How can an individual or business resolve an issue with a transaction processed through NPCI?

If you encounter an issue with a transaction processed through NPCI (National Payments Corporation of India), you can follow these steps to resolve the problem:

1. Contact the Bank: In case of any transactionrelated issue, the first step is to contact your bank. Reach out to your bank's customer support helpline or visit the nearest branch to report the problem. Provide them with the details of the transaction, such as transaction ID, date, and amount, along with a clear explanation of the issue you are facing.

2. Lodge a Complaint: If the issue is not resolved by contacting the bank directly, you can file a formal complaint with the bank's grievance redressal department. Banks have a dedicated grievance redressal mechanism to address customer complaints. You can submit a written complaint via email or letter, clearly explaining the problem and providing relevant transaction details. Ensure to keep copies of all communication for future reference.

3. Approach NPCI: If the issue remains unresolved or if you are not satisfied with the bank's response, you can escalate the matter to NPCI. NPCI operates a dedicated Customer Grievance Redressal Mechanism (CGRM) to handle complaints related to their services. Visit the NPCI's official website and navigate to the "Grievance Redressal" section to find the contact details and the procedure for lodging a complaint.

4. Ombudsman's Office: If the issue is still not resolved to your satisfaction, you can escalate the matter further to the Banking Ombudsman appointed by the Reserve Bank of India (RBI). The Banking Ombudsman is an independent authority that resolves bankingrelated complaints. File a complaint with the respective Banking Ombudsman's office, providing all the necessary details and supporting documents.

It's important to maintain proper documentation of all communication, transaction details, complaint reference numbers, and any other relevant information throughout the process. This will help in providing evidence and tracking the progress of your complaint.

Remember, it is advisable to contact your bank as the first point of contact, as they are responsible for handling customer issues and resolving them in a timely manner.