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Grievance Redressal Policy

Every complaint is acknowledged, tracked and closed with care.

Last updated: June 2026

At YoursPay, customer satisfaction is our priority. This policy explains how to raise a complaint and the escalation path if you are not satisfied with the response.

Level 1 — Branch / Customer Care

How to reach us:

Visit any YoursPay branch and speak to the Branch Manager.
Call: +91 98945 76238 (Mon–Sat, 9:30 AM – 6:30 PM)
  • Email: info@yourspay.in
  • Online: Complaint Processor Service Requests

    • Turnaround:Acknowledgement within 24 working hours; resolution within 7 working days.

    Level 2 — Grievance Officer

    If your complaint is not resolved at Level 1 within 7 working days, or you are not satisfied with the resolution, please escalate to our Grievance Officer:

  • Name:Grievance Officer — Salem YoursPay Capital Limited
    • Email:
    grievance@yourspay.in
  • Address:Second Floor, 21/2, Raj Complex, Gorimedu, Salem – 636008, Tamil Nadu
  • Phone:+91 98945 76238

    • Turnaround:Response within 10 working days.

    Level 3 — Principal Nodal Officer

    If your complaint remains unresolved after Level 2, escalate to our Principal Nodal Officer at the Registered Office:

    Email:
    nodal@yourspay.in
  • Address:Principal Nodal Officer, Salem YoursPay Capital Limited, Second Floor, 21/2, Raj Complex, Gorimedu, Salem – 636008, Tamil Nadu

    • Level 4 — Regulatory Escalation

    If your complaint is not resolved within 30 days of first registration, you may approach the appropriate regulator:

  • RBI Integrated Ombudsman Scheme:File a complaint online at cms.rbi.org.inor call the RBI Contact Centre at 14448.
    • For matters involving partner banks/NBFCs, the respective institution's grievance channel and the applicable regulator will apply.

    What to Include in Your Complaint

    Your full name, mobile number and city/branch
    Product / service (e.g., Gold Loan, AEPS, Retailer ID)
    Reference number (loan account, transaction ID, application ID)
    Clear description of the issue and expected resolution
    Supporting documents or screenshots, if any

    Tracking & Confidentiality

    Every complaint is assigned a unique ticket number. Your details are handled confidentially and used only to investigate and resolve the issue, in line with our Privacy Policy.