At BoltPe, we value the confidence you place in us and are committed to delivering a seamless experience. Our grievance policy is structured to address both merchant and customer issues promptly, fairly, and respectfully.
We strive to make your transactions on the BoltPe app and the BoltPe for Business app smooth and worry-free. If you require support at any point, our in-app Merchant and Customer assistance channels are readily available. Please follow the grievance redressal steps provided below for proper escalation.
To ensure quicker and more effective resolutions, we have implemented a dedicated Incident Handling Process. Merchants and customers are encouraged to adhere to this process so that concerns can be resolved within the shortest possible timeline.
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 – 02061096815
For Consumer Services and Consumer Lending Services – Please access this link via your mobile phone – 02061096815
Resolution of Complaints:
Consumer Services and Consumer Lending Services:
We strive to acknowledge your complaint within two hours of receiving it. Our objective is to resolve all issues within two business days.
If the resolution requires additional time, we will keep you informed about the revised timeline.
Merchant Solutions and Merchant Loan Services:
For merchant related concerns, we aim to provide an initial response within 24 hours. The time required to close the complaint may vary based on the type and complexity of the issue.
Complaint Registration:
If your concern remains unresolved at Level 1, you may escalate the matter to our Level 2 support team for further review.
Before raising a Level 2 request, please make sure you have an active Level 1 ticket for reference.
You can check the old tickets by clicking on “View tickets” in Help & Support
Merchant Solutions – _____________________________________
Merchant Loan Services – _____________________________________
Consumer Services – _____________________________________
Consumer Lending Services – _____________________________________
Resolution of Complaints:
We aim to acknowledge your Level 2 complaint within 24 hours of receiving it.
Our goal is to close all Level 2 issues within two business days.
If additional time is required, we will inform you in advance about the expected delay.
If your concern is still not resolved at the earlier levels within 30 days, you may escalate the matter to our Level 3 Grievance Desk at: _____________________________________
For Personal Loans, UPI, and Merchant Loans only — if your concern is not resolved to your satisfaction within 30 days through the earlier escalation levels, you may choose to escalate the matter to the Banking Ombudsman.
Contact Details:
Complaint Lodging Portal: https://cms.rbi.org.in
Toll-Free Number: 14448
Email ID: crpc@rbi.org.in
Address: Centralised Receipt and Processing Centre, 4th Floor, Reserve Bank of India, Sector-17, Central Vista, Chandigarh – 160017
For more details, please refer to the RBI Ombudsman Guidelines.
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 BoltPe App
