• Terms of Use
  • Disclaimer
  • Privacy Policy
  • Servicing TATs
  • Servicing Process
  • Grievance Redressal
  • Notices
  • Insurance
  • Loans & Credit Cards
  • UPI

Grievance Redressal Mechanism

You can raise a service request at: 

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:

Contact details
TAT (in days)
Level 1
First level of escalation write to insuranceassist@bajajfinservmarkets.in
Level 2
Second level of escalation write to insurancegrievance@bajajfinservmarkets.in

In case you are still not satisfied with the decision/resolution provided, you may approach the Insurance Regulatory and Development Authority of India(IRDAI). 


In case your complaint/Grievance is still unresolved, you may directly approach the insurance Ombudsman for redressal. Find your nearest Ombudsman office @ Http://www.gbic.co.in.

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.  

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.html. 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