In the present scenario of competitive banking, excellence in customer service is the most important tool for sustained business growth. Customer complaints are part of the business life of any corporate entity. This is more so for banks because banks are service organizations. As a service organization, customer service and customer satisfaction should be the prime concern of any bank. The bank believes that providing prompt and efficient service is essential not only to attract new customers, but also to retain existing ones. This policy document aims at minimizing instances of customer complaints and grievances through proper service delivery and review mechanism and to ensure prompt redressal of customer complaints and grievances. The review mechanism should help in identifying shortcomings in product features and service delivery. Customer dissatisfaction would spoil bank’s name and image. The bank’s policy on grievance redressal follows the under noted principles
In order to make bank’s redressal mechanism more meaningful and effective, a structured system needs to be built up towards such end. Such system would ensure that the redressal sought is just and fair and is permissible within the given frame-work of rules and regulation. The policy document would be made available at all branches. The concerned employees should be made aware about the Complaint handling process.
1.1 The customer complaint arises due to;
The customer is having full right to register his complaint if he is not satisfied with the services provided by the bank. He can give his complaint in writing, orally or over telephone. If customer’s complaint is not resolved within given time or if he is not satisfied with the solution provided by the bank, he can approach Banking Ombudsman with his complaint or other legal avenues available for grievance redressal.
2.1 Customer Service Committee of the Board
This sub-committee of the Board would be responsible for formulation of a Comprehensive Deposit Policy incorporating the issues such as the treatment of death of a depositor for operations of his account, the product approval process and the annual survey of depositor satisfaction and the tri-enniel audit of such services. The Committee would also examine any other issues having a bearing on the quality of customer service rendered. This Committee would also review the functioning of Standing Committee on Customer Service.
2.2 Standing Committee on Customer Service
The Standing Committee on Customer Service will be chaired by the Managing Director of the bank. Besides two to three senior executives of the bank, the committee would also have two to three eminent non-executives drawn from the public as members. The committee would have the following functions.
2.3 Nodal Officer to handle complaints and grievances
Bank would appoint a Nodal Officer of the rank of Vice President and above (or its equivalent) who will be responsible for the implementation of customer service and complaint handling for the entire bank. Nodal Officer of the bank can be contacted at
Capital Small Finance Bank Limited
Midas Corporate Park, 3rd Floor
37, G.T. Road
Jalandhar – 144001
Phone : +91-181-5051111, 5052222
Fax : +91-181-5053333
E-Mail : email@example.com
Branch Manager is responsible for the resolution of complaints / grievances in respect of customer’s service by the branch. He would be responsible for ensuring closure of all complaints received at the branches. It is his foremost duty to see that the complaint should be resolved completely to the customer’s satisfaction and if the customer is not satisfied, then he should be provided with alternate avenues to escalate the issue. If the branch manager feels that it is not possible at his level to solve the problem he can refer the case to head Office for guidance.
Complaint has to be seen in the right perspective because they indirectly reveal a weak spot in the working of the bank. Complaint received should be analyzed from all possible angles. Specific time schedule may be set up for handling complaints and disposing them at all levels including branches and head office. Branch manager should try to resolve the complaint within specified time frames, decided by the bank
Communication of bank’s stand on any issue to the customer is a vital requirement. Complaints received which would require some time for examination of issues involved should invariably be acknowledged promptly.
Branch and zonal office must send action taken report on complaints received to the head office at the end of every month.
Staff should be properly trained for handling complaints. We are dealing with people and hence difference of opinion and areas of friction can arise. With an open mind and a smile on the face we should be able to win the customer’s confidence. Imparting soft skills required for handling irate customers, to be an integral part of the training programs. It would be the responsibility of the Nodal Officer to ensure that internal machinery for handling complaints / grievances operates smoothly and efficiently at all levels. He should give feedback on training needs of staff at various levels to the HR Dept.
Customers can also print a copy of Online Complaint form and send the same by post to Nodal Officer.
Click here for Complaint Form