MuffinPayMuffinPay
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Complaints and Grievance Officer

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If something has gone wrong, write to our Grievance Officer. We acknowledge every complaint within two working days and aim to resolve it within 30 days. If a complaint about a wallet, prepaid card or payment is not resolved in that time, you can escalate it free of charge to the Reserve Bank of India's Ombudsman.

How do I raise a complaint?

Email info [at] muffinpay.com with “Grievance” in the subject line. Include your name, phone or email, the transaction reference and date, and what happened.

DetailGrievance Officer
Grievance OfficerGrievance Officer, MuffinPay
Emailinfo [at] muffinpay.com
AcknowledgementWithin 2 working days
ResolutionWithin 30 days

How do I escalate a complaint about a wallet, card or payment?

If we have not resolved your complaint within 30 days, or you are unhappy with the outcome, you can complain to the Reserve Bank of India under the Reserve Bank – Integrated Ombudsman Scheme, 2021. You can file online or call the RBI contact centre on 14448. The scheme is free, and you do not need a lawyer.

Where else can I go?

Other routes depend on the kind of complaint.

  • Personal data: after using our grievance process, you can approach the Data Protection Board of India under the Digital Personal Data Protection Act, 2023
  • Cyber fraud in India: report it at cybercrime.gov.in or call 1930 straight away
  • Outside India: the regulator of the partner for your market, listed on our Regulated partners page

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