Grievance Redressal

We take every complaint seriously, whether it concerns our field team, the way an enquiry was handled, or the conduct of anyone claiming to represent us.

Level 1 — Raise it with our team

Call +91 93072 34477 or email support@mggoldfinance.com with your name, mobile number, the location or branch concerned, and a short description of what happened. We aim to acknowledge within 2 working days and to respond substantively within 7 working days.

Level 2 — Grievance Officer

If you do not receive a response in time, or you are not satisfied with it, write to our Grievance Officer:

Grievance Officer
MG Gold Finance Solutions LLP
Ramesh Sankul, First Floor, Near Raikar Bus Stop, Dhayari, Pune - 411041, Maharashtra
Email: grievance@mggoldfinance.com
Phone: +91 93072 34477
Hours: Monday to Saturday, 10:00 am - 7:00 pm

Please quote your earlier complaint reference if you have one. The Grievance Officer aims to respond within 15 working days of receipt.

Level 3 — The lending institution

Complaints about a sanctioned loan — its interest rate, charges, valuation, custody of pledged gold, statements, foreclosure or recovery — are matters for the lending institution that granted the loan. Those complaints should be raised through that institution’s own grievance redressal mechanism, the details of which appear in your loan documents and at its branches. We will help you route the complaint if you are unsure who to approach.

If the institution does not resolve your complaint satisfactorily, you may escalate it to the redressal or ombudsman mechanism applicable to that institution under the relevant regulator or registering authority.

What helps us resolve it faster

• Your name and the mobile number you used with us.
• The date, place and the name of the person you dealt with.
• The lending institution involved, if a loan was already in process.
• Copies of any receipt, message or document relevant to the complaint.

Reporting misuse of our name

We never ask for an advance fee to process a gold loan, and our field team never collects cash without an official receipt from the lending institution. If anyone demands money in our name outside this, report it to us immediately on +91 93072 34477 and, where appropriate, to your local police.