Resolution of Grievances
If a complaint is received from customer in writing, the Bank will endeavor to send an acknowledgement/ response within 3 days. If the complaint is relayed over phone at our designated telephone helpdesk or customer service number, the Bank shall provide to the Customer a complaint reference number and keep him/ her informed of the progress within a reasonable period of time.
After examining the matter, the Bank will send final response or explain why the Bank needs more time to respond and shall endeavor to do so within 30 days of receipt of complaint and shall inform the customer the mechanism to take the complaint further if he/ she is still not satisfied.
Interaction with customers
The Bank recognizes that customer's expectation / requirement/ grievances can be better appreciated through personal interaction with customers by Bank's staff. And accordingly once in a month Bank holds 'Customer Day' when the customers can meet the Branch Manager without any prior appointment.