Muthoot Finance Gold Loan Customer Care

Here are the main contact numbers typically used for gold loan or general customer service queries:

General Support for North, East & West India (toll-free)

1800 313 1212

South India (missed call or local support)

99469 01212

WhatsApp support or alternate line

75580 77666 

Grievance Redressal Cell (North)

+91-11 46697754

Grievance Redressal Cell (South or Kerala region)

0484 4804074 (or 0484-6690231 in some escalation matrices)

These numbers are used for general gold loan queries, complaint registration or grievance escalation.

If you prefer to submit your query in writing, you can use the following email channels:

• General or Customer support email: mails@muthootgroup.com
  

• Grievance or Complaint escalation email (case or grievance): Available via the “Customer Grievance or Case Grievance” section on Muthoot’s official website (the grievance page)
  

• Corporate or Investor contact (for matters beyond day-to-day customer service): gj.muthoot@muthootgroup.com (Details of Nodal Officer for IEPF) for investor relations
  rajesh.warrier@muthootgroup.com (Company Secretary & Compliance Officer)
  

When emailing, include essential details such as your account or loan or pledge number, branch name, your contact phone number, and a clear description of the issue or request.

Muthoot Finance offers several digital support and self-service options. Here is a closer look at them:

• Customer Service / Customer Grievance / Case Grievance: You can lodge complaints or queries through their official site under “Customer Service”.
  

• Branch Locator or Find Nearest Branch: Through the website you can locate the nearest branch and contact the branch directly.
  

• Chatbot or Virtual Assistant: Muthoot’s website includes chat or virtual assistant features (e.g. “Chat with us”) to answer common queries.
  

• Social media: You may reach out via official social media (Facebook, Twitter, LinkedIn), though it’s better to avoid sharing personal loan details publicly.

To check your gold loan balance (i.e. outstanding principal + interest dues) or to see redemption status:

1. Contact branch: The branch where your gold is pledged can provide your current balance and schedule.
   

2. Call customer care / helpline: Use the aforementioned customer care number and request the balance inquiry, providing your loan/pledge ID.
   

3. Email request: Email the support address (mails@muthootgroup.com) with your loan account details and request your current balance statement.
   

4. Online queries via website / portal / chatbot: Some queries about loan balance may be handled via their digital support.
   

5. Visit branch in person: For an official statement or certificate, you can physically visit the branch.

Muthoot Finance has a structured grievance redressal mechanism for loan customers, including gold loans. The escalation typically follows these levels:

Level 1 — Frontline / Customer Care / Branch level

Lodge your complaint via branch, customer care phone or email.

Level 2 — Grievance Redressal Cell / Regional / Zonal Officers

If you’re not satisfied with first response, you can escalate to the Grievance Redressal Cell (North / South contacts) using phone numbers like +91-11 46697754 (North) and 0484 4804074 / 0484 6690231 (South)

You may also write or email to the General Manager, Customer Grievance Redressal Cell, at the addresses of Muthoot Towers (Delhi) or Muthoot Chambers (Kochi) accordingly.

Level 3 — Principal Nodal Officer

If Level 2’s resolution is not satisfactory, you can reach the Principal Nodal Officer (contactable via designated email / address).

Level 4 — External regulator / Ombudsman / NHB / RBI / NBFC Ombudsman

As a final recourse, you may file through the National Housing Bank (NHB) complaint portal (for NBFC lending) or through the RBI’s integrated ombudsman scheme.

Disclaimer: The escalation levels and contacts given here are based on publicly disclosed policies and may be revised over time. Always verify with Muthoot Finance’s official grievance policy or website before assuming accuracy.

Here are some of the frequent concerns or issues that the customer care team often handles with gold loan customers:

• Status of loan disbursal and delay queries
  

• Interest rate or interest accruals or total amount due queries
  

• Redemption or closure of loan or partial closure
  

• Repledge or release of gold jewellery
  

• Renewal or extension of gold loan
  

• Billing irregularities or excess charge disputes
  

• Requests for statements or receipts or balance certificates
  

• Missing or incorrect records in pledge accounts
  

• Complaints about branch behaviour, customer conduct or process lapses
  

• Escalation when initial resolution is unsatisfactory
  

• Fraud or suspicious activity on accounts or false contacts

Note: If your issue is one of the above or on similar lines, be clear in your description when you talk or write to customer care.

Make sure you are well-prepared with your loan or pledge details and clarity about your issue before reaching out. You can then use the following checklist to ensure smooth communication:

Loan Reference or Pledge ID or Account Number Ready

These are essential for the staff to trace your file quickly.

Clear and Specific Problem Description

Mention the branch, date, transaction amount, etc.

Note down dates, names, and reference numbers

Always record the date and time of your call or message, the name and designation of the customer-care executive you spoke with, and any reference / ticket / complaint number given.

Use the correct escalation level

If the first level does not resolve, escalate to Grievance Cell then Nodal Officer.

Be patient & allow time

Some issues, especially involving physical verification of pledged gold, may take some time.

Avoid public sharing of personal loan / pledge details

Under no circumstances should your loan account number, pledge ID, repayment schedule, or other sensitive information be shared on social media, messaging boards or public forums.

Follow up persistently

Ensure follow-ups if there is no reply within a reasonable timeframe (e.g. 7–10 days), escalate.

Verify contact details

Always use official contact numbers / emails from Muthoot’s website or printed materials; beware of fraud calls / phishing attempts.

Keep copies of communication

Emails, chat transcripts, complaint IDs, etc., for reference or further escalation.