At Paytm, we appreciate your trust and are committed to providing you with the best experience. Our grievance policy is designed to resolve merchant and customer concerns quickly and efficiently while ensuring fair and respectful service.

We aim to offer a smooth and hassle-free experience when you transact through the Paytm and Paytm for Business App. If you need any assistance, our in-app Merchant / Customer support is available to help. You are requested to follow the redressal process outlined below.

To ensure faster resolution, we have an Incident Handling Process in place. Merchants / Customers are requested to follow this process for a timely resolution.

We have categorised the Incident Handling Process based on the products. Please refer to the below for sharing your concern to the correct email ID.

• Merchant Solutions - For QR/Sound Box / EDC
• Merchant Loan Services - For Merchant / Business Loans
• Consumer Services - For UPI / Recharge and Utilities / Education / Profile / Gold / Credit Card Bill Payment / Transit / Mutual Funds / Deals and Credit cards
• Consumer Lending Services - For Personal Loans

For Merchant Solutions and Merchant Loan Services - Please access this link via your mobile phone – https://b.paytm.me/help-support
For Consumer Services and Consumer Lending Services - Please access this link via your mobile phone – https://m.paytm.me/CustomerSupport

Resolution of Complaints:

Consumer Services and Consumer Lending Services - We aim to provide a first response within 2 hours of receiving your complaint. Our goal is to resolve all complaints within 2 business days.
If resolution takes longer, we will proactively inform you of the expected timeline.

Merchant Solutions and Merchant Loan Services - We aim to provide a first response within 24 hours of receiving your complaint. Complaint resolution will depend on the nature of the complaint.


Complaint Registration:

If your issue is not resolved at Level 1, you can escalate it to our Level 2 complaint management team. Please ensure that you have a Level 1 ticket before escalating to Level 2.

You can check the old tickets by clicking on “View tickets” in Help & Support

• Merchant Solutions - [email protected]
• Merchant Loan Services - [email protected]
• Consumer Services - [email protected]
• Consumer Lending Services - [email protected]

Resolution of Complaints:
We aim to provide a first response within 24 hours of receiving your complaint.
We strive to resolve all Level 2 complaints within 2 business days.
Any delay in resolution will be proactively communicated to you.

Only for Personal Loans, UPI and Merchant Loans - If your query or complaint has not been satisfactorily resolved within 30 days at previous levels, you can escalate it to the Banking Ombudsman.

Complaint Lodging Portal: https://cms.rbi.org.in
Toll-Free Number: 14448
Email ID: [email protected]

Address:
Centralized Receipt and Processing Centre,
Reserve Bank of India, 4th Floor, Sector 17,
Chandigarh – 160017

For more details, please refer to the RBI Ombudsman Guidelines.
https://rbidocs.rbi.org.in/rdocs/content/pdfs/RBIOS2021_121121.pdf

NOTE: If an issue reaches Level 2 or Level 3, it should have first been raised at the previous level(s). Escalation should happen only if the issue remains unresolved within the given resolution time. Any requests that skip levels will be redirected accordingly.

Before raising a complaint, we recommend checking our Help Pages, where you may find answers to common queries. If your concern is still unresolved, you can contact our customer support team through the Paytm App