Customer Complaint Policy

The Customer Complaint Policy aims to focus on how a customer can approach the bank for registering a complaint about dissatisfaction in banking activities.

• If you do not receive a satisfactory response from the branch within the stipulated time, or if you are unhappy with the resolution, you can escalate the issue.
• Who to contact: The bank's Deputy General Manager at Head Office, Poonjar.
• How to find details: The contact information (name, phone number) is displayed in the branch premises and is also available on the bank's official website.
• How to complain: Write an email or a letter or can visit in person, making sure to include your previous complaint reference number from Level 1.

If your complaint is still not resolved to your satisfaction, you can escalate it to a higher authority.

• Who to contact: The Chief Executive Officer (CEO) / Director Board of the bank.
• How to complain: Use the contact details available displayed at branch premises or on the bank's website. This is typically the final level of appeal within the bank.

If the bank does not provide a final resolution within 30 days of your original complaint, or if you are not satisfied with the bank's final response, you have the right to file a complaint with the Reserve Bank of India (RBI) - Integrated Ombudsman Scheme.

• This is a free service provided by the RBI for the resolution of banking complaints.
• How to file: You can file the complaint online through the RBI's Complaint Management System (CMS) portal.
• Website: https://cms.rbi.org.in

To ensure a speedy resolution, please provide the following details in your complaint:

• Your full name, address, and contact number.
• Your bank account number.
• A clear and brief description of your complaint.
• The date and details of the transaction (if applicable).
• Copies of any supporting documents (e.g., passbook, receipts).
• The reference number of your previous complaint (for Level 2 and above).