Many unbanked and underbanked users are unfamiliar with digital platforms and find DFS intimidating. Mistakes are inevitable, but the current system makes grievance redressal an uphill battle for them—often hidden behind layers of screens, chatbots helplines, and bureaucracy.

Instead of helping users build confidence, these processes can leave them feeling frustrated and powerless. Many give up or turn to informal intermediaries, often at a cost. On the other hand, DFS agents who do assist with grievances are often overstretched, and bank branches remain inaccessible or tough to navigate. This disconnect leaves users without clear, reliable redressal pathways, creating hesitation around DFS adoption and continued use.

A hybrid approach, combining self-resolution pathways enabled by technology with dedicated human support, can make redressal more effective. Guided self-resolution tools can empower users to fix common issues, fostering confidence and digital fluency. At the same time, DFS Clinics can serve as dedicated, approachable spaces where users can get in-person support without the intimidation of traditional bank branches.