Grievance Redressal Policy

At Waqt Money, customer satisfaction is our top priority. We have established a structured Grievance Redressal Mechanism to ensure all complaints regarding loan facilitation, interest rates, repayments, or collections are resolved quickly and fairly.

Level 1 – Customer Support

For general queries, loan updates, or minor discrepancies, please contact our customer support team. Most issues are successfully resolved at this stage.

• Support Email: [email protected]
• Operational Hours: Monday to Saturday: 9:30 AM to 6:30 PM IST (excluding public holidays)
• Expected Resolution Time: 24 to 48 business hours

Level 2 – Grievance Redressal Officer

If your complaint is not resolved within 7 business days at Level 1, or if you are not satisfied with the resolution, you may escalate the issue to our dedicated Grievance Officer:

• Officer: Nodal Grievance Redressal Officer – Waqt Finance Pvt Ltd
• Contact Email: [email protected]
• Contact Phone: +91-9217086608
• Address: Waqt Finance Pvt Ltd, H-15 BSI Business Park, H Block, Sector 63, Noida, Uttar Pradesh, India
• Expected Resolution Time: Within 7 working days

Level 3 – Escalation to NBFC Partners & RBI

If your grievance is not resolved within 30 days or if you disagree with the final outcome, you may approach the Principal Officer of our RBI-registered NBFC partner, Waqt Finance Pvt Ltd, or file a complaint with the RBI Ombudsman under the Integrated Ombudsman Scheme:

• Partner NBFC Email: [email protected]
• RBI Ombudsman Portal: https://cms.rbi.org.in