7 Complaints, Grievances and Feedback
7.1 Internal Procedures
If you want to make a complaint, we will tell you
How to do this
Where a complaint can be made
How a complaint should be made
When to expect a reply
Whom to approach for redressal
What to do if you are not happy about the outcome.
Our staff will help you with any questions you have.
When you become a customer, we will tell you where to find details of
our procedure for handling complaints fairly and quickly.
If your complaint has been received in writing, we will endeavour to
send you an acknowledgement/ a response within a week. If your complaint is relayed over phone
at our designated telephone helpdesk or customer service number we shall provide you a
complaint reference number and keep you informed of the progress within a reasonable period of
time.
After examining the matter, we will send you our final response or
explain why we need more time to respond and shall endeavour to do so within six weeks of
receipt of your complaint and will tell you how to take your complaint further if you are
still not satisfied.
7.2 Banking Ombudsman Service
We will display on our website and in all our branches a notice
explaining that we are covered by the Banking Ombudsman Scheme, 2006 of the Reserve Bank of
India. Copy will be made available on request at a nominal charge .
Within 30 days of lodging a complaint with us, if you do not get a
satisfactory response from us and you wish to pursue other avenues for redressal of
grievances, you may approach Banking Ombudsman appointed by Reserve Bank of India under
Banking Ombudsman Scheme, 2006. Salient features of the Banking Ombudsman Scheme are displayed
in the branch notice boards and the scheme itself is displayed on our website. Our staff would
explain the procedure in this regard.
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