Every voice matters: Tracing the journey of grievance and redress for India’s LMI segment

• by Abhishek Katariya, Priyal Advani, Saloni Gupta, Mohak Srivastava, Ritika Gupta, Shubhi Singh and Surbhi Sood
• Jan 15, 2026
• 1 min
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This report examines the experience of low- and moderate-income users when they register grievances and seek resolution within India’s financial services ecosystem. It draws on multi-state primary data to identify gaps in awareness, access, resolution timelines, and system accountability, and presents recommendations to strengthen grievance and redress mechanisms at scale.

This study analyzes how low- and moderate-income users in India navigate grievance and redress mechanisms for financial services. Based on a multi-state quantitative survey of individuals who have filed grievances, the report assesses awareness of grievance channels, patterns of registration and escalation, resolution outcomes, and user effort. The findings highlight persistent gaps in accessibility, timeliness, transparency, and institutional responsiveness, and present evidence-based recommendations to improve the effectiveness and inclusiveness of grievance and redress mechanisms.