Grievance Redressal Policy

1. Objective

The objective of this policy is to ensure prompt and effective resolution of customer grievances related to banking products, services, or interactions, in accordance with applicable laws and regulatory guidelines.

2. What Constitutes a Grievance

A grievance refers to any complaint or dissatisfaction expressed by a customer regarding deficiency in banking services, delay, error, unfair practice, or non-compliance with bank policies.

3. Grievance Redressal Mechanism

Customers may lodge their grievances through the following channels:

• By contacting the concerned branch
• By submitting a written complaint at the branch
• Through official communication channels of the bank

4. Resolution Timeline

The bank endeavors to acknowledge grievances promptly and resolve them within a reasonable time frame, generally not exceeding 30 days from the date of receipt of the complaint.

5. Escalation of Complaints

If a customer is not satisfied with the resolution provided by the branch, the grievance may be escalated to higher authorities within the bank as per the internal escalation matrix.

In case the grievance is not resolved within the stipulated time or is unsatisfactory, the customer may approach the appropriate external grievance redressal forum, as applicable.

6. Customer Responsibilities

Customers are encouraged to provide complete and accurate information while lodging a grievance and cooperate with the bank during the resolution process.

7. Confidentiality

All grievances and related customer information are handled with strict confidentiality and are used solely for the purpose of grievance redressal, in accordance with applicable laws and bank policies.

8. Review and Amendments

This policy is subject to periodic review and may be amended by the bank to align with regulatory requirements and internal practices.