Our Policies

Citizen Charter

This is prepared to provide fair banking practices and to provide informations of our various activities.

Citizens' Charter spells out our mutual obligations and responsibilities for building a healthy, strong and vibrant Customer-Banker relationship. The Charter is available at all our branches, Regional Offices and at our Customer Service Department, Head Office.

Our Obligations

• Display Business hours prominently at the Branches.
• Render courteous services.
• Attend to all customers present in the Banking Hall at the close of business hours.
• Provide a clean and hygienic atmosphere in branches and with proper sitting arrangement for customers.
• Display time norms for common banking transactions.
• Display interest rates on various deposit schemes and service charges on Drafts & Pay Orders issued.
• Notify change in interest rates on advances.
• Offer Nomination facility to all deposit accounts and safe Deposit Locker holders.
• Provide details of deposit schemes/ services of the Bank.
• Pay interest for delayed collection of outstation cheques beyond the time stipulated by Reserve Bank of India.
• Accord instant credit of cheques upto a certain limit subject to certain conditions.
• Provide Suggestion/ Complaint Box at Branches.
• Display address of Regional/ Zonal/ Head Office and Nodal Officer dealing with customer grievance/ complaints.

Customer Obligations

• Ensure safe custody of cheque book and pass book.
• Preferably use reverse carbon while writing a cheque.
• Issue crossed/ account payee cheques as far as possible.
• Check the details of the cheque, namely, date, amount in words and figures, crossing etc. before issuing it. As far as possible, issue cheques after rounding off the amount to nearest rupee.
• Not to issue cheque without adequate balance ; maintain minimum balance as specified by the Bank.
• Send cheques and other financial instruments by Registered Post or by Courier.
• Bringing pass book while withdrawing cash from savings bank account through withdrawal slip. Get pass book updated from time to time.
• Avail nomination facility.
• Keep note of account numbers, details of FDR, locker numbers etc. separately.
• Inform change of address, telephone number etc. to the Branch.
• Inform loss of demand draft, fixed deposit receipt, cheque leaf(ves)/book, key of locker, etc., immediately to Branch.
• Avail standing instructions facility to repeat transactions. Maintain sufficient balance to honour them.
• Provide feed back on our services.
• Pay interest, installments, locker rent and other dues on time.
• Avail services such as ATM, ECS, EFT, etc., if offered by the branch.
• Bring any deficiency in services to the notice of the branch.
• Not to sign blank cheque/s. So also do not record your specimen signature either on pass book or on cheque book.
• Not to introduce any person who is not personally known to you for the purpose of opening account.

On Our Products

We have different deposit products in different names. Definition of major deposits schemes are as under : -

• “Demand Deposits" means a deposit received by the Bank. The deposit is withdrawable on demand.
• “Savings deposits” means a form of demand deposit which is subject to restrictions as to the number of withdrawals. We pay interest on such deposit.
• We also offer 'Zero' balance facility in Savings Bank account to women, senior citizens, pensioners, visually challenged persons and savings bank account opened and maintained for the purpose of crediting monthly salary of the account-holder.
• “Current Deposits” means a form of demand deposit wherefrom withdrawals are allowed any number of times. This deposits do not attract interest.
• “Term Deposits” means a deposit received by the Bank for a fixed period withdrawable only after the expiry of the fixed period and include deposits such as Recurring, Reinvestment Plan, Fixed Deposit with monthly or quarterly interest, etc. A few lines on such deposits -

Recurring Deposit

This enables the customer to open an account with fixed monthly installments for a period extending from 12 months to 120 months. The interest is payable on maturity and is compounded at quarterly intervals.

Fixed Deposit

In this account the amount remains fixed for a predetermined period of time and the interest is payable monthly, quarterly or half-yearly as per the desire of the account-holder.
Period of options available is from 15 days to 120 months.

Reinvestment Plan

Period of Deposits under this scheme is 6 months to 120 months and interest is paid on maturity along with the principal after compounded at quarterly intervals.

Recurring Deposit with Variable Installment

A variant of Recurring Deposit Scheme where the amount of monthly deposit is flexible. The depositor can deposit an amount according to his ability. The minimum monthly deposit is Rs.50/-

United Bonanza Scheme

A new deposit scheme has been introduced in TBM branches. The scheme combines the liquidity of Savings Bank account or Current Deposit account with return of Fixed Deposit Account allowing greater flexibility to the account holders for better return.

LOAN ARE AVAILABLE AGAINST THESE TERM DEPOSITS ON EASY TERMS.

Payment Of Balance in Account of the Deceased Deposits to their Legal Heirs

Bank does not insist on succession certificate from legal heirs of the deceased depositors, locker holders except where there is no dispute among the legal heirs, though some formalities are required for settlement of claims.

Safe Deposit Lockers

The facility of Safe Deposit Lockers is an ancillary service offered by the Bank.

The Bank let out lockers only on availability basis.

Articles in Safe Custody

Articles like shares, securities, etc., can be kept in safe custody with the Bank on prescribed charges wherever such facilities are offered.

Nominations

Nomination facility is available for all deposit accounts opened in the name of individuals ( i.e. Single/joint accounts as well as accounts of a sole proprietory concern) only and not in accounts opened in representative capacity.

Nomination can be made, cancelled or changed by the account holder anytime.

Nomination can be made in favour of minor also.

Pension Payments

The Bank is making pension payments to the retired employees of central Government, State Governments including the superannuated employees of the Defence and the Railways, through the network of branches spread all over the country.

This facility is being extended to the retired employees of the Corporate Sector & other institutions through separate agreements with their respective parent organisations.

Remittance Services

Customers can remit funds from one centre to another through Bank by demand draft, mail transfer and telegraphic transfer.

The customers can utilise the facility of Electronic Fund Transfer (EFT) System operated through RBI for transferring fund.

Banker's Cheque/Pay Order

Pay Order is issued for making payment locally. This instrument is valid for six months and can be revalidated by the issuing branch or written request of the purchaser.

Collection Service

Immediate credit of local as well as outstation cheques upto Rs. 15,000/- is provided to the individuals (personal accounts) who are maintaining satisfactory accounts.

High Value Clearing

This facility available for the clients of selected branches at designated centres. Cheques of high value (of not less than Rs. 1 lac per instrument) are cleared on the same day.

Local Clearing

Cheques are cleared normally on the third working day, depending on the centre subject to depositing of the cheques/instruments in time.

Outstation Cheques & National Clearing

Cheques drawn on Metropolitan centres listed in National clearing are cleared in 7 days. The Bank will credit the proceeds of an outstation cheque within the following time norms.

If the Bank fails to do so, interest will be paid at the rate applicable for appropriate tenure of fixed deposit for the period of delay beyond the stipulated days mentioned above. Further if the delay is abnormal i.e. More than 3 months, penal interest at the rate of 2% above fixed deposit rate applicable will also be paid. However, no interest is paid if the instrument is lost in transit at the time of collection.

Government Transaction

Taxes of both Central & State Governments are accepted in selected branches of the Bank to facilitate deposit of various direct and indirect taxes like Income-Tax, Wealth Tax, Excise Duty, Service Tax, Sales Tax, Professional Tax, etc.

In selected branches facilities of servicing of Relief Bonds/Saving Bond may be opted by the subscriber.

Exchange Of Soiled/Slightly Mutilated Currency Notes

Following RBI guidelines all the branches of the Bank will exchange freely soiled/slightly mutilated currency notes and certain other types of mutilated currency notes of all denominations. The Bank's currency chest branches will exchange mutilated currency notes to Bank's customers and others.

Service Charges

The Bank provides various services to customers for which service charges are levied. These charges are reviewed/revised from time to time. Bank's service charges are transparent and are available at all the branches and at regional offices.Service charges are levied for collection of cheques, remittance of funds, processing of loan proposals, issuance of guarantees, safe custody, issuance of duplicate instruments/statements, ledger folio charges, issuance of cheque books etc.

Service To Senior Citizens

As a mark of respect to senior Citizens of the country, the Bank has come out with the additional benefit of higher interest for the senior citizens who have attained the age of 60 years of age.

Foreign Exchange Service

The Bank is catering foreign exchange service through Authorised Dealer Branches spread all over the country. The various types of services rendered are as under : -

• Opening of Non Resident Deposit Accounts, such as -
  1. Non-Resident Ordinary ( NRO )
  2. Non-Resident External Rupee [( NRE ( R ) ]
  3. Non-Resident Non Repatriable ( NRNR )
  4. Foreign Currency Non Resident ( FCNR)
• Instant encashment of traveller's cheques and foreign currency notes tendered by the tourists.
• Granting of pre-shipment credit in foreign currency and Rupee currency.
• Purchasing/Discounting/Negotiating of export bills.
• Opening of foreign letters of credit.
• Execution/Transmission of Payment Orders through SWIFT.
• Correspondent relationship with major international Banks.

Loans and Advances

The Bank plays an active part in financing the genuine productive and business needs of industry and commerce such as medium, large, small scale industries, exports, trading etc., with special emphasis to agriculture and allied activities.

The Bank has been playing a significant role in lending to priority sector and various Government sponsored schemes such as SGSY, PMRY, SJSRY and etc. The Bank has also introduced several other loan schemes in addition to all the existing loan scheme for the customers.

A few of the schemes are highlighted below :

1. United Housing Loan scheme
   Customers either salaried or professionals are eligible for loans under the scheme. The unique speciality of the scheme is that where the spouse of the borrower joins as coloanee, the concession in rate of interest, extension in period of repayment and maximum quantum of loan are allowed.

    

2. United Consumer and Car Loan scheme
   Customers can purchase various consumers durable articles and cars under the scheme. When spouse joins as coborrower several concessions are allowed which is unique with the scheme.

    

3. United Personal and United Professional Loan Scheme
   The customers either salaried or professional and self employed can avail of loans upto certain limit as decided by the Bank for meeting their personal expenses. Here also special concessions are allowed when the spouse joins as coloanee.

    

4. Personal Loan for Pensioners
   Pensioners can avail of loans to meet their family expenses. The speciality of the scheme is that concession in rate of interest on loan is allowed in case - (a) woman pensioner, (b) wife joins as family pensioner and/or © loan is guaranteed by a third party.
    
5. Trade Loan
   Traders, small business-man can avail of loans upto certain limit on easy terms from Bank against mortgage of house property.
    
6. Educational Loan Scheme
   Education loan is offered to deserving students on easy term. No collateral security is required for loan upto 4 lakh with nil margin. Maximum amount of loan is Rs. 7.5 lakh for study in India and for study at abroad maximum amount of loan is Rs. 15 lakh.

Redressal of Customers' Grievances

With a view to providing more efficient and prompt customer service, various steps taken by the Bank which include the following :-

1. Customer Service Cells have been set up in all Regional Offices and Customer Service Committees have been set up in all branches for expeditious redressal of customers' grievances.
2. Periodical meetings with the customers are held in branches normally on the 15th of every month, (next day if 15th is a holiday or half day) in which Managers and Members of the staff have a direct interface with the customers to have a better understanding of the problems faced by the customers and to improve the quality of services in the light of such discussions.
3. Suggestions are invited from customers for ensuring better customer satisfaction. Suggestion box is kept at the branch premises for this purpose.
4. A notice board mentioning the address of the Regional Manager is displayed at every branch to enable the customers to refer their grievances, if any, to him for appropriate redressal. If the complaint is not redressed to the satisfaction of the customer at the branch level, the matter may be taken up with Regional Manager/Zonal Manager. The customers can also refer their complaints to the Nodal Officer at the Head Office of the bank as mentioned below in case the complainant feels unsatisfied with the response of Regional Office/Zonal Office.

Shri Swapan Kumar Biswas
GM (Marketing & New Initiative)
UBI, H.O. 11, Hemanta Basu Sarani
Kolkata 700001
Phone No- 033- 22133172
E-mail : gmmkt@unitedbank.co.in

In case the customers is not satisfied with the redressal of his grievance, he may approach the following external organisations:

• The Banking Ombudsmen located in the State capitals under RBI Ombudsman Scheme 2002.
• The District Consumer Forum under Consumer Protection Act 1985.
• Directorate of Public Grievances, Government of India, Cabinet Secretariat, Sansad Marg, New Delhi ; and
• Reserve Bank of India, Department of Banking Supervision.

Nodal Officer for Grievance Redressal

Banking Ombudsman Scheme

The Banking Ombudsman Scheme has been notified by the Reserve Bank of India in June 1995 for simple, speedy and inexpensive redressal of complaints from the customers of the banks. In order to enlarge the extent and scope B. O. Scheme 1995 was modified and B. O. Scheme 2002 was introduced. Here "Bank" means a banking company having a place of business in India whether such bank is incorporated in India or outside India and includes a 'corresponding new bank', 'Regional Rural Bank' , 'State Bank of India', 'Subsidiary Bank' as defined in Part 1 of the Banking Regulation Act, 1949 (Act 10 of 1949) and also includes a 'Scheduled Primary Co-operative Bank'.

The complainant is first required to make a complaint in writing to the Bank and if such complaint is not redressed within a period of 2 months, he can lodge a complaint with the Banking Ombudsman about deficiency of banking services of the following nature :

• Non-payment/delay in collection of cheques, drafts, bills etc.
• Non-acceptance of small denomination notes and charging commission higher than prescribed rates ;
• Non-issue of drafts ;
• Non-adherence to prescribed working hours;
• Failure to honour guarantee/letter of credit ;
• Unauthorised or fraudulent withdrawals from account ;
• Non-observations of RBI directives on rate of interest on deposits and other related atters ;
• Grievance of NRI in respect of remittances, deposits etc.

1. Objective of the Citizens' Charter
   This Citizens' Charter provides information on various facilities provided the Reserve Bank of India in the matter of exchange of notes and coins and the common standards of the services provided at RBI Issue Offices and commercial bank branches.
2. Services Available at RBI Issue Offices

   The RBI Offices, where Issue Department is functioning, offer the facility to members of the public to exchange their notes including soiled and mutilated notes and coins including uncurrent or worn out coins. The Bank is committed to provide exchange facility free of cost at its counters during business hours.

3. Names of RBI Offices which provide exchange facilities

   The facilities are provided at the counters of the Bank's Regional Offices located at Ahmedabad, Bangalore, Belapur (Navi Mumbai), Bhopal, Bhubaneswar, Chandigarh, Chennai, Guwahati, Hyderabad, Jaipur, Jammu, Kanpur, Kochi, Kolkata, Lucknow, Mumbai, Nagpur, New Delhi, Patna and Thiruvananthapuram.

4. Exchange of notes into coins with the help of coin dispensers
   Members of the general public can also get their notes exchanged into coins using the coin dispensers installed in the banking halls of the Reserve Bank's Regional Offices.
    
5. Exchange of soiled and mutilated notes and coins at the Bank's public counters

   Members of the general public can avail themselves of the following facilities at the counters of the Bank's Offices.

   1. Exchange soiled notes. A note which has become limp or which has developed minor cuts due to wear and tear or which is disfigured by oil, colour, ink, etc. will be treated as soiled note. The facilitate easy exchange, notes which have been divided vertically through or near the centre with numbers intact are also treated as soiled notes. Notes on which political or religious slogans are written are not exchangeable under any circumstances.
   2. Exchange mutilated notes. A mutilated note is a note of which a portion is missing or a note which is composed of pieces, provided that the note presented is not less than half of the area of the note and that, if the note is composed of a note joined together, each piece is, in the opinion of the 'Prescribed Officer' [as defined in the RBI (Note Refund) Rules] identifiable as part of the same note.

      The RBI (Note Refund) Rules, 1975 (as amended upto 1980) are posted on the RBI Website http://www.rbi.org.in under the Head "Publications" and Sub-Head "Occasional Publications".

   3. Exchange of coins including uncurrent coins into notes or coins.
       
6. Exchange of mutilated/cut notes received through the Triple Lock Receptacle or by Post

   In order to provide note exchange facility to members of the public who cannot wait at the Bank's counters to tender their mutilated/cut notes, the Bank's Offices provide a facility of depositing mutilated/cut notes in a locked box called "Triple Lock Receptacle (TLR)". The TLR box is kept near a specified counter and notes can be dropped into the box in a closed cover which can be obtained from the enquiry counter. The tenderers are required to write the particulars of the notes tendered by them, their name, address and bank account number on the cover. Members of the public can also send mutilated notes by insured and registered post to RBI Offices. In their own interest, such covers should be sent through Registered and Insured post. The exchange value of notes which are found payable under the Note Refund Rules is credited to the bank account of the tenderer through Electronic Clearing Service/EFT which is at present free of cost. In case the tenderer does not have bank account or the place where he resides does not have a clearing service/provision of EFT, the exchange value is remitted by means of bank draft/money order at the cost of the tenderer. The TLR facility is available only for mutilated/cut notes and not for soiled notes.
    

7. General Conditions of Service
    
   1. The exchange facility over the Bank's counters is available during the business hours of the respective Regional Office and is free of cost.
   2. The serial numbers of counter where exchange facility is made available at each Office are displayed at the banking hall of each Office of the Bank.
   3. Mutilated/ cut notes in closed covers are received in Triple Lock Receptacle upto one hour after the close of normal business hours. The mutilated/ cut notes are exchanged by the Bank as of grace under the Reserve Bank of India (Note Refund) Rules. When the mutilated/cut note is not found payable under the Rules, the same is rejected and rejection advice issued to the tenderer. The rejected note is retained by the bank and destroyed after four months.
   4. Notes/ coins which are found to have been forged/counterfeited are impounded and no value thereof is paid. Such notes/ coins are retained by the Bank after issue of advice to the tenderer.
   5. The security features of the bank notes issued by RBI are furnished as information to members of the public in the Bank's website http:www.rbi.org.in/currency/banknotes.html
   6. In case any member of the public faces any difficulty in getting the above exchange facilities at any RBI Offices or is asked for any tribe, he may record a complaint in the complaint book/register maintained at the enqury counter of the Regional Office or bring it to the notice of the in-charge of the Issue Department of the respective RBI Office. The designation and addresses of the in-charges are furnished in the Annexure.
   7. The staff and officers of the Reserve Bank will treat each member of the public with courtesy and consideration. The staff will be helpful and will attend promptly to the customer's enquiries and complaints.

        

8. Exchange of soiled and mutilated notes and coins at the counters of commercial banks
   1. Offices of the Reserve Bank are located at selected centers. The Bank has, therefore, made arrangement for provision of the facility of exchange of soiled notes, exchange of notes to coins and coins to notes at the branches of scheduled commercial banks. While the facility for exchange of soiled notes is available at all branches of public sector banks and currency chest branches of private sector banks, the facility of exchange of mutilated/cut notes is available only at the currency chest branches of commercial banks. A list of the currency chest branches where the mutilated notes can be exchanged is available at the enquiry counter of the RBI Offices. Such currency chest branches also have instructions to display notice board regarding availability of mutilated notes exchange facility. In case any such branch refuses to provide the exchange facility, aggrieved members of the public can complain to the Chairman and Managing Director/CEO of the commercial bank concerned. In case the grievance is not redressed, the matter may be brought to the notice of the concerned Regional Office of Reserve Bank of India.
   2. Branches of other banks i.e. Co-operative Banks and Regional Rural Banks are expected to exchange notes and coins at their convenience. They, however, do not have powers to exchange mutilated notes.

        

9. Suggestion/Comment

   In case any member of the public has any suggestion/comment to offer in regard to the Citizens' Charter, he may write to the Chief General Manager, Department of Currency Management, Reserve Bank of India, Central Office, Shahid Bhagat Singh Marg, Mumbai-400 001.

ANNEXURE
Addresses of RBI Issue Offices and their Jurisdiction

Help Line

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You may register your complaint here.