Customer Protection

Grievance Redressal Policy

Framework for fair, prompt, and transparent resolution of consumer complaints

Designated Grievance Redressal Officer

In accordance with the Information Technology Act 2000, RBI Digital Lending Guidelines, and DPDP Rules, the details of our Grievance Redressal Officer are as follows:

Name: Mr. Vikas Nambiar

Designation: Principal Grievance Officer

Email: grievance@naxelona.com

Address: Level 4, Embassy TechVillage, Outer Ring Road, Bengaluru, KA 560103

Response SLA: Initial acknowledgment within 24 hours • Resolution within 7 working days

Escalation Matrix

Level 1 • Customer Support

First-line Query / Assistance

Reach out to our customer support team at hello@naxelona.com or submit a message via the Contact Page. SLA: 24–48 hours.

Level 2 • Grievance Redressal Officer

Unresolved Complaints (after 48h)

If your query remains unresolved or unsatisfactory after Level 1, escalate with your ticket number to grievance@naxelona.com.

Level 3 • Regulatory Portal

RBI Sachet Portal Escalation

For unresolved digital lending or banking partner disputes exceeding 30 days, consumers can lodge a complaint directly on the official RBI Sachet Portal at sachet.rbi.org.in.