Grievance redressal
Effective: 01 January 2026 · Last reviewed: 01 January 2026
If anything we do — sourcing, sanction, disbursal, recovery, communication, or data handling — falls short of what you signed up for, we want to hear from you. This page lists the exact people you should reach, how long we'll take to respond, and what you can do if we don't resolve your complaint to your satisfaction.
Step 1 · Customer support
Most complaints are best fixed by our support team first. Reach them Monday–Saturday, 10:00 AM to 7:00 PM at support@paisasure.money or call 1800-123-4567.
Step 2 · Grievance Redressal Officer (PaisaSure Technologies Pvt. Ltd.)
| Name | Ms. Priya Iyer |
|---|---|
| Designation | Grievance Redressal Officer · PaisaSure |
| grievance@paisasure.money | |
| Phone | +91-80000-12345 |
| Hours | Mon-Fri · 10:00 AM to 6:30 PM (IST) |
| First response SLA | 5 working days |
| Resolution SLA | 30 calendar days |
Step 3 · Principal Nodal Officer (NorthStar Capital NBFC Pvt. Ltd.)
If our Grievance Redressal Officer has not resolved your complaint within 30 calendar days, you may escalate to the Principal Nodal Officer of our lending partner.
| Name | Mr. Arjun Verma |
|---|---|
| Role | Principal Nodal Officer · NorthStar Capital NBFC |
| nodal.officer@northstar.example | |
| Phone | +91-80000-99999 |
Step 4 · RBI Integrated Ombudsman
If your complaint is not resolved within 30 days of being recorded with us, you may escalate to the RBI Integrated Ombudsman. File your complaint on the RBI Complaint Management System at https://cms.rbi.org.in or call the toll-free number 14448. There is no charge for filing a complaint with the Ombudsman.
What to include in your complaint
- Your registered mobile number and application reference (PSL-XXXXXXXX).
- A clear description of the issue, with dates.
- Copies of any SMS / email / WhatsApp messages from us.
- Your preferred outcome — refund, correction, apology, etc.
How we track and report grievances
Every complaint is logged with a ticket number that's shared with you. We publish monthly grievance metrics — number received, resolved, average response time, and open beyond SLA — on this page in our quarterly disclosures.