Every end-user customer can raise a complaint with respect to a UPI transaction, on
the PSP app / TPAP app.
End-user customer can select the relevant UPI transaction and raise a complaint in relation
A complaint shall be first raised with the relevant TPAP in respect to all UPI related
grievances / complaints of the end-user customers on-boarded by the PSP Bank
/ TPAP (if the UPI transaction is made through TPAP app).
In case the complaint / grievance remains unresolved, the next level for escalation will be
the PSP Bank, followed by the bank (where the end-user customer maintains its account)
and NPCI, in the same order.
After exercising these options, the end-user customer can approach the Banking Ombudsman and /
or the Ombudsman for Digital Complaints, as the case may be.
The complaint can be raised for both the types of transactions i.e. fund transfer and merchant
The end-user customer shall be kept communicated by the PSP / TPAP by means
of updating the status of such end-user customer’s complaint on the relevant app itself