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
Banking
+91 22-42022100
+91 22-69787301
CHQ Book:
+91 22-42022127
+91 22-69787302
Prepaid:
+91 22-42022190
+91 22-69787303
Banking Outlet:
+91 22-42022180
+91 22-69787304
(Monday to Sunday 9.00 am – 9.00pm)
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 “ 
/
/
” 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:
Viji Kadam
NSDL Payments Bank Limited, 401,
4th Floor, Tower 3, One International Center,
Senapati Bapat Marg, Prabhadevi, Mumbai - 400 013
022-4914 2746
(Monday to Friday - 9.30 am - 6.00 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.
Complaints can continue to be filed online on https://cms.rbi.org.in. or sent in physical mode to the ‘Centralised Receipt and Processing Centre’ set up at Reserve Bank of India, 4th Floor, Sector 17, Chandigarh - 160017 in the format.
- Click here to read the Press Release by The Reserve Bank on the Integrated Ombudsman Scheme, 2021
- Click here to read INTEGRATED OMBUDSMAN SCHEME, 2021
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 
.
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.
