Grievance Redressal

Grievance Redressal

Committed to resolving your concerns with transparency and efficiency

01

Initial Branch Contact

Contact details of Authorized Officials are prominently displayed at all branches. Staff and Branch Managers are instructed to resolve grievances amicably and instantly at the first instance itself.

02

Written Complaint & Acknowledgement

If not resolved, use the Complaint Book available at the branch. Complainants receive a duly acknowledged first copy, while others are forwarded to the Head Office for detailed review.

03

Branch Resolution Timeline

All complaints received by the branch are to be resolved to the satisfaction of the complainant under advice to the Head Office.

Max Period: 15 Days
04

Escalation to CEO / Head Office

Unresolved matters are forwarded to the CEO, who may call for a meeting with the complainant. The Head Office ensures resolution through necessary corrective actions.

Max Period: 1 Month
05

Final Consideration by Board

In cases where satisfaction is still not achieved, the matter is placed before the Board of Directors for final consideration and redressal.

Max Period: 3 Months

Complaint Box Maintenance

Complaint Boxes are available at all branches, opened weekly by the Manager and Accountant. The branch maintains a register for all grievances and informs the Head Office quarterly.

Ombudsman Scheme – 2021

Download the form to lodge a complaint under the Integrated Ombudsman Scheme (Issued in terms of RBI Notification dated 12th November, 2021)

DOWNLOAD COMPLAINT FORM