For card-related queries :
Level 1:
For quickest response, please go to the Scapia Support section on the Scapia App and select the relevant option for support.
For any complaints, kindly contact on this toll free number 18002961199 or email us at scapiafederalcards@federalbank.co.in
Level 2:
If you have not received a satisfactory response at Level 1 within 10 working days, please send an email to escalate to our Nodal Officer.
Email -creditcardescalation@federalbank.co.in
Ms. Minimole Liz Thomas
Nodal Officer
Service Quality Department
The Federal Bank Ltd.
Federal Towers, Aluva, Kerala.
Tel: 0484–6754111
Level 3:
If your complaint has not been handled properly, or there has been a delay in resolving the issue to your satisfaction, please escalate it to the Principal Nodal Officer :
support@federalbank.co.in
Ms Shalini Warrier
Executive Director and Principal Nodal Officer
CEO's Secretariat, The Federal Bank Ltd.
Federal Towers, Aluva, Kerala.
Telephone : 0484 - 2626366
Level 4:
If you are still not satisfied with the resolution of your complaint you can approach Banking Ombudsman. Please take note that the first point for redressal of complaints is the bank itself. The complainants may approach Reserve Bank Integrated Ombudsman through the link below.
Click here
For travel-related queries :
Level 1:
For quickest response, please go to the Scapia Support section on the Scapia App and select the relevant option for support.
For any complaints, reach out to Scapia Telephone number: 080-65199888 or email us at care@scapia.cards
Level 2:
If you are not satisfied with the response from Level 1, please escalate the issue to our grievance officer Mr. Aniruddh Agrawal. You can reach out to the officer at grievance@scapia.cards or you can send your complaint in writing at :
Attn : Grievance Officer, Scapia Technology Private Limited, 2nd floor, Tower B, Mantri Commercio, Kariyamma Agrahara, Bellandur, Karnataka 560103, India
Level 3:
If you are not satisfied with the response from Level 2, please escalate the issue to our nodal officer Ms. Deepa Krishnan.
You can reach out to the officer at ccnodaloffice@scapia.cards or you can send your complaint in writing at :
Attn : Grievance Officer, Scapia Technology Private Limited, 2nd floor, Tower B, Mantri Commercio, Kariyamma Agrahara, Bellandur, Karnataka 560103, India
For CIBIL Credit Report related queries (Transunion CIBIL) or Withdrawing consent given to Scapia to access credit bureau information:
Level 1:
For quickest response, please reach out to CIBIL team directly at https://www.cibil.com/contact-us-faq
For withdrawing the consent given to Scapia for accessing the credit bureau information reach out to Scapia Telephone number: 080-65199888 or email us at care@scapia.cards
Level 2:
If you are not satisfied with the response from Level 1, please escalate the issue to our grievance officer Mr. Aniruddh Agrawal. You can reach out to the officer at grievance@scapia.cards or you can send your complaint in writing at :Attn : Grievance Officer, Scapia Technology Private Limited, 2nd floor, Tower B, Mantri Commercio, Kariyamma Agrahara, Bellandur, Karnataka 560103, India
Level 3:
If you are not satisfied with the response from Level 2, please escalate the issue to our nodal officer Ms. Deepa Krishnan. You can reach out to the officer at ccnodaloffice@scapia.cards or you can send your complaint in writing at :
Attn : Grievance Officer, Scapia Technology Private Limited, 2nd floor, Tower B, Mantri Commercio, Kariyamma Agrahara, Bellandur, Karnataka 560103, India
Scapia has a defined turnaround time of 7 working days for all queries, 14 working days for all requests and 30 calendar days for Complaints. If any case/transaction is related to a third party or an entity outside Scapia, then the TAT will be dependent on the respective clearing house/other banks/ partners /network providers/regulator etc. Resolution time will include this TAT along with Scapia's resolution time.
If you are not satisfied with the resolution provided through various channels, then you can escalate the issues to the next higher level, as displayed in the escalation matrix.