Our commitment
Milanj.money is committed to addressing concerns from users and other stakeholders promptly, fairly and transparently. We take every grievance seriously, regardless of the size of the transaction or the nature of the complaint.
This Policy explains how to raise a grievance, the escalation matrix, the resolution timelines we commit to, and how to approach the RBI Ombudsman if you remain dissatisfied. This Policy is published in accordance with applicable Reserve Bank of India ("RBI") guidelines on grievance redressal for payment system participants.
We aim to resolve the majority of complaints at Level 1 within seven working days. Where a complaint requires investigation involving third parties such as banking partners or payment rails, we will keep you updated at each stage.
How to raise a grievance
Follow the three-level process below. Please start at Level 1 and escalate only if you are not satisfied with the response or if the timeline has been exceeded.
Level 1 · Customer support. Contact our support team at
compliance@milanj.money. We acknowledge within one (1) working day and aim to resolve within seven (7) working days.
Level 2 · Nodal officer. If you are not satisfied with the Level 1 response, or if your complaint has not been resolved within seven working days, write to our Nodal Officer at
compliance@milanj.money and mark your message "Escalation to Nodal Officer." The Nodal Officer acknowledges within two (2) working days and aims to resolve within fifteen (15) working days from the date of escalation.
Level 3 · RBI Ombudsman. If you remain dissatisfied after the Nodal Officer's response, or if your grievance is not resolved within thirty (30) days of the initial complaint at Level 1, you may approach the Reserve Bank of India Ombudsman through the RBI's complaint portal at
cms.rbi.org.in.
Nodal officer details
The Nodal Officer is designated by milanj.money to receive and oversee the resolution of grievances at Level 2, in accordance with applicable RBI guidelines.
Nodal Officer · milanj.money
Name
[Nodal Officer Name · to be confirmed at brand handover]
Designation
Nodal Officer, milanj.money
Postal address
[Registered office address · to be confirmed], India
Working hours
Monday to Friday, 10:00 to 18:00 IST, excluding public holidays
Please address your Level 2 complaint by email and include the original Level 1 reference number or ticket ID so we can trace the history of your complaint without asking you to repeat yourself.
Escalation matrix
The table below summarises the three levels, the contact for each level and the timelines we commit to.
L1
Customer support
compliance@milanj.money
Ack 1 working day · resolve 7 working days
L2
Nodal officer
compliance@milanj.money, marked "Escalation to Nodal Officer"
Ack 2 working days · resolve 15 working days
L3
RBI Ombudsman
cms.rbi.org.in
As per RBI policy
Resolution timelines
Milanj.money commits to the following resolution timelines.
All Level 1 complaints are acknowledged within one (1) working day of receipt.
We target resolution of Level 1 complaints within seven (7) working days.
Level 2 escalations are acknowledged within two (2) working days and resolved within fifteen (15) working days from the date of escalation to the Nodal Officer.
Where resolution requires input from banking partners, payment rails or regulatory bodies, and the timeline will be longer, we will communicate the expected timeline and reason for delay in writing within five (5) working days of identifying the dependency.
If a complaint is not resolved within thirty (30) days of the initial Level 1 complaint, you may escalate to the RBI Ombudsman at Level 3 without waiting for further response from milanj.money.
What to include in your complaint
To help us resolve your complaint quickly, please include all of the following when you write to us.
Your full name and the name and email address on your milanj.money account (if applicable).
A clear description of the issue, including the date it occurred and the steps you took that led to it.
Relevant reference numbers: transaction ID, payout ID, settlement reference, or support ticket number from a previous interaction.
The amount in dispute, if applicable, in Indian rupees.
Supporting documents where available: screenshots, bank statements, payout confirmations, error messages.
The outcome you are seeking: a refund, a correction, an explanation, or another remedy.
Providing complete information upfront reduces the back-and-forth and helps us meet the resolution timelines above.
Records and audit
All grievances received, acknowledgements sent, internal communications and resolutions are recorded and retained in accordance with our data retention schedule and applicable law, including PMLA 2002.
Records of grievances and their outcomes are reviewed periodically by the Compliance function and by senior management to identify patterns, assess systemic issues and improve the Platform and processes.
This Policy is reviewed at least annually, and more frequently where required by changes in applicable law or RBI guidance. The effective date above reflects the most recent revision.
Questions about this Policy?
Email compliance@milanj.money. For general enquiries, see the Contact page.