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Grievance Redressal Mechanism

3. Mandatory display requirements

It is mandatory for the bank to provide;

  • Appropriate arrangement for receiving complaints and suggestions.
  • The name, address and contact number of Nodal Officer(s)
  • Contact details of Banking Ombudsman of the area
  • Code of bank's commitments to customers/Fair Practice code

4. Resolution of Grievances

Branch Manager is responsible for the resolution of complaints/grievances in respect of customer's service by the branch. He would be responsible for ensuring closure of all complaints received at the branches. It is his foremost duty to see that the complaint should be resolved completely to the customer's satisfaction and if the customer is not satisfied, then he should be provided with alternate avenues to escalate the issue. If the branch manager feels that it is not possible at his level to solve the problem he can refer the case to Regional Office for guidance. Similarly, if Regional office finds that they are not able to solve the problem such cases may be referred to the Nodal Officer at Head Office.

4.1 Time frame

Complaint has to be seen in the right perspective because they indirectly reveal a weak spot in the working of the bank. Complaint received should be analyzed from all possible angles. Branch level functionaries should endeavor to resolve the issue within 7 days from the date of receipt of any complaint. The Regional Office should endeavor to resolve the complaint received at their end within 15 days from the date of receipt of the complaint. Head Office shall dispose off the complaint received at their end within 21 days from the date of receipt of the complaint. In case the complaint is not resolved at the Bank level even after the lapse of a month, aggrieved customers may approach the Banking Ombudsman within whose jurisdiction the branch or office of the bank complained against is located. Unresolved complaints are to be referred from branch to Regional Office/ Regional Office to Head Office immediately, so that all complaints are resolved within 21 days from the date of their receipt.

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