Grievance Redressal

Every complaint matters. We follow a structured 4-level redressal mechanism aligned with the RBI Fair Practice Code and the Consumer Protection Act 2019.

Level 1 · Customer Support

First point of contact. Email: support@genesisfinance.in Phone: +91 94997 99598 Hours: 9 AM – 9 PM · Mon – Sun SLA: acknowledgement within 4 hrs · resolution within 7 days.

Level 2 · Grievance & Nodal Officer

If unresolved at Level 1 within 7 days. Officer: Vishal Gupta (Grievance & Nodal Officer) Email: grievance@genesisfinance.in Phone: +91 94997 99598 Hours: 10:00 AM – 06:00 PM (Mon – Sat) SLA: response within 48 hrs · resolution within 30 days.

Level 3 · Principal Nodal Officer

If unresolved at Level 2 within 30 days. Office: Genesis Financial Services, Ring Road, Surat, Gujarat 395002, India Email: pno@genesisfinance.in

Level 4 · Regulatory Ombudsman

For loan-related grievances that remain unresolved for 30 days from the date of first contact, the customer may escalate to the RBI Integrated Ombudsman Scheme 2021: Centralised Receipt and Processing Centre, RBI, 4th Floor, Sector 17, Chandigarh 160017 Toll-free: 14448 · cms.rbi.org.in · crpc@rbi.org.in For insurance grievances, escalation lies with the IRDAI Bima Bharosa portal (bimabharosa.irdai.gov.in). For SEBI-regulated intermediaries, SCORES (scores.gov.in).

How to file

Please include: full name, registered phone / email, application or enquiry ID, nature of complaint, date of first contact, previous ticket reference (if any). This helps us respond faster.