Legal · Customer service

Grievance Redressal Policy

This policy explains how to raise a complaint with PeyCoIn, the people responsible for resolving it, and the timelines we commit to — in line with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and the RBI's customer protection guidelines.

Last updated 14 June 2026

Our commitment

We aim to resolve every complaint quickly, courteously, and fairly. You will always be told who is handling your complaint, what to expect next, and by when. No complaint is closed without confirming with you that the issue has been addressed.

How to raise a complaint

The fastest channel is in-app:

  1. Open PeyCoIn → Profile → Help & Support
  2. Choose the relevant transaction or topic and tap Raise a complaint
  3. Add a short description and supporting screenshots if any

You can also email support@pey.co.in or call +91 87389 59415 (Best-effort: 10:00 – 19:00 IST · Mon – Sat). Every complaint receives a unique ticket number.

Three levels of escalation

Level 1 · Customer Support

Email: support@pey.co.in · Phone: +91 87389 59415 · Response within 24 hours, resolution within 7 working days.

Level 2 · Grievance Redressal Officer (Intermediary Guidelines, 2021)

If Level 1 does not resolve your issue within 7 working days, escalate to our Grievance Officer (see below). The Grievance Officer will acknowledge the complaint within 24 hours and resolve it within 15 days from receipt of escalation.

Level 3 · Nodal Officer (Payments)

For payment-specific complaints not resolved at Level 2 within 15 days, escalate to our Nodal Officer (see below). The Nodal Officer will respond with a final position within 30 days of the original complaint.

Turnaround times at a glance

StageAcknowledgementResolution
Customer Support24 hours7 working days
Grievance Officer24 hours from escalation15 days
Nodal Officer (Payments)3 working days30 days from original complaint
RBI OmbudsmanPer scheme rulesPer scheme rules

Grievance Redressal Officer

Anurag Shahi, Grievance Redressal Officer (Interim, Beta)
Email: grievance@pey.co.in
Phone: +91 87389 59415
Entity: Pey Technologies Private Limited.

Nodal Officer (Payments)

Anurag Shahi, Nodal Officer, Payments (Interim, Beta)
Email: nodal@pey.co.in
Phone: +91 87389 59415
Entity: Pey Technologies Private Limited.

RBI Ombudsman (Level 4)

If you remain dissatisfied 30 days after lodging the original complaint, you may approach the RBI Ombudsman under the Reserve Bank — Integrated Ombudsman Scheme, 2021:

  • Online: cms.rbi.org.in
  • Toll-free: 14448 (Mon – Fri, 09:30 – 17:15)
  • Postal: Centralised Receipt and Processing Centre, Reserve Bank of India, 4th Floor, Sector 17, Chandigarh – 160017.