Grievance Redressals

Grievance Redressal Mechanism


Following are some of the key parameters of the GRM:

  • Resolution of customer complaints/disputes/queries within a prescribed timeframe.
  • Ensuring that all complaints/disputes/queries of customers are heard and disposed of at least at the next higher level.
  • Company to ensure to take up the grievance promptly and try to resolve the matter expeditiously. If the matter is not resolved within the prescribed time period or is not capable of being resolved, then the customer shall be informed appropriately at the earliest opportunity.
  • All communication in relation to the GRM shall be in writing.


DMI operates into various business segments namely Consumer/Retail Loans (Consumption Loans, Personal Loans and MSME Loans) and Corporate Loans (Real Estate and Non-Real Estate). Since the customer segment and queries/enquiries would vary, therefore, the Company has decided to have separate escalation matrix and timelines for each business segment.

Below are the various ways/modes through which the customers can register their complaints/queries/enquiries:

Consumer/Retail Loans

For Consumer/Retail Loans (Consumption Loans, Personal Loans and MSME Loans), the customers have the following ways of approaching the Company as per details mentioned below:

  • Voice Support - The customer can call us at Consumer Credit Customer Care Helpline at 08064807777 between 9:00 am and 8:00 pm from Monday to Sunday.
  • Email Support - Please write to us at (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 but there would be instances wherein the team may even take longer to respond/reply.


Level 1: A customer can escalate the matter to in case he/she is not satisfied with the response from the Customer Care team. Depending on the query/dispute/grievance, a written reply/resolution will be sent to the customer within 5 business days at his/her registered email id with the Company.

Level 2: A customer not satisfied with the response at Level 1, can further escalate the matter/query/complaint st ad ed below:

  • - Grievance Redressal Officer (Consumer Loans)
  • -
  • - Express Building, 3rd Floor, 9-10, Bahadur Shah Zafar Marg, New Delhi-110002
  • - 011-41204444

Corporate Loans

DMI has set up a dedicated e-mail address i.e. where Corporate Customers can submit their grievances, complaints and suggestions. The said complaints/query would be resolved within a period of 15 business days from the date of receipt of complaint.


For the benefit of customers, the Company has displayed the GRM prominently, in all the office premises of the Company. The customers can also access the GRM on the website of the Company through the link:

This is to notify the public that some unscrupulous persons/groups may impersonate employees/representatives/agents of DMI Finance Private Limited (and its associated and group companies) ('DMI') and may have cheated some people. Please contact us if anyone using the DMI name acts suspiciously - for example, asks you to deposit money in the personal account of any individual or asks for a deposit of an advance EMI prior to a loan disbursal. Furthermore, it is highlighted that the entire website content of DMI is exclusively available on this website and any such resemblance of content over other websites or online platforms does not pertain to DMI's domain in any manner whatsoever. DMI's or its management or employees, disclaim any and all such liabilities and responsibilities for the transaction(s) that you have already or may enter into with another website or platform on the basis of DMI's content/credentials.