Customer Grievance Redressal
How to raise a complaint with Roxn, what happens next, and where to escalate if our answer does not settle it.
If something we did has gone wrong, we want to hear about it directly and fix it. This page sets out how to raise a complaint with Roxn, what happens next, and where to take it if our response does not resolve the matter.
Before you begin
Roxn is a facilitation partner, not a lender or a lessor. Complaints about our service, our conduct or our handling of your information sit with us and we will deal with them.
Complaints about a sanctioned loan or an executed lease, including interest rates, EMIs, repossession, foreclosure charges, credit bureau reporting or account statements, sit with the bank, non-banking financial company or leasing company that holds the agreement. We will help you identify the right contact and escalate on your behalf, but we cannot decide those matters.
Level 1: Raise it with us
Start by writing to us through the contact form on this website.
We will acknowledge your complaint within 2 working days and aim to resolve it within 10 working days of acknowledgement. Where a partner institution has to respond before we can close the matter, we will tell you that and keep you updated.
Level 2: Escalate within Roxn
If you have not had a response within the timelines above, or you are not satisfied with the outcome, ask for the matter to be escalated to the Grievance Officer. Mark your message “Escalation: Grievance Officer” and include your original reference.
The Grievance Officer will review the file independently of whoever handled it first and respond within 15 working days of escalation.
Level 3: Escalate to the partner or the regulator
If your complaint concerns a loan or lease held with a bank or a non-banking financial company and you are not satisfied after exhausting that institution’s own grievance process, you may approach the Reserve Bank of India under the Reserve Bank Integrated Ombudsman Scheme.
Complaints can be filed online at cms.rbi.org.in, or by post to the Centralised Receipt and Processing Centre, Reserve Bank of India, 4th Floor, Sector 17, Chandigarh 160017. The RBI contact centre can be reached on 14448.
The Ombudsman will normally expect you to have raised the matter with the institution first and either received a reply you are not satisfied with, or had no reply for 30 days.
What to include
A complaint reaches a resolution faster when it arrives complete. Please include:
- Your name, phone number and email address
- The company name, where the enquiry was made on behalf of a business
- What the enquiry or arrangement related to, and roughly when
- The name of the partner institution, if one is involved
- A clear description of what went wrong and what outcome you are looking for
- Any reference number, email trail or document that supports the complaint
How we handle your complaint
Every complaint is logged with a date and a reference. We record what was raised, who handled it, what was decided and when it was closed. Complaints are reviewed periodically so that recurring problems get fixed at the source rather than case by case.
Information you share in a complaint is handled in line with our Privacy Policy and is shared with a partner institution only where that is necessary to resolve the matter.
Contact
To raise or escalate a complaint, use the contact form or message us on WhatsApp at +91 63638 79198.
Last updated: September 2026
