Last Updated: 20 September 2026
GoldLoanBazaar is committed to providing users with a fair, accessible and transparent mechanism for raising and resolving complaints relating to the GoldLoanBazaar Platform and services.
GoldLoanBazaar is operated by Capiyer Infotech Pvt. Ltd. ("GoldLoanBazaar", "we", "us", or "our").
This Grievance Redressal Policy explains how users may submit complaints, how such complaints are handled, and when a complaint should instead be raised directly with the relevant bank, non-banking financial company ("NBFC") or other lending institution ("Lender").
1. SCOPE OF THIS POLICY
You may raise a complaint with GoldLoanBazaar concerning matters including:
Website or Platform functionality.
GoldLoanBazaar customer-support interactions.
Incorrect, misleading or outdated information displayed on the Platform.
Gold-loan comparison or calculator functionality.
Lender or product information displayed on the Platform.
Lead or enquiry submission issues.
Privacy and personal-data concerns.
Collection, use or sharing of personal information.
Consent-related concerns.
WhatsApp, SMS, telephone, email or other communication preferences.
Requests to withdraw applicable consent or opt out of promotional communications.
Unwanted or excessive communications originating from or attributable to GoldLoanBazaar.
Technical or security issues.
Misrepresentation or impersonation of GoldLoanBazaar.
Suspected fraud involving the Platform.
Issues concerning a Lender connection or referral facilitated through GoldLoanBazaar.
Other matters relating directly to GoldLoanBazaar's services.
2. MATTERS CONTROLLED BY LENDERS
GoldLoanBazaar is a gold-loan discovery, comparison and lead-generation platform.
GoldLoanBazaar is not a bank, NBFC or lender and does not itself approve, sanction, disburse or service loans. GoldLoanBazaar also does not physically inspect, test, value, hold or release pledged gold.
Complaints concerning matters controlled by a Lender should generally be raised through that Lender's grievance-redressal mechanism.
These may include complaints concerning:
Loan approval or rejection.
Final interest rate.
Loan amount or LTV.
Processing fees or other Lender charges.
Loan agreements or Key Fact Statements.
Repayment terms.
Penal charges.
Physical gold appraisal or valuation.
Gold purity or weight assessment.
Custody or security of pledged gold.
Release or return of pledged gold.
Loan servicing.
Recovery practices.
Auction of pledged gold.
Closure or foreclosure of a loan.
Other decisions or actions controlled by the Lender.
Where reasonably possible, GoldLoanBazaar may help identify the appropriate Lender grievance channel or forward information relating to a complaint where permitted and appropriate.
However, the relevant Lender remains responsible for resolving complaints concerning matters within its control and regulatory responsibilities.
3. HOW TO RAISE A COMPLAINT
You may submit a complaint to GoldLoanBazaar through the following channels:
Email: support@goldloanbazaar.co
Phone: 98211613214
Postal Address:
Capiyer Infotech Pvt. Ltd.
Where an online complaint or support form is made available on GoldLoanBazaar, complaints may also be submitted through that facility.
We do not charge users a fee for submitting a complaint to GoldLoanBazaar.
4. INFORMATION TO INCLUDE
To help us identify and investigate your complaint, please provide, where relevant:
Your full name.
Registered mobile number.
Email address.
Enquiry, lead or reference number, if available.
Date and approximate time of the incident.
Description of the complaint.
Relevant Lender's name, where applicable.
Relevant webpage, product, scheme or rate-card information.
Screenshots or supporting documents, where appropriate.
Please provide only information reasonably necessary for us to investigate the complaint.
Never provide your OTP, PIN, password, CVV or complete banking credentials in a complaint. GoldLoanBazaar will not ask you to disclose such credentials for grievance resolution.
5. ACKNOWLEDGEMENT AND RESOLUTION
GoldLoanBazaar will endeavour to acknowledge complaints promptly and ordinarily within 2 business days of receipt.
We will endeavour to investigate and resolve complaints within 15 business days, depending on the nature and complexity of the matter.
Where additional information is required, we may contact you using the details provided with your complaint.
If a complaint cannot reasonably be resolved within the expected period, we may provide an update explaining:
The status of the complaint.
Whether additional information is required.
The reason additional time is required, where appropriate.
The next steps in the grievance process.
Complaints involving a Lender may require coordination with that Lender and may therefore be subject to the Lender's own grievance-resolution timelines and applicable regulatory requirements.
6. GRIEVANCE ESCALATION
If you are dissatisfied with the initial response provided by GoldLoanBazaar, you may escalate your complaint as follows:
Level 1 – Customer Support
Email: support@goldloanbazaar.co
Phone: 98211613214
Level 2 – Grievance Officer
Name: Nagaraj Iyer
Designation: Grievance Officer
Entity: Capiyer Infotech Pvt. Ltd.
Email: support@goldloanbazaar.co
Phone: 98211613214
When escalating a complaint, please provide your original complaint or reference number, where available, together with a brief explanation of why you remain dissatisfied.
7. COMPLAINTS CONCERNING A LENDER
Where your complaint relates primarily to a Lender's loan product, appraisal, sanction, disbursement, servicing, repayment, recovery, pledged gold or another activity controlled by the Lender, you should first use the grievance-redressal mechanism provided by that Lender.
Where GoldLoanBazaar is acting as a service provider or intermediary for the relevant Lender, we may coordinate with that Lender as appropriate while handling the complaint.
Where applicable under the regulatory framework governing the relevant Lender, an eligible complainant may have access to further escalation mechanisms if the complaint is not satisfactorily resolved within the applicable period.
Users should follow the grievance and regulatory escalation information provided by the relevant Lender for their particular loan or complaint.
8. PRIVACY AND PERSONAL-DATA GRIEVANCES
You may contact GoldLoanBazaar regarding concerns about:
Personal information collected about you.
Incorrect or incomplete personal information.
Use or sharing of personal information.
Withdrawal of consent.
Requests for correction, updating or erasure, where applicable.
Marketing or communication preferences.
Unauthorized or suspected unauthorized processing of personal information.
Other privacy-related concerns.
Privacy requests and grievances will be handled in accordance with our Privacy Policy and applicable data-protection requirements.
Privacy-related requests may be sent to:
Email: privacy@goldloanbazaar.co
Where a request concerns information that has already been provided to a Lender pursuant to your request or consent, the relevant Lender may need to address matters concerning its subsequent independent processing of that information.
9. COMMUNICATION AND CONSENT COMPLAINTS
If you believe you have received communications from GoldLoanBazaar contrary to your communication preferences or consent, please provide sufficient information for us to identify and investigate the communication.
Where the communication originated from a participating Lender, GoldLoanBazaar may assist in identifying or notifying the relevant Lender where reasonably possible.
Requests to withdraw consent or opt out of promotional communications will be processed subject to applicable law and our Privacy Policy.
Withdrawal of consent will not affect processing already lawfully undertaken before the withdrawal or processing otherwise permitted or required by applicable law.
10. INCORRECT LENDER, RATE OR PRODUCT INFORMATION
If you identify information on GoldLoanBazaar that you believe is inaccurate or outdated, including:
Interest rates.
LTV ratios.
Processing fees.
Eligibility criteria.
Loan schemes.
Documentation requirements.
Repayment information.
Disbursement timelines.
Lender information.
Other product terms.
you may report it through our grievance or customer-support channels.
Please include the relevant webpage or product and, where available, supporting information identifying the discrepancy.
GoldLoanBazaar will review the reported information and, where appropriate, verify it against available Lender or authoritative information and update the Platform.
11. FRAUD, PHISHING AND IMPERSONATION
Please contact us promptly if you encounter suspected:
Impersonation of GoldLoanBazaar or its representatives.
Fake GoldLoanBazaar websites, profiles or communications.
Fraudulent payment requests claiming to originate from GoldLoanBazaar.
Requests for OTPs, PINs, passwords, CVVs or complete banking credentials.
Suspicious links or communications claiming to represent GoldLoanBazaar.
Other suspected fraudulent activity involving the Platform or GoldLoanBazaar name.
Where appropriate, GoldLoanBazaar may investigate the matter, preserve relevant records, restrict Platform access, notify affected Lenders or service providers, and cooperate with competent authorities.
Users who believe they are victims of financial or cyber fraud should also consider reporting the incident promptly through the appropriate official law-enforcement or cybercrime channels.
12. CONFIDENTIALITY AND HANDLING OF COMPLAINT INFORMATION
Information provided through the grievance process will be used for purposes including:
Identifying the complainant and relevant enquiry.
Investigating the complaint.
Communicating regarding resolution.
Coordinating with the relevant Lender or service provider where necessary.
Preventing fraud or misuse.
Meeting legal or regulatory obligations.
Maintaining appropriate grievance and compliance records.
Complaint information will be shared only with persons or organizations that reasonably require access for these purposes, subject to applicable law and our Privacy Policy.
13. GOOD-FAITH COMPLAINTS
GoldLoanBazaar will not discriminate against or disadvantage a user merely because the user has raised a genuine complaint in good faith or exercised an applicable privacy or consumer right.
However, we may take reasonable measures where a grievance mechanism is deliberately misused for fraudulent, abusive or unlawful purposes.
14. CHANGES TO THIS POLICY
We may update this Grievance Redressal Policy from time to time to reflect changes in our services, internal processes, Lender arrangements or applicable legal and regulatory requirements.
The latest version will be published on GoldLoanBazaar together with the updated "Last Updated" date.
15. GRIEVANCE OFFICER
Grievance Officer: Nagaraj Iyer
Designation: Grievance Officer
Entity: Capiyer Infotech Pvt. Ltd.
Email: support@goldloanbazaar.co
Phone: 98211613214
For general customer-support enquiries:
Email: support@goldloanbazaar.co
For privacy-related requests:
Email: privacy@goldloanbazaar.co