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GRIEVANCE REDRESSAL (GR) MECHANISM

Flowchart

The customer is requested to necessarily provide Loan Account Number, Reference no. provided by the Company, details of Feedback/ Suggestion/ Complaint and valid phone no. & e-mail ID while communicating with the Company.

A. FOR ALL PRODUCTS OFFERED BY COMPANY (EXCEPT DIGITAL LENDING):

How a complaint should be made:
Level 1 – Customer Care

Customers are advised to first register their complaint with the Customer Care Executive through any of the following modes:

Level 2: Grievance Redressal Officer/Principal Nodal Officer:

In case if any customer is not satisfied with the resolution provided by the Customer Care executive, they can escalate to the Nodal Officer/Principal Nodal officer of the Company appointed under the RBI’s Ombudsman Scheme for NBFCs within 15 days of submission of Complaint. Details are provided as below:

B. DIGITAL LENDING LOANS:

Customers are required to follow the following procedure for registering and escalating their Digital lending complaints:

Level 1: Customer Care

Customers need to register their complaint with the Customer Care Executive through any of the following modes:

  • Call: 9888133360
  • Email: care@paisa24finance.com
  • Write To:
    Customer Care, Digital Lending Department
    Barota Finance Limited,
    SCO 859, NAC, Manimajra, Chandigarh.-160101
Level 2: Grievance Redressal Officer

In case, if any customer is not satisfied with the resolution provided by the Customer Care executive, they can escalate to the Grievance Redressal Officer (GRO) after 7 days from the date of submission of Complaint to customer care executive but before expiry of 15 days from the date of initial submission of Complaint. Details are provided as below:

Level 3: Principal Nodal Officer

In case, if any customer is not satisfied with the resolution provided by the Grievance Redressal Officer, they can escalate the Complaint to the Principal Nodal officer of the Company, appointed under the RBI’s Ombudsman Scheme for NBFCs after 5 days from the date of submission of Complaint to GRO but before expiry of 25 days from the date of Initial submission of Complaint. Details are provided as below:

Level 4: RBI Ombudsman

In respect of all products and services offered by the Company, if the customer does not receive a response from the Company within 30 days OR is not satisfied with the response received, the customer may approach to the Reserve Bank of India through the complaint lodging portal: https://cms.rbi.org.in/ or by email to crpc@rbi.org.in , or a physical complaint letter may be sent to the address below within 90 days from the date on which the timeline specified above expires or the date of the last communication from the NBFC, whichever is later;

Centralized Receipt and Processing Centre (CRPC)
4th Floor, Reserve Bank of India Central Vista,
Sector 17, Chandigarh – 160017.

(Reserve Bank - Integrated Ombudsman Scheme, 2026 (‘Scheme’) and Salient features of the Scheme are published on website of the Company https://barotafinance.com/grievance-redressal-gr-mechanism/ with contact details of Nodal officer of the Company.)