PhonePe Lending Services Private Limited (PLS)(formerly known as “PhonePe Credit Services Private Limited”and “Explorium Innovative Technologies Private Limited”) strives to offer the best possible experience to its customers. This Policy is for handling / disposal of Customer Grievance / Complaint has been designed to ensure a robust and focused resolution for customer grievances. As part of such grievance redressal mechanism, customers utilizing the Loan Service through the Platform of PLS will be able to lodge their complaints.
Grievance Redressal procedure
Level – 1
Complaints Registration:
You can register your complaint with PhonePe Customer Support by clicking on the (?) icon on the home page or by clicking on the ‘Contact PhonePe Support’ in the transaction details page of the PhonePe App/PhonePe Business App.
We offer customer support service 24 hours a day and 7 days a week.
2. Resolution of Complaints:
We are committed to providing you with our first response within 24 hours of receiving the complaint.
We aim to resolve all Your complaints/queries within 3 business days.
Resolution of your complaint may get delayed due to operational or technical reasons. In such a scenario, You will be proactively informed of the timelines during which your complaint will be addressed.
In a few scenarios, while the resolution to a complaint is instant, it may take time for it to get reflected in the system.
Complaints related to ‘fraud and risk assessment’ often take longer to investigate due to the involvement of multiple agencies. The resolution time in such cases is dependent on the severity and complexity of the case. You shall be proactively informed of the timelines in such cases.
Level – 2
Complaints Registration:
You can access the following channel to escalate your complaint.
For merchant lending, call our Merchant support center on 080-6872-7777/ 022-6872-7777. We offer support from morning 7 am to midnight 11 pm.
For consumer lending queries, contact support at 080-68727374 / 022-68727374.
2. Resolution of Complaints:
We are committed to providing a first response within 24 hours of receiving the complaint.
We aim to resolve all Level 2 complaints within 5 days. Any delay in the resolution time shall be proactively communicated to you.
Level – 3
1. Complaints Registration:
In accordance with the Digital Lending Guidelines issued by Reserve Bank of India the name and contact details of the Nodal Grievance Redressal Officer are provided below:
Address: Office-2, Floor 4,5,6,7, Wing A, Block A,Salarpuria Softzone, Service Road, Green Glen Layout, Bellandur, Bengaluru, Karnataka-KA, Pin- 560103
Working hours: Mon-Fri 10 am to 7 pm
2. Resolution of Complaints:
We are committed to providing a first response within 24 hours of receiving the complaint.
We aim to resolve all Level 3 complaints within 7 business days*. Any delay in the resolution time shall be proactively communicated to you.
*Post receiving the relevant information including the previous ticket reference