Grievance Redressal Mechanism

You can raise a service request at:

 

https://www.bajajfinservmarkets.in/contact-us.html

 

In case you do not receive a response within 15 days or if you are not satisfied with the resolution, please refer to the escalation matrix below:

In case you are still not satisfied with the decision/resolution provided, you may approach the Insurance Regulatory and Development Authority of India.

 

In case your complaint/Grievance is still unresolved, you may directly approach the Insurance Ombudsman for redressal. Find your nearest Ombudsman officehttps://www.cioins.co.in/ombudsman

Grievance Redressal Policy – Loans & Credit Cards

Bajaj Finserv Direct Limited (referred hereinafter as ‘BFDL’) renders extent of services to various Banks, Non-Banking Financial Companies (NBFCs), Housing Finance Companies (HFC) and Financial institutions, governed by RBI/NHB (referred hereinafter as ‘BFDL Partner’) for customer sourcing, providing preliminary credit support activities, fulfilment services and post-acquisition customer services related to lending business and other products of BFDL Partners.

It is our best endeavour to provide seamless customer service regardless of the extent of services offered to BFDL Partners. Whilst all efforts are taken to ensure you have the best customer experience of this Platform; we consider customer complaints at an important voice of customer.

For any customer support queries, you may write to us through our Customer Portal. However, if you wish to record a complaint with regards to below mentioned specific products; you may follow the Grievance redressal process of our BFDL Partners.  

Grievance Redressal Policy – UPI

Level 1 : Customer Support

 

In case of failure against the UPI transaction, money will be refunded back by your Bank. Sometimes this may take longer than intended. If you do not receive the refund within 7 Days, please contact customer support at your bank.

 

Level 2 : Customer Service Escalation

 

If the unsuccessful transaction money is not refunded within the above mentioned time frame you can write to us on contact@bajajfinservmarkets.in or you can raise a Service Request at: https://www.bajajfinservmarkets.in/contact-us.html. Our team will address your concern / query within 15 business days from receipt of such Service Request by us.

 

Level 3 : Grievance Officer

 

If your query remains unresolved, you can escalate the matter to our Grievance Officer. You can contact our Grievance Officer – grievanceofficer@bajajfinservmarkets.in with the details of your interaction and expect a response within 5 business days from the date of receipt of your email to Grievance Officer. You can reach out to our partner bank Axis Bank Ltd on https://www.axisbank.com/contact-us/grievance-redressal/retail-banking-grievance-redressal in case your issue remains unresolved by our Grievance Officer.

In case you have not received a resolution within 30 days of filing your complaint with us or with our partner bank, please feel free to reach out to NPCI on https://www.npci.org.in/what-we-do/upi/dispute-redressal-mechanism

We at Bajaj Finserv Direct Limited (referred hereinafter as “BFDL”) are committed to provide high standard of services to our customers. We have collaborated with BSE Star MF Platform, AMCs and RTAs to bring this Direct mutual fund execution platform to our customers. Addressing our customer queries are dependent on the various information, which is available with us and our partners and we will make our best effort to provide a response/resolution within two business days.

 

You can refer to FAQ section for self-help on any Mutual Fund related query, available under ‘Help & Support’ option in Bajaj Markets App. The ‘Help & Support’ option is placed in ‘Accounts’ tab under Mutual Fund.  If your query is not resolved through the FAQ section; you may also raise a Service Request from the Account tab, Servicing menu. We will try to resolve your queries within seven business days; you can view the status of your query in the Servicing tab. If you feel that the resolution provided is unsatisfactory, you may ‘Re-Open’ the service request.

 

Note: If any query/ complaint requires additional time, we will keep you informed of such extended timelines for resolution of the query/complaint raised.

If you have not heard from us within 15 days from the date of raising such service request or if you are not satisfied with the response provided, you may write to the Principal Officer at the following address.

 

To,

 

The Principal Officer

 

4th Floor, B2 Building

 

Cerebrum IT Park, Kumar City

 

Kalyani Nagar, Pune – 411014

 

Email: principalofficer@bajajfinserv.in

 

If you are unsatisfied with the resolution offered by us on your complaint , you may raise it through SCORES or opt for SMART ODR.

 

Mutual Funds - Complaints Status

 

Data for the month ending –February 29, 2024

 

Trend of monthly disposal of complaints

 

 

Sr. No.	Month	Carried forward from previous month	Received	Resolved	Pending
1.	Nov-2021	0	0	0	0
2.	Dec-2021	0	0	0	0
3.	Jan-2022	0	0	0	0
4.	Feb-2022	0	0	0	0
5.	Mar-2022	0	0	0	0
6.	Apr-2022	0	0	0	0
7.	May-2022	0	0	0	0
8.	Jun-2022	0	0	0	0
9.	Jul-2022	0	0	0	0
10.	Aug-2022	0	0	0	0
11.	Sep-2022	0	0	0	0
12	Oct-2022	0	0	0	0
13	Nov-2022	0	0	0	0
14	Dec-2022	0	0	0	0
15	Jan-2023	0	0	0	0
16	Feb-2023	0	0	0	0
17	Mar-2023	0	0	0	0
18	Apr-2023	0	0	0	0
19	May-2023	0	0	0	0
20	Jun-2023	0	0	0	0
21	July-2023	0	0	0	0
22	Aug-2023	0	0	0	0
23	Sep-2023	0	0	0	0
24	Oct-2023	0	0	0	0
25	Nov-2023	0	0	0	0
26	Dec-2023	0	0	0	0
27	Jan-2024	0	0	0	0
28	Feb-2024	0	0	0	0

 

 

Trend of annual disposal of complaints

 

You can refer to FAQ section for self-help on any Mutual Fund related query, available under ‘Help & Support’ option in Bajaj Markets App. The ‘Help & Support’ option is placed in ‘Accounts’ tab under Mutual Fund.  If your query is not resolved through the FAQ section; you may also raise a Service Request from the Account tab, Servicing menu. We will try to resolve your queries within seven business days; you can view the status of your query in the Servicing tab. If you feel that the resolution provided is unsatisfactory, you may ‘Re-Open’ the service request.

 

Note: If any query/ complaint requires additional time, we will keep you informed of such extended timelines for resolution of the query/complaint raised.

If you have not heard from us within 15 days from the date of raising such service request or if you are not satisfied with the response provided, you may write to the Principal Officer at the following address.

 

To,

 

The Principal Officer

 

4th Floor, B2 Building

 

Cerebrum IT Park, Kumar City

 

Kalyani Nagar, Pune – 411014

 

Email: principalofficer@bajajfinserv.in

 

Further, you may also raise grievance on the SCORES portal.

 

Mutual Funds - Complaints Status

 

Data for the month ending – February 29, 2024

Grievance Redressal - Fixed Deposit