Legal

Grievance Redressal

If something has gone wrong, we want to put it right. Here is how to raise a complaint, how to escalate it, and the timelines we follow.

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1. Raise a complaint (Level 1)

Contact our customer support team first:

Email
support@myemipay.com
In the app
Raise it from within the My EMI app.

Please tell us your name, the mobile number registered with My EMI, your loan account number if you have one, and what went wrong.

2. Escalate to our Grievance Redressal Officer (Level 2)

If you are not satisfied with our response, or you have not received one, write to our Grievance Redressal Officer. The same officer handles complaints about loans from our lending partner, Sukhchain Hire Purchase Private Limited, a non-banking financial company (NBFC) registered with the Reserve Bank of India.

Name
Shameer
Email
support@myemipay.com
Phone
+91 90717 79779 (10 am to 6 pm)
Address
Insur Lender Dynamics LLP, 1st Floor, Urban Vault 19, 18th Cross Rd, Sector 6, HSR Layout, Bengaluru, Karnataka 560102

3. Timelines

  • We acknowledge your complaint within 24 hours.
  • We aim to resolve it within 30 days.
  • If it is not resolved within 30 days, or you are not satisfied with our reply, you can complain to the Reserve Bank of India, as explained below.

4. Complain to the RBI (Integrated Ombudsman Scheme)

If your complaint is not resolved within 30 days, or you are unhappy with the reply, you can complain to the Reserve Bank of India under its Integrated Ombudsman Scheme:

5. Report unauthorised entities

You can report unauthorised entities to the RBI on its Sachet portal: sachet.rbi.org.in.

6. Fair recovery practices

Our commitments if a repayment is overdue:

  • No harassment or abusive language.
  • Calls and visits only between 8 am and 7 pm.
  • Recovery agents carry identity proof and an authorisation letter.
  • You are told the name of any recovery agency before it contacts you.
  • Complaints about a recovery agent go to our Grievance Redressal Officer at support@myemipay.com.