Complaint Handling and Grievance Redressal
We understand your complaints are an opportunity for us to learn from our mistakes. We deal with all complaints fairly, with integrity, and with rigorous standards and timescales. 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 in any corporate entity. As a service organization, customer service and customer satisfaction are our prime focus. We believe that providing prompt and efficient service is essential not only to attract new customers, but also to retain existing ones. Our Bank has come up with a lot of initiatives that are oriented to providing a better customer service and a better complaints redressal mechanism with a view to “Out serve” customers. You may refer our Customer Grievance Redressal Policy for details by clicking on the below link.
Customer Grievance Redressal Policy
The Bank has set up an internal escalation matrix for redressal of your grievance.
First Level Customer Grievance Redressal Forum
In case you have not received the expected level of service committed at IBU - RBL Bank, contact the Complaint Redressal Officer (CRO), providing the details of your grievance along with your name and CIF Number / Account number.
In case of acceptance of complaint, you will be provided with an acknowledgement of acceptance of your complaint and a complaint reference number, in writing, within 3 working days of receipt of the complaint. In case of non-acceptance, you will be provided with a response within 5 working days of receipt of complaint, along with reasons.
| Complaint Redressal Officer | Namit Dua |
| Contact Nos | +91 079 6966 6111 |
| E-mail Address | ibu.complaints@rblbank.com |
| Branch Address | RBL Bank Limited, IFSC Banking Unit – GIFT City, Unit no. 705, 7th Floor, Signature Building, Block no. 13-B, Zone-1, GIFT Multiservices SEZ, Gandhinagar – 382355 |
The turnaround time for disposal of complaint is 30 days from the date of acceptance of complaint.
If you are not satisfied with the resolution provided or if the complaint has been rejected, you can escalate your grievance to the second level within 21 days from the receipt of decision from Complaint Redressal Officer.
Second Level Customer Grievance Redressal Forum
| Complaint Redressal Appellate Officer | Parul Sarin |
| E-mail Address | ibu.appellateofficer@rblbank.com |
The turnaround time for disposal of appeal is 30 days.
If you are not satisfied with the decision of the bank and have exhausted the appellate mechanism of the bank, you may file a complaint before the Authority preferably within 21 days from the receipt of the decision of the bank as under:
| Authority | International Financial Services Centre |
| E-mail Address | grievance-redressal@ifsca.gov.in |
