MaxiMoney takes complaints seriously. This page sets out the formal process you can follow if something has gone wrong, and our commitment to resolve your complaint promptly and fairly. We comply with the grievance-redressal requirements of (a) the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, (b) the Digital Personal Data Protection Act, 2023, and (c) the consumer-protection guidance issued by the Reserve Bank of India for service providers operating in the financial space.
1. Step 1 — First, contact our support team
Most issues can be resolved quickly. Before raising a formal grievance, please try the relevant team below.
| Issue | Typical resolution time | |
|---|---|---|
| Sign-in, OTP, account, app bugs, technical questions | nevaid@maximoney.in | 1–3 business days |
| Billing, payment, refund, cancellation | finance@maximoney.in | 1–7 business days |
| Privacy, data-access, data-deletion requests | nevaid@maximoney.in | up to 30 days (statutory) |
Please always include in your email: (a) your registered mobile number, (b) a clear description of the issue, (c) screenshots or transaction IDs where relevant, and (d) what outcome you are seeking.
2. Step 2 — If unresolved, write to the Grievance Officer
If you have written to one of the addresses in Step 1 and either (a) have not received a response within the SLA stated above, or (b) are not satisfied with the response, you may escalate the matter to our designated Grievance Officer.
What to include
- The subject line: “Grievance — [a short summary]”.
- Your registered mobile number and full name.
- Date and channel of your earlier support request and the response (or absence of response).
- The specific outcome you would like.
- Any supporting documentation (screenshots, payment-receipt IDs, email threads).
3. Our commitment
| Step | Our commitment |
|---|---|
| Acknowledgement | Within 24 hours of receipt by the Grievance Officer. |
| Investigation & first substantive response | Within 7 days. |
| Final resolution | Within 15 days (extended only with reason and notice to you, never beyond 30 days). |
| Outcome | A clear written explanation of the action we are taking, the reason, and any redress (refund, correction, account restoration, etc.). |
4. Step 3 — Further escalation
If your grievance is not resolved to your satisfaction after the Grievance Officer's final response, you may approach the relevant external authority. Depending on the nature of the complaint, those include:
- Data-protection complaints: the Data Protection Board of India (constituted under the DPDP Act, 2023).
- Online-content / intermediary complaints: the Grievance Appellate Committee (under the IT Rules, 2021).
- Consumer-protection complaints: the National Consumer Helpline (1915) or the National Consumer Disputes Redressal Commission.
- Banking / payment disputes: the RBI Banking Ombudsman, via cms.rbi.org.in.
- Court: a competent court in New Delhi, per our Terms & Conditions.
5. What we won't address through this channel
This grievance channel is for issues with MaxiMoney's own service. We cannot adjudicate disputes between you and a bank, NBFC, or other lender (e.g. a denied balance-transfer application, a bureau-report error, a loan-account closure, an EMI-mandate dispute with your bank). For those:
- For bureau-report errors, raise a dispute directly with Experian (the bureau): consumer.experian.in.
- For disputes with a bank/NBFC, first raise it with the bank's grievance team, then escalate to the RBI Banking Ombudsman if unresolved.
- We are happy to assist with documentation and templates if you ask.
Registered office — Value Garage Private Limited, Delhi, India.