Complaint Escalation
Airtel Payments Bank – Complaints & Escalation Flow (RBI-Compliant)
Purpose: This document is designed for publication under the “Complaints” section of Airtel Payments Bank’s website. It explains how customers can lodge complaints, the internal escalation path up to the Principal Nodal Officer (PNO), and external escalation to the Reserve Bank of India (RBI) Integrated Ombudsman Scheme (RB‑IOS). It aligns with RBI guidance to prominently display the PNO and provide a simple, trackable grievance mechanism.
Level 1
Have any Query / Request / Complaint?
- Call Customer Care (toll‑free):180023400
- Visit to the nearest Banking Point / Customer Grievance Officer (CGO). (www.airtelpayments.bank.in/cgo / Branch Details)
- Submit the online complaint form on the Bank’s website / Bank App (www.airtelpayments.bank.in/help-and-support or visit)
- Email Customer Care: [email protected]
Level 2
Nodal Officer
In case you are not satisfied with the resolution provided at Level 1, contact our Nodal Officer through our access channel mentioned here.
Contact Details:
Name: Mr. Tanuj Jain
E-mail: [email protected]
Level 3
Principal Nodal Officer (PNO)
In case you are not satisfied the resolution provided at Level2, contact our Principal Nodal Officer through any of our access channels mentioned here.
Principal Nodal Officer – Contact
Name: Gunpreet Taneja
Designation: (DVP)
Address: Airtel Payments Bank Ltd. 5th Floor, Sewa Towers, Udyog Vihar phase - IV, Gurgaon – 122015
Phone: 0124-4247797
Email: [email protected]
Level 4
If after having followed Steps 1, 2 and 3, your issue remains unresolved, or if you have not received response within 30 days of lodging a complaint, you may approach the Reserve Bank Integrated Ombudsman.
To register complaint with RBI Ombudsman, please visit on
To refer to the salient features of The Reserve Bank - Integrated Ombudsman Scheme, 2025, you may click on:
English –
https://www.rbi.org.in/Scripts/BS_PressReleaseDisplay.aspx?prid=62052
To know more about The Reserve Bank - Integrated Ombudsman Scheme, 2025, you may click on:
Please refer to the complaint escalation flowchart here.
Escalation Matrix for Insurance Related Grievances:
If a client is not satisfied with the resolutions provided through various channels, the client has the option to escalate the issues to a higher level, as per the escalation matrix given underneath:
Level 1:
In case the customer is not satisfied with the decision or has not received any response within 14 working days, he/she may escalate the matter to
Grievance Redressal Cell - [email protected]
Level 2:
If the resolution provided at grievance officer does not meet your expectation, you can write to Ms. Gunpreet Taneja (Principal Nodal Officer)
- Contact Number: 0124 - 4247797
- Email: [email protected]
- Address: Airtel Payments Bank Ltd. 5th Floor, Sewa Towers, Udyog Vihar phase - IV, Gurgaon – 122015
- Timings: Every Day from 9:30 AM to 6:30 PM (including public holidays)
Level 3:
If after having followed Level 1 and Level 2 the issue remains unsolved, client may approach the Insurance Regulatory and Development Authority of India (IRDAI) at
- https://bimabharosa.irdai.gov.in/ (earlier known as IGMS) or
- Insurance Ombudsman at https://cioins.co.in/Complaint/Online respectively.
- The maximum limit for the amount under dispute for which the Ombudsman can entertain a complaint is up to Rs. 50 lakhs.
Report a Fraud
To ensure that LEA/PG and Peer Banks have an easily accessible platform to communicate with us. You can access the details on: www.airtelpayments.bank.in/static/contact-us
Click here to report a complaint.
Contact Number: 18002033330
Email: [email protected]
Please provide following details along with your complaint and send them to us at [email protected] and we will be happy to assist you-
- Transaction ID / Reference Number
- Transaction Date
- Previous Complaint/Case ID (if available)
For reporting to National Cyber Crime Helpline
You may report the incident to National Cyber Crime Helpline Number at 1930 or www.cybercrime.gov.in. We assure you that we shall fully co-operate with the law enforcement agencies and shall follow their further instructions, in regards to your Cyber Complaint.
To avoid any account misuse, we request you to periodically change you MPIN.
For more info, visit: https://www.pib.gov.in/PressReleasePage.aspx?PRID=1814120
Note : Never share any confidential information like MPIN, OTP, CVV, passwords, etc. with anyone including anyone claiming to be Airtel Payments Bank official. The Bank never asks you to share your MPIN, OTP, CVV, passwords, etc
Note: All bank service calls will only originate from 10 digit number starting 1600-xxx-xxx