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:
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.in or 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.