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Grievance redressal
At DMI Finance, your satisfaction is our priority. We are here to address your concerns and grievances
Key parameters
Key parameters of our grievance redress mechanism (GRM) include.
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Resolution of customer complaints / disputes / queries within a prescribed time frame.
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Ensuring that all complaints / disputes / queries of customers are heard and disposed of at least at the next higher level.
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The company will promptly address grievances, aiming for swift resolution. If a resolution isn’t possible within the given time frame, the customer will be promptly informed.
All communication in relation to the GRM shall be in writing
Channels, escalation matrix and timelines
DMI has separate escalation matrix and timelines for different business segments.
For Consumer/ Retail Loans (which includes Consumption Loans, Electric Vehicle loans, Loans Against Securities, Personal Loans and MSME Loans including Term loans and Loan against Shares) and for Loans to Individual (which includes Term loans and Loan Against Shares), and e-KYC (UIDAI KUA) process the customers can register their complaints/ queries/ enquiries through the following channels:
Call us at
08064-807-777 (9:00 am to 8:00 pm from Monday to Sunday)
Write to us at
customercare@dmifinance.in (Please ensure to mention your loan account number and contact number in the email)
The customer will receive an automated acknowledgement immediately and will receive a response from the team within 3 business days.
Grievances of disabled individuals are addressed through the existing Grievance Redressal Mechanism.
Level 1:
To escalate, contact grievance@dmifinance.in if unsatisfied with Customer Care. A written reply will be sent to your registered email within 5 business days based on the query/dispute/grievance.
Level 2:
If unsatisfied with Level 1 response or no response, customers can escalate the matter/query/complaint as follows:
Mr. Ashish Sarin (Grievance Redressal Officer)
Chief Customer Experience Officer
Express Building, 3 rd Floor, 9-10, Bahadur Shah Zafar Marg, New Delhi- 110002
011-421204444 Registered office number (9:30 am to 6:30 pm from Monday to Friday)
08064-807-777 Customer support number (9:00 am to 8:00 pm from Monday to Sunday)
Grievances of disabled individuals are addressed through the existing Grievance Redressal Mechanism.
For Consumer/ Retail Loans (which includes Consumption Loans, Electric Vehicle loans, Loans Against Securities, Personal Loans and MSME Loans including Term loans and Loan against Shares) and for Loans to Individual (which includes Term loans and Loan Against Shares), and e-KYC (UIDAI KUA) process the customers can register their complaints/ queries/ enquiries through the following channels:
Call us at
08064-807-777 (9:00 am to 8:00 pm from Monday to Sunday)
Write to us at
customercare@dmifinance.in (Please ensure to mention your loan account number and contact number in the email)
The customer will receive an automated acknowledgement immediately and will receive a response from the team within 3 business days.
Grievances of disabled individuals are addressed through the existing Grievance Redressal Mechanism.
Level 1:
To escalate, contact grievance@dmifinance.in if unsatisfied with Customer Care. A written reply will be sent to your registered email within 5 business days based on the query/dispute/grievance.
Level 2:
If unsatisfied with Level 1 response or no response, customers can escalate the matter/query/complaint as follows:
Mr. Ashish Sarin (Grievance Redressal Officer)
Chief Customer Experience Officer
Express Building, 3 rd Floor, 9-10, Bahadur Shah Zafar Marg, New Delhi- 110002
011-421204444 Registered office number (9:30 am to 6:30 pm from Monday to Friday)
08064-807-777 Customer support number (9:00 am to 8:00 pm from Monday to Sunday)
Grievances of disabled individuals are addressed through the existing Grievance Redressal Mechanism.
Voice Support
The customer can call us at 08064-807-777 between 9:00 am to 8:00 pm from Monday to Saturday.
Email Support
Please write to Insurance.care@dmifinance.in (Please mention your policy number and contact number in the email.)
Level 1:
A customer can escalate the matter to grievanceofficer@dmifinance.in in case he/she is not satisfied or doesn't receive any response from the team.
Level 2:
A customer not satisfied or doesn't receive any response from Level 1, can further escalate the matter/query/complaint to the below:
Name of Grievance Redressal Officer
Mr. Ashish Sarin
Chief Customer Experience Officer
Express Building, 3rd Floor, 9-10 Bahadur Shah Zafar Marg, New Delhi - 110002
Contact Number for raising Grievance
Registered Office Contact No
Email Address
Level 3:
If the customer doesn't receive a reply within 30 days or is unsatisfied, he/she can escalate the matter to the grievance cell of IRDAI.
- By lodging the customer complaints in online mode at the link - Bima Bharosa Portal: https://bimabharosa.irdai.gov.in/
- by mailing it to complaints@irdai.gov.in
- or by calling the IRDAI at toll free no. 155255 / 1800 4254 732
- Or in offline mode by post to the following address
General Manager
Insurance Regulatory and Development Authority of India (IRDAI)
Policyholder's Protection & Grievance Redressal Department - Grievance Redressal Cell.
Sy.No.115/1, Financial District, Nanakramguda, Gachibowli, Hyderabad - 500032.
Display of GRM
For the benefit of the customers, the company has displayed the GRM prominently, in all the office premises of the company.
Policy on Grievance Redressal
In different languages
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Grievance Redressal (English)
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Grievance Redressal (Hindi)
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Grievance Redressal (Kannada)
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Grievance Redressal (Tamil)
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Grievance Redressal (Telugu)
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Grievance Redressal (Marathi)
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Grievance Redressal (Odia)
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Grievance Redressal (Gujarati)
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Grievance Redressal (Malayalam)
