Customer Grievance Redressal Policy

Objectives and Scope

This policy outlines a structured grievance redressal mechanism available to customers, regulators and other parties for escalating their complaints to obtain a resolution. PayNearby strives to provide best-in-class service delivery and has a dedicated customer care team that operates 24X7 for addressing such complaints.

Redressal Matrix
    • Type
    • Name & Contact Details
    • Remarks
    • Level 1
    • Customer Care Team +91 33 6690 9090
    • PayNearby Customer Care team will acknowledge the complaint with a ticket number

      Response/Resolution TAT – Please refer the product-wise timeline for 1st level resolution as enclosed

      If a case needs extra time, PayNearby customer care team will inform the same along with reasons to the customer.

    • Level 2
    • Grievance Redressal Team +91 44 380 380 42
    • In case Level 1 resolution is not satisfactory, customer can escalate the same to the Grievance Redressal Team

      Note: Unresolved ticket number of 1st level is mandatory.

      For any unauthorized/fraudulent transaction reporting, the regulatory authority or customer can skip previous levels and directly send a mail to the Grievance Escalation Team.

      Note: Calls to the Grievance Redressal team shall be attended on (working days) Monday to Friday between 10.30 A.M to 6.30 P.M

      Response/Resolution TAT – 5 Working Days

    • Level 3
    • Nodal Officer
    • In case Level 2 resolution is not satisfactory, customer can escalate the same to the Nodal Officer

      Note: Ticket number of 1st level and email response from Grievance team is mandatory

      Response/Resolution TAT – 5 Working Days

  • Please Note:

    a. Customers are advised to follow the hierarchy of the redressal matrix. Skipping levels in the redressal matrix may lead to failure in acknowledgement and resolution of grievances.

    b. Customers are strictly advised to refrain from reporting disputes on social media platforms for security purposes.

  • Click here to download the Grievance Redressal Policy

**Regulatory Bodies, Law enforcement agencies and Partner Service Providers are requested to reach out directly to the Grievance Officer for speedy redressal.

Banking services

For SBM Customer Care, please contact:

Nearby Technologies Private Limited, 2023