banking complaints

Redressal of Complaints
We are a member of the Banking Codes and Standards Board of India, which sets minimum
standards of banking practices for banks to follow when they are dealing with individual
customers and provides protection to the customer and explains how banks are expected to
deal with the customer for their day-to-day operations.
In case of any complaint, the matter may be first brought to the notice of the concerned branch
manager for immediate redressal. If the complaint is not redressed to the satisfaction of the
customer, the matter may be taken up with the Group Manager/Zonal Manager concerned.
If the complainant still feels dissatisfied with the responses received, he can address his
complaint to the Bank's Nodal Officer designated to deal with customers' complaints/grievances
giving full details of the case.
After exhausting all the above machinery/channels, if the customer is not satisfied, he may write
to the Managing Director and Chief Executive Officer of the Bank and even after this if he is not
satisfied he is free to take recourse to the following:
a. Directorate of Public Grievances, Govt. of India, Cabinet Secretariat, Sansad Marg, New Delhi.
b. .The Banking Ombudsman located in State Capitals under RBI Ombudsman
Scheme, 1995.
c. The District Consumer Forum under Consumer Protection Act, 1985.
i. Anonymous complaints will not be entertained.
ii. All the services and commitments are honoured without the citizen having to pay any bribe.
iii. For convenience of our valued customers, we furnish below addresses of
our controlling offices and names of seniormost officers for redressal of complaints.

Complaint

?Complaint can be lodged only against officials belonging to its organisation.The complaint against the officials of other organisation will not be entertained.

?The Vigilance Department need not entertain anonymous/pseudonymous complaints as per CVC guidelines. However, it does not restrict right of the Bank / Chief Vigilance Officer (CVO) to investigate any suspected vigilance matter on the basis of source information. CVO deems it fit to order an investigation into such complaints, the same can be carried out.

?Whenever the complainant for valid reasons requests that his identity be withheld while processing the complaint, this will be ensured by the Vigilance Department.

?Complaints must be brief and contain factual details, verifiable facts and related matters.They should not be vague or contain sweeping general allegations.

?Complaint should be addressed directly to the CVO.

?CVO / Vigilance Department will acknowledge only those letters / complaints which are taken up for investigation.

?Vigilance Department will ensure that the complaints taken up for investigation would be taken to its logical conclusion for the action to be taken.

COMPLAINT/ GRIEVANCE REDRESS
	i.	Policy of Complaint/ Grievance redress
	ii.	Banking Ombudsman Scheme 2006
	iii.	Right to Information Act