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Customer Grievance Redressal Framework

Last Updated on May 2025

The Customer Grievance Redressal Framework defines the operating guidelines for handling customer queries and complaints at PurnPay and PurnTech.

Customer Service Support:-

Level 1

(a) Call Us

We have a Contact Center set up where a customer can call 9460978726 to block their account or report any suspicious activity/transaction, the support is available 24*7 & 365 days in a year.

For Customer Complaints where ticket number is generated the period of resolution is 10 Business Days.

(b) Mail Us

Customer can also email their queries, suggestions, feedback or complaints at care@purnpay.com

Level 2

Grievance Redressal

We aim to resolve all complaints at the first point of contact. In case customer doesn't get a satisfactory resolution to their query/complaint at Level 1, they can contact the following personnel with ticket number and details of grievance. TAT of 5 Business days (excluding time taken by the customer to provide required Information/documentation) for resolution/response.

PURNTECH RETAIL FINLIFE INDIA (OPC)Pvt. Ltd.
2-a/3, Front Side,
Asaf Ali Road,Ajmeri Gate Extn.
New Delhi,
Delhi- 110002

Grievance Redressal Channels

Customers can raise their grievances in the following ways:

A. Complaints related to all types of payments transactions using PurnPay platform

1. Chatbot: On PurnPay App - (Profile - Help & Support)
2. E-mail: care@purnpay.com
3. Fraudulent Transaction and Account Block 24*7 Helpline: 9460978726

B. Complaint related to Financial Products provided by PurnTech

1. MFI Loan and Micro LAP: Helpline # 9460978726 (Monday to Saturday: 10 AM to 7 PM)
2. Unsecured business Loan and Current Account customers: Helpline: 9460978726 (Monday to Saturday : 10 AM to 7 PM)
3. Other financial products such as Personal Loan etc.: Please follow process as mentioned in clause A above

Notwithstanding, customers can also raise the grievance with PurnPay and PurnPay will take necessary step to resolve the grievance through PurnTech.

Note:

1. Each customer will be allotted a Unique Ticket Number (UTN) which will be used to identify the customer, retrieve all history pertaining to the complaint, and help in faster resolution of the grievance.
2. Customers are required to follow the processes and provide all the required documentation as guided by PurnPay so as to provide a resolution to the customer.
3. In Cases where Law Enforcement Agencies, Regulators, Governments, Card Networks, Courts, Banks, etc. are involved for the purpose of investigation or providing resolution, the customer needs to adhere to the processes and documentation requirements shared by the said participants and the resolution to the customer may depend upon these participants.
4. Resolution time/Turn-around-time for redressing grievances/disputes has been mentioned under the section “Escalation Matrix”.
5. For complaints pertaining to merchant operation such as KYC, on-boarding, settlement etc shall be governed the Merchant Grievance Redressal Policy https://merchant.purnpay.in/grievance

Final Redressal and Closure of Grievance

Final Redressal and Closure of Grievance:

1. Where the complainant has communicated his acceptance of the company's decision on redressal of grievance communicated by grievance redressal; or

2. Where the complainant has not communicated his acceptance of the company's decision, within 7 days from the date of communication of decision by Level 1 or Level 2 or Level 3, as the case may be.

Banking Ombudsman

Scheme
Offices

Customer Grievance Redressal Policy (Hindi)

Customer Grievance Redressal Policy (English)

Merchant Grievance Redressal Policy (English)