BookMyLoans Grievance Redressal

Grievance Redressal Mechanism

To ensure that your concerns are addressed and resolved in a timely and transparent manner, BookMyLoans has established the following escalation matrix:

Level 1: Customer Support Centre

You may write to our Customer Support Team for any queries, complaints, or service-related issues.

📧 Email: support@bookmyloans.co.in
🕒 Working Hours: Monday to Friday (Except National Holidays)
10:00 AM to 5:00 PM

Our Customer Support Team aims to resolve all complaints within 10 business days from the date of receipt.

Level 2: Grievance Redressal / Nodal Officer

If your concern remains unresolved or you are not satisfied with the response provided at Level 1, you may escalate the matter to our Grievance Redressal Officer.

The Company has appointed a Nodal Grievance Officer to address complaints relating to digital lending and financial services.

Name: [To Be Updated]
📧 Email: grievance@bookmyloans.co.in
📞 Contact: [To Be Updated]

Resolution Process

We aim to resolve all concerns at Level 1 within the stated timelines.
If you wish to escalate your complaint, you must ensure that Level 1 has been exhausted.
A valid complaint/ticket number is required for escalation to the next level.

Please note:

Resolution timelines may vary due to technical or operational reasons.
If your complaint involves a third party (including banks, NBFCs, payment gateways, network providers, or regulators), timelines may depend on the respective third party.
In such cases, we will promptly inform you about the expected delay and revised resolution timeline.

Refund-Related Concerns

In case of approved refunds:

Approval may be processed instantly.
However, the credited amount may take 3–10 business days to reflect in your bank account, depending on your banking partner.

RBI Ombudsman

If your complaint has not been resolved satisfactorily within 30 days from the date of first complaint, you may approach:

RBI Complaint Management System (CMS): https://cms.rbi.org.in/
Sachet Portal: https://sachet.rbi.org.in/

You may file a complaint with the Reserve Bank of India as per applicable regulations.