Grievances redressal

Step 1:

• Grievance Received from Customer: This is the starting point of the grievance handling process.

Step 2: Receival Methods

• Modes of Receipt: Grievances can be received through various channels, including:

  • Online Form: Click here!

  • Physical Complaint Letter: Submitted at a bank branch.

  • RBI Ombudsman CMS Portal: Formal complaints lodged through the Reserve Bank of India’s portal.

  • Other Modes: Including phone or email communications.

Step 3: Internal Routing

• Internal Routing: Received grievances are systematically directed to the appropriate department for further action.

  • Forwarded to Respective Branch/Department: Based on the nature of the grievance, it is directed to the specific branch or department best equipped to address the issue.

  • Forwarded to Customer Grievance Cell: Complaints are channeled to the Grievance Cell, which is handled by the Nodal Officer.

Step 4: Resolution

• Resolution Provided to Grievance: This final step signifies that the grievance has been addressed and a resolution has been provided to the customer.