Customer Grievance Redressal Policy

  • At BoltPe, we value the confidence you place in us and are committed to delivering a seamless experience. Our grievance policy is structured to address both merchant and customer issues promptly, fairly, and respectfully.
  • We strive to make your transactions on the BoltPe app and the BoltPe for Business app smooth and worry-free. If you require support at any point, our in-app Merchant and Customer assistance channels are readily available. Please follow the grievance redressal steps provided below for proper escalation.
  • To ensure quicker and more effective resolutions, we have implemented a dedicated Incident Handling Process. Merchants and customers are encouraged to adhere to this process so that concerns can be resolved within the shortest possible timeline.
  • We have categorized the Incident Handling Process based on the products.
    • Merchant Solutions - For QR / Sound Box / EDC
    • Merchant Loan Services - For Merchant / Business Loans
    • Consumer Services - UPI / Recharge & Utilities / Education / Gold / Mutual Funds / Credit Cards
    • Consumer Lending Services - For Personal Loans

Service Levels

Level 1

Resolution of Complaints:

  • Consumer Services and Consumer Lending Services:

We strive to acknowledge your complaint within two hours of receiving it. Our objective is to resolve all issues within two business days. If the resolution requires additional time, we will keep you informed about the revised timeline.

  • Merchant Solutions and Merchant Loan Services:

For merchant-related concerns, we aim to provide an initial response within 24 hours. The time required to close the complaint may vary based on the type and complexity of the issue.

Level 2

  • Complaint Registration:

If your concern remains unresolved at Level 1, you may escalate the matter to our Level 2 support team for further review. Before raising a Level 2 request, please ensure you have an active Level 1 ticket for reference.

You can check old tickets under “View Tickets”:

  • Merchant Solutions
  • Merchant Loan Services
  • Consumer Services
  • Consumer Lending Services

Resolution of Complaints:

  • Acknowledgement within 24 hours.
  • Resolution within two business days.
  • Advance notice if additional time is required.

Level 3

  • If your concern is still unresolved after 30 days, you may escalate it to our Level 3 Grievance Desk.
  • For Personal Loans, UPI, and Merchant Loans — unresolved issues may be escalated to the Banking Ombudsman.

Contact Details:

  • Complaint Lodging Portal: https://cms.rbi.org.in
  • Toll-Free Number: 14448
  • Email: crpc@rbi.org.in
  • Address: Centralized Receipt & Processing Centre, RBI, Chandigarh – 160017

For more details, refer to RBI Ombudsman Guidelines: Click here

Important Note

  • Issues should follow the escalation hierarchy. Requests skipping levels will be redirected appropriately.
  • Before raising a complaint, please check our Help Pages for quick answers. If still unresolved, contact our customer support through the BoltPe App.