Customer Care |
Mr. Rajeev Chauhan |
4th floor, B2 Building, Cerebrum IT Park, Kumar City, Kalyani Nagar, Pune-411014. |
020-71877021 |
Monday to Friday - 10 am to 6 pm |
|
Compliance Officer |
Ms. Akshara Manisundar |
4th floor, B2 Building, Cerebrum IT Park, Kumar City, Kalyani Nagar, Pune-411014. |
020-71877080 |
Monday to Friday - 10 am to 6 pm |
|
Principal Officer |
Mr. Sujith Sukumaran |
4th floor, B2 Building, Cerebrum IT Park, Kumar City, Kalyani Nagar, Pune-411014. |
020-71877080 |
Monday to Friday - 10 am to 6 pm |
If you are unsatisfied with the resolution offered by us on your complaint , you may raise it through SCORES or opt for SMART ODR.
SEBI Regional Office/ Local Office Address:
Securities and Exchange Board of India (SEBI) SEBI Bhavan, Plot No. C4-A, “G’ Block, Bandra Kurla Complex, Bandra (East), Mumbai – 400 051
Investment Advisory - Complaints Status
Data for the month ending – December 31, 2024
Received from |
SEBI (SCORES) |
Directly from Investors |
Other Sources (if any) |
Pending at the end of last month |
0 |
0 |
0 |
Received this month |
0 |
0 |
0 |
Resolved this month |
0 |
0 |
0 |
Total Pending |
0 |
0 |
0 |
Pending complaints > 3months |
0 |
0 |
0 |
Average Resolution time (in days) |
0 |
0 |
0 |
Trend of monthly disposal of complaints
Sr. No. |
Month |
Carried forward from previous month |
Received |
Resolved |
Pending |
1. |
Apr-2024 |
0 |
0 |
0 |
0 |
2. |
May-2024 |
0 |
0 |
0 |
0 |
3. |
Jun-2024 |
0 |
0 |
0 |
0 |
4. |
July-2024 |
0 |
0 |
0 |
0 |
5. |
Aug-2024 |
0 |
0 |
0 |
0 |
6. |
Sep-2024 |
0 |
0 |
0 |
0 |
7. |
Oct-2024 |
0 |
0 |
0 |
0 |
8. |
Nov-2024 |
0 |
0 |
0 |
0 |
9. |
Dec- 2024 |
0 |
0 |
0 |
0 |
Trend of annual disposal of complaints
Sr. No |
Financial Year |
Carried forward from previous month |
Received |
Resolved |
Pending |
1 |
FY - 2022 |
0 |
0 |
0 |
0 |
2 |
FY - 2023 |
0 |
0 |
0 |
0 |
3 |
FY – 2024 |
0 |
0 |
0 |
0 |
4 |
FY - 2025 |
0 |
0 |
0 |
0 |
Grievance Redressal Officer
In case of any complaints, discrepancies, requests, or concerns with regard to any products/services you may contact the designated Grievance Redressal Officer. The Grievance Redressal Officer shall redress the grievances of the relevant individuals expeditiously and in any event within the period prescribed under law.
Details of Grievance Redressal Officer is mentioned herein below:
Name: Rajeev Chauhan
Designation: National Manager – Customer Service & Experience
Raise your Request/ Query/ Complaint by filling the form on https://www.bajajfinservmarkets.in/contact-us
Contact No.: 020-71877021 (Monday to Friday - 10 AM to 6 PM)
Email Id: grievanceofficer@bajajfinservmarkets.in
