Grievance Redressal Mechanism

How a Complaint Is Handled

1. Your first point of contact is the branch counter. Staff there listen to the complaint and try to resolve it on the spot.
2. If it can't be resolved there, it's escalated to the Branch Manager, who may seek guidance from Head Office if needed.
3. If it's still unresolved and you'd like to press further, the branch will give you a carbon-copy complaint book to record it (in three copies), with an acknowledgment signed by the officer or manager, logged with a serial number and any supporting documents attached.
4. The branch forwards the complaint to the Nodal Officer at Head Office within 15 working days, where it's logged in the complaint register.
5. The Nodal Officer looks into the facts with the branch by phone or email, aiming to have the details within 15 days of the Head Office referral.
6. After reviewing the facts (and any further inquiry needed), a reply is sent — including reasons, if the complaint can't be resolved — within 30 days of Head Office receiving it.
7. For complaints involving an outsourced agency, the bank first reviews and tries to resolve it directly; if that's not possible, it follows up with the agency until resolved, sharing the final outcome with you either way, within the same 30-day window.

Not Satisfied with the Response?

You can escalate to the Banking Ombudsman under the Integrated Ombudsman Scheme, either through the RBI CMS portal or in writing to:

The Officer In-Charge
Consumer Education and Protection Cell
Reserve Bank of India
Main Market, Kasumpti
Shimla – 171 009, Himachal Pradesh

Complaints involving unauthorised electronic transactions are handled per RBI circular DCBR.BPD/PCB/RCB/CIR No.06/12.05.001/2017-18 dated 14 December 2017, and the bank's own policy on the matter. Branches display the Nodal Officer's and Managing Director's contact details, and keep a complaint book available in the banking hall.