1. Introduction

In the present scenario of competitive banking, excellence in customer service is the most important tool for sustained business growth. Customer complaints are part of business life of any corporate entity. Customers who take time to complain, still have some confidence in the organization. As a service organization, customer service and customer satisfaction is the prime concern of the bank. We believe that providing prompt and efficient service is essential not only to attract new customers, but also to retain the existing ones. This policy document aims at minimizing instances of customer complaints and grievances through proper service delivery and review mechanism and to ensure prompt redressal of customer complaints and grievances. The review mechanism will help in identifying shortcomings in product features and service delivery. Customer dissatisfaction would spoil bank’s name and image. The bank’s policy on grievance redressal follows the under noted principles.

Customers be treated fairly at all times.

Complaints raised by customers are dealt with an open mind, with courtesy and on time.

Customers are fully informed of avenues to escalate their complaints/grievances within the organization and their rights to alternative remedy, if they are not fully satisfied with the response of the bank to their complaints.

Bank will treat all complaints efficiently and fairly as they can damage the bank’s reputation and business if handled otherwise. After all customers who complain are still customers.

The Bank employees must work in good faith and without prejudice to the interests of the customer.

In order to make bank’s redressal mechanism more meaningful and effective, a structured system has been put in place. This system will ensure that the complaints are redressed in a just and fair manner within the given framework of rules and regulations. The policy document would be made available at all branches. All the employees of the Bank will be made aware of the complaint handling process. 


1.1 Customer complaints arises due to ;

a. The attitudinal deficiencies when dealing with customers.
b. Inadequacy of the functions / arrangements made available to the customers
c. Gaps between standards of services promised and actual services rendered.
d. Errors

The customer has full right to register his complaint if he is not satisfied with the services provided by the bank. He can give his complaint in writing, orally or over telephone or through our bank’s website. If customer’s complaint is not resolved within the given time or if he is not satisfied with the solution provided by the bank, he can approach banking ombudsman with his complaint or other legal avenues available for grievance redressal.


2. Internal Machinery to handle Customer complaints/grievances

2.1 Three tier grievance redressal System

The Bank will have a public grievance machinery functioning at three levels i.e. Branch, Zonal and Head Office level. All complaints received at every level will be immediately acknowledged, redressed and final reply will be given to the complainants.


2.2 Nodal Officer and other designated officials to handle complaints
and grievances

Bank has appointed General Manager (Operations ) who is responsible for the implementation of customer service and complaint handling policy for the entire bank. His name, address, telephone number, e-mail Id have been published through prominent dailies and also on Bank’s website. The Bank may also appoint customer relation officer at Zonal Offices to handle complaint grievances in respect of branches falling under their control.