Legal
Grievance Redressal Policy
Last updated: July 2, 2026
This Grievance Redressal Policy is published in compliance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the Consumer Protection Act, 2019, and the Reserve Bank of India’s Integrated Ombudsman Scheme, 2021. It applies to all users of Furlpay services in India.
1. Grievance Officer
In accordance with Rule 3(2)(a) of the IT (Intermediary Guidelines) Rules, 2021, Furlpay has appointed the following Grievance Officer to address user complaints and concerns:
The Grievance Officer is responsible for acknowledging complaints, coordinating internal investigation, ensuring timely resolution, and communicating outcomes to the complainant.
2. How to file a complaint
You may file a grievance through any of the following channels:
Option A: In-app complaint
- Open the Furlpay app and navigate to Settings → Help & Support → File a Complaint.
- Select the category that best describes your issue (e.g., Transaction, Account, Card, KYC, Data Privacy).
- Provide a detailed description of the grievance, including relevant transaction IDs, dates, and screenshots.
- Submit the complaint. You will receive a unique Grievance Reference Number (GRN) via email and in-app notification.
Option B: Email
Send a detailed complaint to grievance@furlpay.com with the following information:
- Your registered Furlpay email address and full name.
- A clear description of the issue, including relevant dates and amounts.
- Transaction IDs or order references, if applicable.
- Any supporting documents or screenshots.
- Your preferred resolution.
Option C: Postal mail
Send a written complaint to the Grievance Officer at the postal address listed above, marked “Attention: Grievance Officer.” Include a return address and contact number for follow-up.
3. Resolution timeline
30-day resolution commitment
| Stage | Timeline | Action |
|---|---|---|
| Acknowledgment | ≤ 24 hours | Automated email/in-app confirmation with GRN issued. |
| Initial review | ≤ 3 business days | Complaint categorized, assigned to appropriate team, preliminary assessment completed. |
| Investigation | ≤ 15 business days | Detailed investigation, coordination with partners if needed, interim updates every 7 days. |
| Resolution | ≤ 30 calendar days | Final decision communicated with detailed explanation and any remedial action taken. |
If additional time is required due to the complexity of the grievance or dependency on a third-party partner (e.g., Marqeta, Persona, banking partners), you will be informed in writing with a revised timeline, which shall not exceed 45 calendar days from the date of receipt.
4. Escalation process
If you are not satisfied with the resolution provided by the Grievance Officer, you may escalate your complaint through the following levels:
Level 2: Nodal Officer
If the Grievance Officer’s resolution is unsatisfactory, you may escalate to the Nodal Officer within 7 calendar days of receiving the resolution:
The Nodal Officer shall review the complaint independently and provide a final decision within 15 calendar days of receiving the escalation.
Level 3: External regulatory bodies
If you remain dissatisfied after exhausting the internal grievance process, you may approach the following external bodies:
- RBI Integrated Ombudsman: For complaints related to banking and payment services, file a complaint with the Reserve Bank of India’s Integrated Ombudsman at cms.rbi.org.in or call the toll-free number 14448.
- National Consumer Helpline: For consumer-protection grievances, contact the National Consumer Helpline at 1800-11-4000 or file a complaint at consumerhelpline.gov.in.
- FIU-IND: For complaints related to suspicious transactions or AML concerns, contact the Financial Intelligence Unit – India.
- CERT-In: For cybersecurity or data-breach-related grievances, contact the Indian Computer Emergency Response Team at incident@cert-in.org.in.
5. Complaint categories
The following categories are available when filing a grievance. Selecting the correct category helps us route your complaint to the right team:
- Transaction disputes: Failed, delayed, or incorrect transactions (crypto, fiat, or card).
- Account access: Login issues, account suspension, or lockouts.
- KYC / verification: Delays or errors in identity verification.
- Card issues: Furlpay Card delivery, activation, unauthorized charges.
- Data privacy: Data access, deletion, or rectification requests.
- Billing: Subscription charges, fee disputes, refund requests.
- Service quality: App performance, feature requests, general feedback.
- Other: Any issue not covered by the above categories.
6. Record keeping
All grievances, responses, and resolution records are maintained for a minimum of 5 years in compliance with the IT (Intermediary Guidelines) Rules, 2021, and the Prevention of Money Laundering Act, 2002. These records may be produced to regulatory authorities upon lawful request.
7. Policy review
This Grievance Redressal Policy is reviewed annually and updated as necessary to reflect changes in applicable law, regulatory guidance, or Furlpay’s operational processes. Material changes are communicated to users via email and in-app notification at least 15 days before taking effect.