How to Escalate a Raised Request with Bajaj Finance

Escalate a raised request when the concern remains unresolved after the applicable response or resolution timeline, or when an escalation option becomes available. Before escalating, follow up through the same official service channel, where possible, and review the current status to see whether any action is pending on your side. Keep your service request number, the date the request was raised and details of any response already received. Also check whether they requested additional information or documents, as providing them promptly may help resolve the concern. If an Escalate or follow-up option is available, use it according to the applicable service process. Bajaj Finance provides digital facilities to track raised requests and follow up on pending concerns. The availability and timing of escalation may depend on the request type, status and applicable service process. Retain the request reference and relevant communication for future follow-up, particularly if the concern involves loan account information or payment records.

How to escalate a raised request through Bajaj Finance platforms

You can escalate an eligible service request through the available options in My Account or the Bajaj Finance App. Before proceeding, review the request status, reference number and response received to confirm that further escalation is appropriate.

Steps to escalate through My Account

1. Open the Bajaj Finance My Account portal.
2. Sign in using your registered mobile number and complete the required verification.
3. Go to Help and Support or the section showing your raised requests.
4. Select View All to see your requests.
5. Filter the requests to find the relevant open request, if available.
6. Select the request number you want to follow up on.
7. Choose Escalate or the applicable follow-up option.
8. Enter concise remarks explaining what remains unresolved.
9. Upload supporting documents, if required.
10.  Submit the escalation and retain the request reference for future tracking.

Steps to escalate through My App

1. Open the Bajaj Finance App and sign in.
2. Go to Help and Support.
3. Open your service request history.
4. Select Open to view active requests, where applicable.
5. Select the request that requires further attention.
6. Tap Escalate if available.
7. Add remarks explaining the unresolved issue.
8. Attach relevant supporting documents, if required.
9. Submit the escalation.

After submitting the escalation, retain the request reference and monitor its status through the applicable platform. If an escalation option is unavailable, continue following the request through the available support channel and provide any information requested to help resolve the concern.

A clear escalation should state the original issue, previous actions taken, current status, and the specific assistance you need. Providing relevant information helps the reviewing team understand the concern without requiring unnecessary back-and-forth communication.

Depending on the nature of your request, include:

Avoid submitting unrelated documents or repeating lengthy explanations. A concise description supported by relevant evidence is generally more useful for reviewers.

How can you avoid delays when escalating a service request?

Providing accurate account information and relevant supporting evidence can help reviewers assess an escalation more quickly. Clearly explaining the unresolved concern and the outcome you are seeking can also reduce the need to repeat information already submitted with the original request.

Before submitting an escalation, check that:

• Correct request: Select the service request related to the unresolved concern.
• Clear remarks: Explain what remains unresolved and what assistance you require.
• Account details: Ensure your LAN or relevant loan account details are accurate.
• Payment references: Include the transaction reference or UTR for payment-related concerns.
• Supporting documents: Upload clear, readable and relevant documents where required.
• Expected outcome: State clearly what correction, clarification or resolution you are seeking.
• Request records: Retain the service request number and escalation submission details.

For payment-related concerns, keep your bank statement, payment confirmation and transaction reference available. For loan closure issues, retain the final payment proof and relevant closure documents. Following the official escalation route helps maintain a clear record and gives the relevant team the information needed to review the concern. Bajaj Finance offers request tracking, customer support and branch-based assistance through available service channels.

What happens after you escalate a raised request?

After you submit an escalation, the request is reviewed through the applicable service or grievance process, and the concerned team may contact you if it needs further information or documents. Continue monitoring the request through the available official channels until you receive a response or resolution. For service-related concerns, Bajaj Finance provides online request tracking through My Account and the App, where available. Your service request number can help identify the concern and support further follow-up. Keep the escalation reference, submitted documents and relevant communication for your records. If the response does not resolve the concern, review the next grievance or escalation mechanism available for that request and follow the prescribed process. Avoid creating multiple duplicate requests for the same issue, as this may make it harder to track the history of the concern. Providing any requested information promptly can also help the concerned team review the request and respond appropriately.