Grievance Redressal
We are committed to resolving your concerns promptly and fairly, in compliance with RBI guidelines.
Our Commitment
At Nimo Forex (operated by Paywize Forex Pvt Ltd), customer satisfaction is at the core of everything we do. As an RBI Licensed FFMC, we are committed to providing a transparent, fair, and efficient grievance redressal mechanism in accordance with the guidelines issued by the Reserve Bank of India.
We believe that every complaint is an opportunity to improve our services. Our grievance redressal framework ensures that all complaints are acknowledged promptly, investigated thoroughly, and resolved within the prescribed timelines.
How to File a Grievance
Follow these steps to submit your complaint and track its resolution.
Gather Your Details
Collect your transaction reference number, date of transaction, and a clear description of the issue. Include any supporting documents such as receipts or screenshots.
Contact Customer Support
Reach out to our customer support team via email at support@nimoforex.com or call us at +91-91099 10995. You can also visit any of our branch offices during working hours.
Receive Acknowledgement
You will receive an acknowledgement of your complaint within 24 hours of submission, along with a unique grievance reference number for tracking purposes.
Resolution
Our team will investigate your complaint and work towards a resolution. You will be kept informed of the progress, and the matter will be resolved within the prescribed timeline.
Grievance Officer
In accordance with RBI regulations, we have appointed a Grievance Officer to handle and resolve customer complaints. You may contact the Grievance Officer directly if your issue is not resolved satisfactorily by our customer support team.
Grievance Officer Details
Name: Mr. Compliance Officer
Email: grievance@nimoforex.com
Phone: +91-91099-10995
Address: Paywize Forex Pvt Ltd M.R Complex, 7th Cross, 6th Main Rd, BTM 2nd Stage, Bengaluru-560076
Escalation Matrix
If your grievance is not resolved to your satisfaction, you may escalate through the following levels.
Customer Support
Contact our customer support team via email, phone, or in-person at any branch. Our support team will attempt to resolve your query within 7 working days.
Email: support@nimoforex.com
Phone: +91-91099 10995
Grievance Officer
If you are not satisfied with the response from our customer support team, or if your complaint is not resolved within 7 working days, you may escalate the matter to our Grievance Officer. The Grievance Officer will review your case and provide a resolution within 15 working days.
Email: grievance@nimoforex.com
Phone: +91-91099-10995
RBI Ombudsman
If your complaint remains unresolved after 30 days, or if you are not satisfied with the resolution provided by our Grievance Officer, you may approach the Reserve Bank of India Integrated Ombudsman Scheme.
Resolution Timeline
We aim to resolve all grievances within the following timelines:
| Stage | Timeline |
|---|---|
| Acknowledgement of complaint | Within 24 hours |
| Level 1 resolution (Customer Support) | Within 7 working days |
| Level 2 resolution (Grievance Officer) | Within 15 working days |
| Final resolution | Within 30 days |
RBI Guidelines Reference
This Grievance Redressal Policy is framed in accordance with the following RBI regulations and guidelines:
- Reserve Bank - Integrated Ombudsman Scheme, 2021 (RB-IOS, 2021)
- RBI Master Direction on KYC (Know Your Customer) Direction, 2016
- RBI Master Direction - Money Changing Activities (updated from time to time)
- Foreign Exchange Management Act (FEMA), 1999 and regulations thereunder
Paywize Forex Pvt Ltd holds a valid FFMC licence issued by the Reserve Bank of India and is committed to operating in full compliance with all applicable regulations.
Last updated: February 2026