Verified: 31 May 2026 04:30 am IST
Industry: Banking & Financial Services (Payments Bank)
Jurisdiction: India
Primary Regulator: Reserve Bank of India (RBI)
Important Safety Warning: Beware of the “Reward Points & KYC Verification Scam.” Scammers frequently buy ads on Google and Social Media displaying fake Fino Payments Bank customer care numbers. This is a scam. Fino Bank staff will never ask for your FinoPay app password, mPIN, ATM PIN, CVV, OTP, or request you to download screen-sharing apps (like AnyDesk/RustDesk) to process a refund or unblock an account.
Level 1: Customer Support (Initial Complaint)
How to complain: Register your complaint (failed UPI transactions, AEPS failures, or unauthorized digital transactions) directly via the Customer Helpdesk section in the FinoPay App or on the official website (fino.bank.in). For immediate telephonic assistance, call their centralized national helpline at 1800-268-1000. For immediate fraud reporting and unauthorized transactions, strictly dial the 24/7 toll-free fraud line at 1800-268-3930. You can also utilize their official WhatsApp Banking at +91-8657008036, or email the central helpdesk directly at customercare@fino.bank.in (for fraud, use reportfraud@fino.bank.in).
Availability: The centralized IVR for fraud operates 24/7. Standard customer service operators are available from 9:00 AM to 7:00 PM IST.
Timeline: Fino Payments Bank must acknowledge digital payment failure complaints immediately. According to their grievance policy, they aim to resolve standard Level 1 queries within 7 working days from the date of receipt.
Level 2: Internal Escalation (Nodal Officer)
Who to contact: If Level 1 support fails, your refund is stalled, or you receive an unsatisfactory resolution after 7 days, you must formally escalate. You must email the Nodal Officer directly at nodalofficer@finobank.com. You must include your registered mobile number, Account Number, and your Level 1 Complaint Reference Number.
Timeline: Under RBI banking regulations, the internal grievance officers must acknowledge escalated disputes and prioritize the matter to provide a reasoned resolution within 7 to 10 working days from the date of Level 2 escalation.
Level 3: Regulatory Authority (Principal Nodal Officer & RBI Ombudsman)
Pre-Ombudsman (Level 3A): If your Nodal Officer fails to provide a response within 10 working days, you have one final internal step before approaching the RBI. You must escalate the matter to the Principal Nodal Officer (PNO) (currently Ms. Radhika Budhe) directly at pno@fino.bank.in or by calling the dedicated PNO desk at 022-71047270. Written legal notices and formal corporate grievances can be sent to their Headquarters (Principal Nodal Officer, Fino Payments Bank Ltd., Mindspace Juinagar, Plot No Gen 2/1/F, Tower 1, 8th Floor, TTC Industrial Area, MIDC Shiravane, Juinagar, Navi Mumbai – 400706).
Authority (Level 3B): If the Fino Bank PNO rejects your claim, fails to provide a satisfactory resolution, or the total time since your initial complaint exceeds 30 days, you must escalate the matter to the banking regulator. (Note: The RBI is rolling out the upgraded RB-IOS framework on July 1, 2026, which tightens the post-rejection filing window strictly to 90 days!)
Portal/Contact: You must submit your grievance to the Reserve Bank of India under the Reserve Bank - Integrated Ombudsman Scheme (RB-IOS). Complaints must be filed through the centralized Complaint Management System (CMS) portal at cms.rbi.org.in. Alternatively, you can call their central helpline at 14440 or email the processing center at crpc@rbi.org.in.
Level 4: Legal Action (Final Step)
Pre-Litigation: Financial service deficiencies fall under the Consumer Protection Act, 2019. The RBI Ombudsman and the National Consumer Helpline (NCH - 1915) act as your final administrative mediation steps. Since Fino is a private payments bank, bypass CPGRAMS and strictly rely on the NCH for pre-litigation.
Court/Arbitration: If you have suffered significant financial loss due to banking negligence or systemic failures that the Ombudsman could not fully resolve, you must file a formal complaint with the appropriate Consumer Disputes Redressal Commission using the newly integrated e-Jagriti portal (e-jagriti.gov.in).
Timeline: You must file the consumer case within two years from the date the cause of action (the financial service failure) occurred.
Community Action: Is Fino Payments Bank refusing to reverse a failed AEPS transaction, or are you looking for the correct template to formally escalate an unauthorized charge to the Navi Mumbai Corporate Office? Reply below (do not share your passwords, bank details, or your exact Account Numbers), and our community will point you to the right resources!