Grievance Redressal
We are here to resolve your concerns
Celestia Money is committed to handling customer concerns fairly, promptly, and transparently. If you have a complaint regarding service, valuation, documentation, repayment, staff conduct, or release of pledged gold, please contact us using the channels below.
Our Approach
A fair and structured grievance process
We believe customer complaints should be addressed with seriousness, clarity, and accountability. Our grievance redressal process is designed to ensure that concerns are reviewed and responded to through appropriate escalation channels.
We encourage customers to share complete details of the issue, along with relevant contact information and loan-related references, wherever applicable.
Escalation Structure
How to reach us
Level 1: Customer Support
For first-level assistance, customers may contact our support team directly. Our team will acknowledge and work to resolve your concern promptly.
Level 2: Grievance Officer
If your concern is not resolved through first-level support, you may escalate the matter to our designated Grievance Officer for a formal review.
Further Escalation
If your complaint remains unresolved within the applicable timeline or if you are not satisfied with the response provided, you may use the next level of escalation in line with Celestia Money's grievance policy and applicable regulations.
What to Include
To help us assist you faster
When raising a complaint, please share the following information to help our team address your concern efficiently.
- Your full name
- Registered mobile number
- Loan account or reference number, if applicable
- Branch or location details, if relevant
- A brief description of the issue
- Copies of relevant communication or documents, if available
Our Commitment
We take customer concerns seriously
At Celestia Money, trust is central to our business. We are committed to resolving concerns with fairness, professionalism, and care. Every complaint we receive is an opportunity to improve the service we offer to our customers.
Contact Support