To enable the customers to voice their grievances or offer suggestions for improvement in customer service, "Customer Day" is observed at all the offices of the Bank across the organisation covering branches, Regional Offices and Head Office, on 15th of every month (next day, if 15th is a holiday or half-day). During specified hours on this day any customer can meet senior/top executives of the Bank.
In case of any complaint, the matter may be first brought to the notice of 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 Regional Manager concerned.
If the complainant still feels unsatisfied 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 Chairman & Managing Director of the Bank and even after this, not satisfied he is free to take recourse to the following :
Directorate of Public Grievances, Govt. of India, Cabinet Secretariat, Sansad Marg, New Delhi.
The Banking Ombudsman located in State Capitals under RBI Ombudsman Scheme, 2002.
The District Consumer Forum under Consumer Protection Act, 1985.
Anonymous complaints will not be entertained.
Click Here to find the address, telephone/fax number of Nodal Officer dealing with customer grievances/complaints at Central Office level.