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TrustPay

Escalation

Grievance redressal

Effective 3 August 2026 · TrustPay

If something has gone wrong, this is the route. Four stages, each with a named contact and a stated turnaround, ending with the Reserve Bank of India if we have not put it right.

Escalation

Start at Level 1 and work up

Skipping a level does not make it faster. Each stage has the context from the one before it.

  1. 1
    Level 1

    Support

    Start here for anything operational — a failed transaction, a settlement that has not arrived, a dashboard problem, an integration question. Quote the transaction reference or request ID and it moves faster.

    support@trustpay.exampleAcknowledged within 24 hours on business days
  2. 2
    Level 2

    Grievance Officer

    Escalate here if Level 1 has not resolved your complaint, or if you are dissatisfied with the outcome. Include your earlier ticket reference so the history comes with it.

    grievance@trustpay.exampleResolved within 30 days of receipt
  3. 3
    Level 3

    Nodal Officer

    The final internal stage. The Nodal Officer reviews how the complaint was handled as well as the underlying issue.

    nodal@trustpay.exampleReviewed within 15 days of escalation
  4. 4
    Level 4

    RBI Ombudsman

    If we have not resolved your complaint within 30 days, or you remain dissatisfied, you may approach the Reserve Bank of India under the Reserve Bank – Integrated Ombudsman Scheme. Complaints are filed through the RBI CMS portal.

    cms.rbi.org.inAs set by the scheme

Before you write

What to include

  • Transaction reference, order ID or UTR
  • Date and amount
  • The payment method used
  • What you expected to happen, and what happened instead
  • Any error message or reason code shown
  • Your earlier ticket reference, if you are escalating

Officers

Who you are writing to

Grievance Officer

Grievance Officer name
grievance@trustpay.example

Nodal Officer

Nodal Officer name
nodal@trustpay.example

Written correspondence

TrustPay [Registered Entity Name] Private Limited
Registered address line 1, City, State, PIN

If we fail

Escalating to the Reserve Bank

If your complaint is not resolved within 30 days of being raised with us, or you are not satisfied with the resolution, you may take it to the Reserve Bank of India under the Reserve Bank – Integrated Ombudsman Scheme.

Complaints are filed through the RBI Complaint Management System at cms.rbi.org.in. You do not need our permission and you do not need to tell us first.