Grievance Redressal

Last Updated: June 20, 2026

At BankerMart, we are committed to providing the highest level of service. However, if you ever have a concern or complaint, we want to resolve it quickly and fairly. This page explains our grievance redressal process, which is fully aligned with the Reserve Bank of India (RBI) guidelines on customer service and complaint handling.

We encourage you to first contact us directly – most issues are resolved at the first point of contact. If you are not satisfied, you can escalate your complaint through the channels described below.

1. Our Commitment to You

• We treat every complaint with seriousness and respect.
• We acknowledge your complaint within 24 hours (working days).
• We strive to resolve most complaints within 7 working days.
• We keep you informed about the progress of your complaint.
• We provide a final response within 30 days from the date of receipt, as per RBI norms.
• If we cannot resolve your complaint to your satisfaction, we will guide you on how to escalate to the RBI Ombudsman.

2. How to Submit a Grievance

You can file a complaint through any of these channels:

• Email: Write to us at grievance@bankermart.com – please include your name, contact number, and a detailed description of the issue.
• Phone: Call our grievance helpline at +91 7835 949091 (Monday–Friday, 9 AM – 6 PM IST).
• Online Form: Fill out the grievance form on our website (available soon – currently, email is the preferred channel).
• Postal Mail: Send a letter to our registered office address (see contact details below).

What information to include in your complaint

To help us resolve your issue quickly, please provide:

• Your full name and contact details (phone, email).
• Reference number (if you have any previous correspondence with us).
• Clear description of the issue, including dates and any supporting documents.
• What resolution you are seeking.

3. Our Grievance Handling Process

We follow a transparent, step‑by‑step process to ensure every complaint is handled properly:

1. Acknowledgment (within 24 hours): We send you an acknowledgment with a unique reference number for tracking.
2. Investigation: Our grievance team reviews your complaint, examines records, and may reach out to you for additional information.
3. Resolution Attempt: We work to resolve the issue within 7 working days for simple matters. For complex cases, we may need up to 30 days.
4. Final Response: We provide a written response that explains the outcome, the reasons for our decision, and – if applicable – what we have done to fix the issue.
5. Escalation (if needed): If you are not satisfied with our final response, we will give you clear guidance on how to escalate your complaint to the RBI Ombudsman or other appropriate authority.

4. Escalation to RBI Ombudsman

If your complaint relates to a banking or financial service provided through our platform and you are not satisfied with our resolution, you have the right to approach the Reserve Bank of India Ombudsman.

The RBI Ombudsman scheme is a free and independent grievance redressal mechanism for customers of banks and other regulated entities. Key points:

• You can file a complaint with the RBI Ombudsman if:
• Your complaint is not resolved by us within 30 days from the date of receipt, or
• You are not satisfied with our final response.
• The complaint must be filed within one year from the date of the cause of action or the date you received our final response.
• The Ombudsman can award compensation for financial loss, mental agony, and other damages.
• The process is online and free of charge.

To file a complaint with the RBI Ombudsman, visit the official portal: https://rbi.org.in/Scripts/Complaint.aspx

5. Our Contact Details

You can reach us through the following channels for any grievance or query:

Mode	Details
📧 Email (Grievance)	grievance@bankermart.com
📧 General Support	support@bankermart.com
📞 Phone	+91 7835 949091 (Mon–Fri, 9 AM – 6 PM IST)
📍 Postal Address	Grievance Redressal Officer, BankerMart, 17B Market, HUDA, Sector 17, Gurgaon, Haryana – 122007, India
🌐 Website	https://bankermart.com

6. RBI Ombudsman – Direct Contact

If you wish to contact the RBI Ombudsman directly, here is the information:

• Website: https://cms.rbi.org.in (Complaint Management System)
• Toll‑free helpline: 14448 (available on all working days)
• Email: crpc@rbi.org.in (for general inquiries)

You can also contact the nearest RBI office – the list of offices is available on the RBI website.

7. Frequently Asked Questions

1. What types of complaints does BankerMart handle?

We handle all complaints related to our services – including loan comparison, eligibility checks, calculator errors, misleading information, or any issue you face while using our platform.

2. How long does it take to resolve a complaint?

We aim to resolve most complaints within 7 working days. If the matter is complex, we may take up to 30 days as per RBI guidelines.

3. What if I am not satisfied with your resolution?

You can escalate the matter to the RBI Ombudsman after receiving our final response or after 30 days from the date of your complaint (whichever is earlier).

4. Is there any charge for filing a complaint?

No. Our grievance process is completely free of charge. The RBI Ombudsman process is also free.

5. Can I file a complaint on behalf of someone else?

You can file a complaint on behalf of a family member or a legally authorised representative, but you must provide a written authorisation.

6. What documents should I keep while filing a complaint?

Please keep copies of emails, transaction records, screenshots, and any other evidence that supports your complaint.

7. Can I withdraw my complaint?

Yes, you can withdraw your complaint at any time by sending a written request to our grievance team.

8. Do you have a grievance officer in every state?

No, our central grievance team is based in Gurgaon. However, you can reach us via email or phone from anywhere in India.

9. How do I know my complaint is being tracked?

We provide a unique reference number upon acknowledgment. You can use this number to refer to your complaint in future communications.

10. What is the role of the RBI Ombudsman?

The RBI Ombudsman is an independent authority that resolves disputes between banks/regulated entities and their customers. It can recommend compensation and other remedies.

11. Can the RBI Ombudsman order the bank to take action?

Yes, the Ombudsman can pass orders that are binding on the regulated entity, subject to certain monetary limits and conditions.

12. Is there a time limit for approaching the RBI Ombudsman?

Yes, you must file your complaint with the Ombudsman within one year from the date of the cause of action or the date you received our final response (whichever is later).

13. What happens if the Ombudsman rejects my complaint?

If the Ombudsman rejects your complaint, you can take legal recourse through civil courts or other appropriate legal forums.

14. Can I complain about a bank that I saw on BankerMart?

If the issue is related to the bank's product or service, you should first contact the bank directly. However, if your complaint is about information displayed on our platform, we will investigate it.

15. How can I get a copy of my complaint resolution?

We will provide you with a written final response. You can also request an additional copy by emailing us.

16. Does BankerMart have a physical office for complaints?

Yes, our registered office address is listed above. You can send your complaint via postal mail or visit by appointment.

17. Is my complaint confidential?

Absolutely. We treat all complaints with strict confidentiality and only share information with authorised personnel or regulatory authorities as required by law.

18. What if I have a complaint about the grievance process itself?

If you are unhappy with how your complaint was handled, you can escalate it to the senior management by emailing ceo@bankermart.com (subject to review).

19. Can I complain in my local language?

You can write your complaint in English, Hindi, or any major Indian language. We will try to respond in the same language to the extent possible.

20. Is there any charge for the RBI Ombudsman?

No, the RBI Ombudsman service is completely free for complainants.