Payandserve Digital Lending Platform is committed to resolving customer concerns fairly and quickly. The following three-tier mechanism is in line with the RBI Digital Lending Guidelines and the Integrated Ombudsman Scheme, 2021.
Level 1 — Customer Care
Please contact our Customer Care team:
- 📞 1800-000-000 (toll-free, Mon–Sat 9 AM – 7 PM)
- ✉️ care@payandserve.com
Most queries are resolved within 7 working days.
Level 2 — Grievance Officer
If you are not satisfied with the resolution at Level 1, write to:
[Name of Grievance Officer]Grievance Officer, Payandserve Digital Lending Platform
[Office Address, City, PIN]
Email: grievance@payandserve.com
Phone: [Direct line]
The Grievance Officer will revert within 15 working days.
Level 3 — Nodal Officer / RBI Ombudsman
If the grievance is not redressed within 30 days, you may approach the RBI Ombudsman through the RBI Complaint Management System at cms.rbi.org.in or write to:
Centralised Receipt and Processing CentreReserve Bank of India,
4th Floor, Sector 17, Chandigarh – 160017
Toll-Free: 14448
This is a starter template — please have it reviewed by your compliance/legal counsel and update officer names & addresses before going live.