Grievance Redressal
Last updated: March 2026
1. Our Commitment
JaldiMoney Technologies Pvt. Ltd. ("JaldiMoney") is committed to providing a transparent, fair, and efficient grievance redressal mechanism for all users of our platform. We recognise that timely resolution of complaints is essential to maintaining trust and delivering a positive user experience.
This Grievance Redressal Policy is established in compliance with:
- Reserve Bank of India (RBI) guidelines on grievance redressal for financial service providers;
- The Information Technology Act, 2000 and the IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021;
- The Digital Personal Data Protection Act, 2023 (DPDP Act);
- Fair Practices Code for financial intermediaries.
2. How to File a Grievance
We have established a structured 3-level grievance resolution process. If your grievance is not resolved at one level, you may escalate it to the next.
Level 1: Customer Support
First point of contact — Response within 48 hours
For any issue, complaint, or query, please first reach out to our Customer Support team. Most concerns are resolved at this level promptly and efficiently.
Email: support@jaldimoney.com
Response Time: Within 48 hours of receiving your complaint
Availability: Monday to Saturday, 9:00 AM to 6:00 PM IST
Level 2: Grievance Officer
If not resolved at Level 1 — Response within 15 working days
If your complaint is not resolved to your satisfaction at Level 1, or if you have not received a response within 48 hours, you may escalate the matter to our designated Grievance Officer as per the IT Act, 2000.
Name: Mr. Rajesh Kumar
Designation: Grievance Officer
Email: grievance@jaldimoney.com
Phone: +91-22-4000-XXXX
Address: JaldiMoney Technologies Pvt. Ltd., Mumbai, Maharashtra 400001, India
Response Time: Within 15 working days of receiving the escalation
Level 3: RBI Integrated Ombudsman
If not resolved within 30 days — External escalation
If your grievance remains unresolved for 30 days from the date of filing, or if the resolution provided is not satisfactory, you may escalate the matter to the Reserve Bank of India's Integrated Ombudsman.
Authority: Reserve Bank of India — Integrated Ombudsman Scheme
Online Portal: cms.rbi.org.in
Toll-Free Number: 14448
Email: crpc@rbi.org.in
3. Grievance Resolution Timeline
The following table summarises the expected timelines for each stage of the grievance process:
| Stage | Action | Timeline |
|---|---|---|
| Acknowledgement | Complaint acknowledged with reference number | Within 24 hours |
| Level 1 Resolution | Customer Support investigates and responds | Within 48 hours |
| Level 2 Escalation | Grievance Officer reviews and provides resolution | Within 15 working days |
| Level 3 Escalation | RBI Ombudsman accepts complaints if unresolved | After 30 days |
| Final Closure | Closure confirmation with resolution summary sent | Within 3 days of resolution |
4. Types of Grievances Covered
The following types of grievances and complaints can be raised through our redressal mechanism:
Loan Application Issues
Delays, rejections without reason, or errors in loan application processing
Data Privacy Concerns
Unauthorised use or sharing of personal or financial data
Unsolicited Communications
Unwanted marketing emails, SMS, or calls after opting out
Misleading Information
Inaccurate interest rates, fees, or terms displayed on the platform
Commission & Payout Disputes
Issues with referral commissions, payouts, or TDS deductions (for partners)
Account-Related Issues
Account access, suspension, or termination concerns
Lending Partner Conduct
Complaints about behaviour or practices of lending partners referred through JaldiMoney
Technical Issues
Platform errors, payment failures, or service disruptions
5. Information Required When Filing a Grievance
To help us investigate and resolve your grievance efficiently, please include the following information:
- Your full name and registered email address or mobile number;
- Application reference number or lead ID (if applicable);
- A clear description of the issue, including dates and relevant details;
- Name of the lending partner involved (if applicable);
- Supporting documents or screenshots (if available);
- The resolution or outcome you are seeking.
6. Contact Information
JaldiMoney Technologies Pvt. Ltd.
Customer Support:
support@jaldimoney.com
Grievance Officer:
grievance@jaldimoney.com
Phone:
+91-22-4000-XXXX
Address:
Mumbai, Maharashtra 400001, India