How to complain NRB about PSP in Nepal?

How to complain NRB about PSP in Nepal?

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Every one of us has used the service of more than 2 (Payment Service Providers) in Nepal or at least one is used by everyone who is reading this article right now. And every day many people face different problems due to the services provided by these PSPs. I have faced lots of problems, and that’s the main reason also I’m writing this article today.

As of today, there are 28 PSPs in Nepal that is Licensed by Nepal Rastra Bank. And among those 28 PSPs, eSewa Fonepay Pvt Ltd (eSewa), Sparrow Pay Pvt Ltd (Khalti), IME Digital Solution Ltd (IME Pay) & Prabhu Technology Pvt Ltd (Prabhu Pay) are the most used ones.

So without wasting any time, let’s get to the part to know about how to file a complaint about these companies.

Under Section 118 of the Banking and Financial Institutions Act, 2073, Banks and Financial Institutions providing financial intermediation services by obtaining a license from Nepal Rastra Bank have agreed with the customer on fair, reliable, and transparent banking rates.

For this very purpose “Financial customer protection”  was brought into action. There are six key principles of Financial customer protection, which are as follow:

  1. Protecting the interests of financial customers,
  2. Equal treatment,
  3. Disclosure,
  4. Transparency,
  5. Accountability,
  6. Complaint hearing and dispute resolution.

So without wasting any time, let’s get to the part to know about how to file a complaint about these companies.

If you have faced negative behaviors such as non-cooperation, delay, negligence, bias, irresponsibility, negligence, false, misinformation, opaque transactions, from any financial service providers in Nepal. Then you can go and file the complaint to NRB regarding it.

To file the complaint you can simply visit GRIEVANCE MANAGEMENT SYSTEM, after that go to the bottom of the page and click on “Lodge a Complaint“. After that you will be redirected to a page, from that page you can fill details like:

  • Customer Details: (Name, Mobile No & E-mail)
  • Customer Address: (Province, District, Municipality & Ward No.)
  • Service Provider: (Bank, Money Exchangers, PSO, PSP & Remittance Companies)
  • Complaint Details: (Basis, Subject, Documents & Description)
Lodge a Complaint to Nepal Rastra Bank

So this is how you can file a complaint. You can file complaint regarding any financial institutions from the above pages, not just PSP. If you liked the article or any mistake is found then please let me know in the comments.

Will be back next week with another exciting article.
Thank you