Grievance Redressal Policy

To ensure that your concerns are addressed and resolved in a timely manner, Padmalaya Finserve Private Limited has formulated an escalation matrix as set out below.

Level 1: Escalate to our Customer Support Centre

To register your complaint, please contact our Customer Support Centre at+91 8287212967.

Our customer support aims to resolve all your complaints within 10 business days.

Level 2: Escalate to our Grievance Redressal Officer

If your complaint remains unresolved or you are not satisfied with the resolution provided at Level 1, you may escalate the matter to our Grievance Redressal Officer.

In relation to the extant guidelines as prescribed by the Reserve Bank of India, the details of our Grievance Redressal Officer are set out above.

Working Hours: Monday to Friday from 10:00 a.m. to 7:00 p.m.

We aim to resolve your complaint within 10 business days.

Level 3: RBI Ombudsman

If your query or complaint has not been satisfactorily resolved at the previous levels, you may approach the RBI Ombudsman in accordance with the applicable guidelines issued by the Reserve Bank of India.

RBI Ombudsman Portal

Resolution Process

We aim to resolve all your concerns and complaints within the timelines specified above.

  • In the event your concern remains unresolved or is not resolved to your satisfaction and you wish to escalate your concern to the next level, you need to ensure that you have already exhausted the previous level(s). You are also required to hold a valid ticket number before approaching each level.
  • Please note that due to technical or operational reasons there may be a delay in resolving your complaint. Further, if the issue/grievance is related to a third party, then the aforesaid timelines may change.
  • The delay/increased timelines may be dependent on the respective third party including but not limited to clearing houses, banks, network providers, or regulators. In such cases, we will inform you promptly of such delay and revised timelines.