Grievance Redressal Policy


Finzoom Investment Advisors Private Limited ("Company/We") believes that customer service is a vital element for sustained business growth. The Company aims to provide all its users a seamless experience on the platform and ensure that we are available whenever You need our assistance.

We have set up a system to acknowledge and assess your complaint so that the company's grievance redressal method becomes more meaningful and effective. We shall put in our best effort to get the user’s grievances resolved in an appropriate manner within the given framework of rules and regulations.

We have also articulated the FAQ section for self-help of the users. In case, the user’s concerns remain unsolved they can reach out to our customer support team through below mentioned channels.

A. Grievance Redressal Process of Company

Channels for lodging grievance:

LevelsChannelsProcessDescription
Level 1Customer supportThrough our appHelp and Support (INDmoney app>Profile>help and
support>raising a ticket), or Through transaction history
section by selecting particular transaction
   Emailindpaysupport@indmoney.com
  Helpline Number (24*7)18008906490
Level- 2Escalation Matrix of CompanyPlease refer our escalation matrixIn case users are not satisfied with the decision or have
not received any response at the 1st level, they
may escalate the same to us by following our escalation matrix.
Level- 3Partnered BBPOU (Billdesk)Email to:
bbpssupport@billdesk.com		The users can raise their complaint to our partnered
BBPOU (Billdesk)
Level- 4Banking OmbudsmanLink of CMS portal
https://cms.rbi.org.in/cms/indexpage.html#eng		If the user is not satisfied with the resolution, they
have an option to reach out to Banking Ombudsman by
raising complaint on its CMS portal

The Company shall endeavor to address all complaints, in a reasonable and satisfactory manner.

Please note that it shall be the primary responsibility of users to ensure that they quote below mentioned for registration of complaint:

  1. Complainant’s registered email id
  2. Complainant’s registered contact no.
  3. Transaction reference no.
  4. Supporting Documents, if any
  5. Complaint reference no. and transaction reference no. in every subsequent correspondence with the Company in regards to the same complaint

The Company shall neither entertain any anonymous complaint, nor it shall entertain any complaint from third parties unless and until we have received any written approval from the concerned user.

Grievance Resolution Process

  1. Acknowledgement: You shall receive an acknowledgement from our end within 24 hours of raising the complaint. Please refer to the ticket number as mentioned in the acknowledgement in all further correspondence pertaining to the complaint.
  2. Resolution TAT: The Company shall put in its best efforts to provide the possible resolution within 30 working days. This timeline may vary subject to the receipt of additional information/documents by the Company. In a few scenarios, while the resolution to a complaint is instant, it may take time for it to get reflected in the system. For example, refund approval can be instant, but it may take 3-10 days to reflect money into the account. Please note that such delays are attributable to banking and other operational issues. In case of any delay in the resolution due to some technical/operational hindrances, the user will be proactively informed of the timelines during which Your complaint will be addressed.
  3. Status of the Complaint: The users can track their complaint by navigating through the help section on our mobile application
  4. Closure of the ticket: We shall close the ticket in below mentioned scenarios:
    1. In case the user has confirmed in writing that he is satisfied with the resolution provided
    2. In case the user has not returned to us or has not shared additional required information within 2 weeks of our request