Complaints Procedure & Escalation

Customer

↓

Complaint can be lodged through:
 • Branch Visit
 • Toll Free Number
 • Email / Written Complaint
 • Website 

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LEVEL 1 – Branch Level
 Branch Manager

↓

LEVEL 2 – Regional Office
 Regional Grievance Redressal Officer
 (Regional Manager)

↓

LEVEL 3 – Head Office
 Nodal Officer
 HOD – Operations

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LEVEL 4 – Head Office
 Chief Grievance Redressal Officer
 General Manager (Operations)

↓

LEVEL 5 – Head Office
 Chairman

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If still unresolved within prescribed timeline:
 Customer can escalate the same to RBI
  Integrated Ombudsman Scheme
 (CMS Portal / RBI)