Customer Grievance Redressal

Welcome to the NSDL Payments Bank Customer Centre. We value your relationship, and your satisfaction is important to us.

If you are seeking information about our products or services, our comprehensive FAQs (Frequently Asked Questions) on our NSDL Jiffy app can be the quickest way. This will save you the trouble of emailing or calling us. In case you still have a query, please feel free to contact us.

Level 1:

Service Request

Raise a ‘Service Request’ from the Menu

options on the NSDL Jiffy App

Call

Call us on +91 22-42022100

(Monday – Saturday 9:30 am – 6:30 pm)

Write to Us

Expected Resolution Time:

7 days


Level 2:

In case you are not satisfied with resolution provided at Level 1, you can write to us at “care@nsdlbank.co.in” from your registered email address with the bank.

*Do not forget to mention previous complaint reference number and your registered mobile number with the bank.*

Expected Resolution Time:

7 days


Level 3:

In case you are not satisfied with the resolutions provided at Level 1 & 2, you can approach our Nodal Officer.

Nodal Officer Details:

Rajesh Save

4th floor, A-wing, Trade World,
Kamala Mills Compound,
Senapati Bapat Marg,
Lower Parel, Mumbai - 400013

nodalofficer@nsdlbank.co.in

022-4914 2746

(Monday to Saturday, excluding 2nd and 4th Saturday): 9.30 am - 5.30 pm)

*Please send email from the registered email address with the bank. Do not forget to mention previous complaint reference number and your registered mobile number with the bank.*

Expected Resolution Time:

7 days

If after having followed the steps mentioned in Level 1, 2 and 3, your issue remains unresolved or if you have not received response within 30 days of lodging a complaint, you may approach the Banking Ombudsman appointed by the Reserve Bank of India. Click here to read The Banking Ombudsman Scheme 2006

Note:
  • Resolution time does not include time taken by the customer to provide the required information/documentation.
  • If any case transaction is related to a third party or outside bank entity, the TAT will depend on the respective clearing house/other banks /network providers/regulators. Resolution time will include TAT along with Bank’s internal resolution time.
  • If in any case additional time is needed, Bank will inform the customer the reasons for the delay and provide expected timelines for resolution of the issue.

Report a Fraud

For any complaint regarding any fraudulent transaction in the bank account/wallet or payment related transactions please write to us at leadesk@nsdlbank.co.in.

First Response Time

3 working days

Note:
  • Bank’s internal resolution time – 30 working days
  • Resolution time does not include time taken by the customer to provide the required information/documentation.
  • If any case, transaction is related to third party or outside bank entity then the TAT will be dependent on the respective clearing house/other banks /network providers/regulator. Resolution time will include this TAT along with the Bank’s internal resolution time.
  • Bank will make all efforts to resolve the complaint in a timely manner. Still, in case of any inadvertent situation where additional time is needed, Bank will inform the customer the reasons for the delay and provide expected timelines for resolution of the issue.
  • If the customer is not happy with the response, he/she can escalate it to the nodal officer as per details mentioned above.
  • It is always in customer’s interest to lodge a complaint with the Bank without losing time by furnishing complete details of fraudulent/unauthorised transactions.
  • Customers are advised to lodge a complaint with the police against the fraudster at the earliest for faster resolution of complaints.
  • In case the Bank is liable to pay any compensation, the same will be paid to the complainant as per the provisions of the ‘Customer Compensation Policy’ of the Bank.

Resolution time does not include time taken by the customer to provide the required information/documentation.

If any case transaction is related to a third party or outside bank entity, the TAT will depend on the respective clearing house/other banks /network providers/regulators. Resolution time will include TAT along with Bank’s internal resolution time.

If in any case additional time is needed, Bank will inform the customer the reasons for the delay and provide expected timelines for resolution of the issue.

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