Grievance Redressal Procedure - Loans

Tide has established a standardized grievance redressal procedure applicable to all customers and merchants, as outlined in its grievance Procedure. This framework is designed to effectively minimize and address instances of customer grievances through a structured redressal mechanism.

Level 1

Members can contact Tide Member support team to seek resolution to their queries, to log a grievance/complaint or concern on any of the below provided channels:

Modes of Lodging a Complaint

In-app Chat: Available through the tide mobile application.
Email: indiasupport@tide.co
Member Support Helpline: 011-40789090 (10:00 am to 7:00 pm)
Postal Address: 3rd Floor, Videocon Tower, Jhandewalan Extension, New Delhi- 110005

Level 2

Members who are not satisfied with the resolution provided by the Member support team may escalate the matter preferably via email or letter to the grievance redressal officer.

The details of the Grievance Redressal Officer are as follows:

Name of the Grievance Redressal Officer: Dicky Singh
Email id: Grievanceindia@tide.co
Contact Number: 011-40789090 (10:00 am to 7:00 pm, Monday to Friday except National Holidays).
Postal Address: 3rd Floor, Videocon Tower, Jhandewalan Extension, New Delhi- 110005

Upon receiving the complaint at each level, the customer will receive an acknowledgement email within 2 working days. Once the complaint is successfully resolved, a closure email will be sent to the customer from Tide.

Level 3

For Flexi Loans -

Name of the Grievance Redressal Officer: Ms. Pranaali Sawant
Email id: nodal.grievance@epimoney.com
Contact Number: 8879758863 (10:00 am to 6:00 pm, Monday to Friday except National Holidays).
Address: Epimoney Private Limited (FlexiLoans) 4th Floor, South Annexe, Tower 2, One World Centre, 841, Senapati Bapat Marg, Lower Parel, Mumbai, Maharashtra – 400 013.

For Lending Kart -

Name of the Grievance Redressal Officer: Ms. Ajitha K
Email id: grievance.redressal@lendingkart.com
Contact Number: +91- 6358874622 [10.30 am to 6.00 pm, Monday to Friday except National Holidays).
Address: Lendingkart Finance Limited, 4th Floor, 401, Iconic Shyamal, Nr. Shymal Cross road, Satellite, Ahmedabad, Gujarat, 380015.

Level 4

If your grievance remains unresolved, or if there is no response or if you are not satisfied with the response of the Grievance Redressal Officer within 30 days of making the complaint, you may contact the Banking Ombudsman at https://cms.rbi.org.in/, or send a physical complaint to “Centralised Receipt and Processing Centre, 4th Floor, Reserve Bank of India, Sector-17, Central Vista, Chandigarh - 160017” as per the grievance redressal mechanism prescribed by the Reserve Bank.