We are committed to providing a seamless customer experience. If you have any concerns or complaints regarding our services, you can submit them here and our team will review and resolve them at the earliest.
Have any Query/Complaint regarding the Platform, Repayment schedule, Processing Fee and / or any other charges or any other concerns related to the product?
i. Submit an online complaint/query/request at [email protected] (Please ensure to mention your loan account number and contact number in the email)
ii. Call us on 033- 6645 2400 between 09:00 AM and 07:00 PM from Monday to Sunday
Please give us 7 (seven) calendar days (but there might be instances wherein our Customer Care Team may take longer to respond/reply)
If a Customer is not satisfied with the response from the Customer Care Team, he/she can escalate the matter to [email protected]. Depending on the query/dispute/grievance, a written reply/resolution will be sent to the customer within 7 (seven) calendar days at his/her registered email address with the Company.
Level 1
If the response received does not meet your expectations, contact our Grievance Redressal Officer with your previous complaint number.
Mr. Raktim Addya
Email: [email protected]
Phone: 033-6815 7400 between 09:00 AM and 07:00 PM from Monday to Saturday Location: PS Srijan Corporate Park, Unit 1204, Sector V, Kolkata – 700091
The Grievance Redressal Officer shall endeavour to resolve the grievance within a period of 7 (seven) calendar days from the date of receipt of a grievance.
Level 2
If the resolution at Step 1 does not meet your expectations, contact our Principal Nodal Officer through any of our access channels mentioned below:
Sumanta Mukherjee
Email: [email protected]
Phone: 033-6815-7450 between 09:00 AM to 07:00 PM from Monday to Saturday, except public holidays
Location: PS Srijan Corporate Park, Unit 1204, Sector V, Kolkata – 700091
The Principal Nodal Officer shall endeavour to resolve the grievance within a period of 7 (seven) calendar days from the date of receipt of a grievance.
Level 3
If, after having followed Steps 1 and 2, your issue remains unresolved, or if you have not received a response within 30 calendar days of lodging a complaint, you may approach the Reserve Bank Integrated Ombudsman at
Online: https://cms.rbi.org.in
Electronic/Physical: “Centralised Receipt and Processing Centre, 4th Floor, Reserve Bank of India, Sector -17, Central Vista, Chandigarh – 160017
Contact Centre with a toll-free number – 14448 (available 24*7 on IVRS) and contact centre personnel (8 am to 10 pm)
A copy of the Ombudsman Scheme is also available on the website of the company at https://www.mpokket.in/legal/ombudsman-scheme.
Flowchart for Escalation Matrix
