Opening Hours :Monday to Saturday 9:30 AM to 4:30 PM.

Complaint Redressal Flowchart

Complaint Redressal Flowchart

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 How to lodge a complaint

Complaint Redressal Process

We are committed to resolving your grievances promptly. Follow the steps below to escalate your complaint if needed.

Step 1

Customer Care / Branch Level

Where to lodge At your home branch, any branch, Customer Care, or Website
TAT: 7 working days
Not resolved? Escalate to Level 2 — Branch Manager
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Step 2

Branch Manager

Escalate to Branch Manager of your branch
Contact Details Available under the Branch Details menu on the website
TAT: 7 working days from escalation
Not resolved? Escalate to Level 3 — Nodal Officer
Step 3

Nodal Officer

Contact Person Shibu Varkey, Deputy General Manager
Address Head Office, Poonjar
TAT: 10 working days from escalation
Not resolved? Escalate to Level 4 — Principal Nodal Officer
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Step 4

Principal Nodal Officer

Contact Person Abin M Abraham, Chief Executive Officer
Address Head Office, Poonjar
TAT: 10 working days from escalation
Step 5

Banking Ombudsman (External)

When to approach If you are not satisfied with our response within 30 days, you may approach:
Authority Banking Ombudsman, Reserve Bank of India (RBI)
Toll-free 14448
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RBI Banking Ombudsman — External Grievance Redressal

If your complaint remains unresolved within 30 days from the date of lodging with us, you have the right to approach the Reserve Bank of India's Banking Ombudsman portal directly.