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BASELInvestments Limited

Grievance redressal

If something has gone wrong, this is how it gets fixed.

Three named levels inside Basel, each with an officer and a contact, and one clock for the whole complaint. If we still have not resolved it, there is a route to the Reserve Bank of India that does not depend on us.

Escalation

Start at Level 1. Escalate if you need to.

You do not have to work out who is responsible. Start at the first level; if it is not resolved, or you are not satisfied with the answer, move to the next.
7 daysAcknowledgement
We acknowledge your complaint, with a reference number, within 7 days of receiving it. This is Basel's own commitment.
30 daysResolution
We resolve it within 30 days of first receiving it, at whichever level it arrives, including the Lending Service Provider. Escalating does not restart the 30 days.
90 daysYour window for the RBI Ombudsman
If we have not replied within 30 days, or you are not satisfied, you have 90 days to complain to the Reserve Bank of India. See below.
  1. Level 1

    Grievance Redressal Officer, Lending Service Provider

    Neeraj Tripathi

    Grievance Redressal Officer

    Unicorn Fintech Private Limited (borrow)

    The first point of contact for anything arising from the application, the loan account or its servicing. Reachable from every screen of the Digital Lending Application without exception.

    Email
    [email protected]
    Telephone
    +91 84487 11525
    Address
    Third Floor, Plot No. 1590, Palam Vihar, Sector 23-23A, Palam Vihar Extension, Gurugram, Haryana 122017

    Not satisfied with the response, or no response? Escalate. The 30 days keep running from when you first complained.

  2. Level 2

    Nodal Officer, Lending Service Provider

    Shantanu Goswami

    Nodal Officer

    Unicorn Fintech Private Limited (borrow)

    Where the Lending Service Provider's Grievance Redressal Officer has not resolved a complaint, it escalates within the Lending Service Provider before it reaches the lender.

    Email
    [email protected]
    Telephone
    +91 84486 61759
    Address
    Third Floor, Plot No. 1590, Palam Vihar, Sector 23-23A, Palam Vihar Extension, Gurugram, Haryana 122017

    Not satisfied with the response, or no response? Escalate. The 30 days keep running from when you first complained.

  3. Level 3

    Grievance Redressal Officer, Basel Investments Limited

    Bupendra Malik

    Grievance Redressal Officer

    Basel Investments Limited

    Where a complaint is not resolved by the Lending Service Provider, or the borrower is not satisfied with the outcome, it escalates to the lender. Basel remains responsible for resolving complaints arising from any arrangement it enters into, including those handled in the first instance by a Lending Service Provider.

    Email
    [email protected]
    Telephone
    +91 84480 92822
    Address
    SCF 80, Back Side, 2nd Floor, Sector 47-D, Chandigarh 160047

    Not satisfied with the response, or no response? Escalate. The 30 days keep running from when you first complained.

  4. Level 4

    Nodal Officer, Basel Investments Limited

    Jyoti Sen

    Nodal Officer

    Basel Investments Limited

    The final internal stage of escalation within Basel before a complaint may be taken to the Reserve Bank of India.

    Email
    [email protected]
    Telephone
    +91 84488 40031
    Address
    SCF 80, Back Side, 2nd Floor, Sector 47-D, Chandigarh 160047

Jyoti Sen, at Level 4, is Basel’s Nodal Officer and represents Basel on complaints before the RBI Ombudsman. The Lending Service Provider’s officers at Levels 1 and 2 handle complaints about the application, but Basel remains responsible for every complaint, whoever receives it first.

If Basel has not resolved it

Take it to the Reserve Bank of India.

If Basel has not replied within 30 days of receiving your complaint, or has rejected it, or you are not satisfied with the reply, you may complain to the RBI Ombudsman under the Reserve Bank - Integrated Ombudsman Scheme, 2026. Do so within 90 days of those 30 days ending, or of our last reply to you, whichever is later. You do not need our permission, and there is no fee.

Complaint Management System

cms.rbi.org.in

File and track a complaint against a regulated entity online. Complaints may also be sent in physical form to the Centralised Receipt and Processing Centre of the Reserve Bank of India.

Sachet portal

sachet.rbi.org.in

Check whether an entity is registered, and report an entity accepting deposits or lending without authorisation.

Appeal to the Reserve Bank

Officer-in-Charge, Department of Supervision

Reserve Bank of India, Chandigarh Regional Office

Central Vista, Opposite Telephone BhavanSector 17Chandigarh 160017India

This office supervises Punjab, Himachal Pradesh and the Union Territory of Chandigarh, which is where Basel's registered office falls. If your complaint is not redressed within 1 month of being raised with us, you may appeal here.

Complaints in physical form

Centralised Receipt and Processing Centre

Reserve Bank of India, 4th FloorSector 17, Central VistaChandigarh 160017India
Toll-free
14448 (automated line 24x7; staff Monday to Saturday, 8 am to 10 pm, except national holidays)
Email
[email protected]

The contact centre helps you file a complaint; it cannot record one over the phone.

Reserve Bank - Integrated Ombudsman Scheme, 2026

Salient features of the Scheme.

In force since 1 July 2026, replacing the 2021 Scheme. This is a summary; the Scheme itself governs.
Complain to Basel first
The Ombudsman acts only on a complaint that was first made to Basel, in writing or by another mode you can prove. A complaint sent straight to the Ombudsman is not taken up.
When you can go to the Ombudsman
If Basel has not replied within 30 days of receiving your complaint, or you are not satisfied with the reply or resolution.
How long you have
90 days from the end of those 30 days, or from Basel's last communication to you, whichever is later. Your complaint to Basel must also have been made within the limitation period under the Limitation Act, 1963.
What it covers
There is no limit on the amount in dispute. The Ombudsman may award compensation of up to ₹30 lakh for consequential loss, and up to ₹3 lakh for harassment or mental anguish.
Cost and representation
Filing is free. You may complain yourself or through an authorised representative, who may not be an advocate unless the advocate is the person aggrieved.
What it will not take up
A complaint already pending before, or already decided by, the Ombudsman on the same grievance, or one that is abusive, frivolous or vexatious.

How to file

  • Online at cms.rbi.org.in
  • By email to [email protected]
  • By post to the Centralised Receipt and Processing Centre, Reserve Bank of India, 4th Floor, Sector 17, Central Vista, Chandigarh 160017, India

Help with the Scheme

Toll-free 14448: automated line 24x7; staff Monday to Saturday, 8 am to 10 pm, except national holidays, in English, Hindi and ten regional languages.

Basel’s Nodal Officer

Jyoti Sen

[email protected]
+91 84488 40031

Full text of the SchemeRBI’s questions and answers on the Scheme

Raise a complaint

Tell us what happened.

This form reaches Basel directly. We acknowledge every complaint, with a reference number you can use when escalating, within 7 days.

Never share your OTP, card PIN, CVV, net-banking password or full card number with us or with anyone. Basel will never ask for them, in this form or anywhere else.

If your complaint concerns something you saw in a lending application, please tell us which application, and include a screenshot if you have one.

Complaint details
If you have one. It helps us find your case faster.
The name of the app or website you borrowed through.
Please include dates, amounts and anything you have already been told. Do not include your OTP, card PIN, net-banking password or full card number. We will never ask for these.

Fields marked with an asterisk are required.

Worried an app or a caller is impersonating Basel? Check the list of applications and partners we actually work with.

Digital lending disclosuresFraud awareness