Grievance Redressal

Last updated: 16 September 2026

If something has gone wrong, we want to hear about it. This page sets out how to raise a complaint about ActivPaisa’s own services, and where to take a complaint about a loan itself.

Complaints about a loan, its terms or its servicing

Every loan facilitated through ActivPaisa is written by the lending partner, not by ActivPaisa. Complaints about approval, interest rates, charges, repayments, collections or credit bureau reporting are handled by that lender under its own grievance process. Each partner’s grievance page is linked from its card in Our Lending Partners.

How to raise a complaint

Write to grievance@activpaisa.com from the email address on your application, or call us during working hours. Please include your application or reference number, your registered mobile number, and what went wrong — it lets us find your case without going back and forth.

What happens next

• We acknowledge your complaint within 48 hours of receiving it.
• We aim to resolve it within 30 days. If a lending partner has to investigate, we tell you that and keep you updated.
• We write to you with the outcome and the reason for it.

Escalation

Level 1 — ActivPaisa

Our Grievance Officer, named above. Start here for anything about our platform, our communications, or how your application was handled by us.

Level 2 — the lending partner

If your complaint is about a loan — its approval, interest rate, charges, repayments, collections or credit bureau reporting — it is the lending partner who must resolve it, because the loan is theirs. Each partner’s Grievance Redressal Officer, email, telephone number and grievance page are published on the partner’s card under Our Lending Partners. A Regulated Entity is required to respond to a complaint within 30 days.

Level 3 — the RBI Ombudsman

If the lending partner has not resolved your complaint within 30 days, or you are not satisfied with its reply, you may escalate to the Reserve Bank of India under the Reserve Bank – Integrated Ombudsman Scheme, 2021. Complaints can be filed online at cms.rbi.org.in, by email, or by post to the Centralised Receipt and Processing Centre, Reserve Bank of India, 4th Floor, Sector 17, Chandigarh – 160017. RBI’s toll-free helpline is 14448. The scheme is free.

Complaints about your personal data

If your complaint is about how your personal information has been handled, raise it with our Grievance Officer first. If it is not resolved, you may complain to the Data Protection Board of India under the Digital Personal Data Protection Act, 2023. Our Privacy Policy sets out your rights, including withdrawing a consent.