• Terms of Use
  • Disclaimer
  • Privacy Policy
  • Servicing TATs
  • Servicing Process
  • Grievance Redressal
  • Notices
  • Insurance
  • Loans & Credit Cards
  • UPI
  • Mutual Funds
  • e-commerce

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:

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(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.  

Product Type

BFDL Partner

Grievance redressal policy

Loans (except Home Loans)

Bajaj Finance Ltd.

Grievance Redressal, Complaints Resolve System | Bajaj Finserv

Fullerton India

Fullerton India

Paysense Partners

Contact Us | PaySense Personal Loan App (gopaysense.com)

 

Lendingkart

Grievance Redressal Mechanism for Ex-Gratia (lendingkart)

 

NeoGrowth

Customer Services - NeoGrowth.

 

Muthoot Finance

Customer Services - Queries, Feedback, Complaints - Muthoot Finance
  CASHe Fair-Practice-Code.pdf (bhanixfinance.com)
  SBFC Grievance Redressal Policy | SBFC
  Axis Bank Grievance Redressal Mechanism of the Bank - Axis Bank
  KreditBee

KreditBee

  Early Salary EarlySalary
  Credit Vidya  Prefr
     Yes Bank https://www.yesbank.in/pdf/grievanceredressal_pdf
  Incred https://www.incred.com/grievance.html
     

Credit Cards

Axis Bank

Axis Bank: grievance-redressal-policy

 

RBL Bank

RBL: CreditCard_GrievanceRedressalProcess.

 

SBI Card

SBI Card: grievance-redressal-policy

 

Citibank

CitiBank-Grievance-Redressal-Policy.pdf

 

  ICICI Bank – Cards Submit a Complaint - ICICI Bank

 

 

 

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

 

Bajaj Housing Finance

Reach Us For Bajaj Customer Care, Queries, Feedback | Bajaj Housing Finance

 

  Union Bank of India Grievances Redressal | Union Bank of India
     ICICI Bank – Home Finance Submit a Complaint - ICICI Bank
  Shubham Housing Finance Grievance Redressal | Small Home Loans - Shubham.co
  LIC Housing Finance Limited Grievance Redressal Mechanism (lichousing.com)

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

Mutual Funds - Grievance Redressal Mechanism

We at Bajaj Finserv Direct Limited (referred hereinafter as “BFDL”) are committed to provide high standard of services to our customers. We have collaborated with BSE Star MF Platform, AMCs and RTAs to bring this Direct mutual fund execution platform to our customers. Addressing our customer queries are dependent on the various information, which is available with us and our partners and we will make our best effort to provide a response/resolution within two business days.

 

You can refer to FAQ section for self-help on any Mutual Fund related query, available under ‘Help & Support’ option in Bajaj MARKETS App. The ‘Help & Support’ option is placed in ‘Accounts’ tab, “Servicing” menu under Mutual Fund.  If your query is not resolved through the FAQ section; you may also raise a Service Request from the Account tab, Servicing menu. We will try to resolve your queries within seven business days; you can view the status of your query in the Servicing tab. If you feel that the resolution provided is unsatisfactory, you may ‘Re-Open’ the service request.

 

Note: If any query/ complaint requires additional time, we will keep you informed of such extended timelines for resolution of the query/complaint raised.

If you have not heard from us within 15 days from the date of raising such service request or if you are not satisfied with the response provided, you may write to the Principal Officer at the following address.

 

To,

The Principal Officer

4th Floor, B2 Building

Cerebrum IT Park, Kumar City

Kalyani Nagar, Pune – 411014

Email: principalofficer@bajajfinserv.in

 

Further, you may also raise grievance on the SCORES portal.

 

 

Mutual Funds - Complaints Status

 

Data for the month ending – July 31, 2022

 

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

 

#

Month

Carried forward from previous month

Received

Resolved

Pending

1.

Nov-2021

0

0

0

0

2.

Dec-2021

0

0

0

0

3.

Jan-2022

0

0

0

0

4.

Feb-2022

0

0

0

0

5.

Mar-2022

0

0

0

0

6. Apr-2022 0 0 0 0
7. May-2022 0 0 0 0
8. Jun-2022 0 0 0 0
9. Jul-2022 0 0 0 0
10. Aug-2022 0 0 0 0

 

 

Trend of annual disposal of complaints

#

Financial Year

Carried forward from previous year

Received

Resolved

Pending

1.

FY-2022 (November onwards)

0

0

0

0

2. FY-2023 0 0 0 0
           

Level 1

For quick resolution and self-help regarding orders; you can refer to the FAQ section in ‘My Order’

Level 2

If your queries are still unanswered, You can raise the queries on through “My Orders” section on eCom in the below sequence:

My Orders >> Eligible Order >> Need Help >> FAQ>> For any query email us @ ecartconnect@bajajfinservmarkets.in. Once you email us, our Customer Service team shall acknowledge your query and respond to you within 24 business hours for resolution.

 

Level 3

Although, we shall try our best to resolve your query at the earliest, nonetheless, if Your query is still unresolved within the committed timelines, You may escalate the matter by writing to the Grievance Officer – Ms. Meetal Kadam at grievanceofficer@bajajfinservmarkets.in. The Grievance Redressal Officer investigates problems / issues raised by our customers and provides an impartial resolution.