Customer 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, please contact the Head – IBU Operations, providing the details of your grievance along with your name and CIF Number / Account number. You would be provided with an acknowledgement of your complaint and a complaint reference number.
You could also contact the IBU telephonically on +91 79 6966 6111.
If you would like to approach us via electronic mail, you may write to us on giftibubranch@rblbank.com with the details of your grievance. We will endeavor to provide a redressal to your complaint.
If you are not satisfied with the response provided to you at the first level, you can escalate your grievance to the second level. Kindly quote the complaint reference number provided to you earlier.
Second Level Customer Grievance Redressal Forum
At the second level, your grievance would be looked into by the Head-IBU. Contact details of the Head-IBU on +91 79 6966 6114.
RBL Bank assigns significant importance to quick and efficient redressal of Customer Grievances. It has built a robust grievance redressal mechanism that ensures effective and satisfactory redressal of customer complaints.
Bank’s Customer Grievance Redressal Policy aims at minimizing instances that give rise to customer complaints by ensuring proper service delivery and creating a review mechanism to ensure consistent service behaviour. Complaints received by the Bank are viewed positively and analysed for a better understanding and effectively addressing the root causes that give rise to complaints.
The Bank remains committed to service excellence and will continue to place paramount position to satisfactory and timely redressal of customer grievance.
Third Level Customer Grievance Redressal Forum
If the reply provided by the Second Level does not meet your expectation OR if you have not received any response within 10 working days, you may write to the Governing Body of the IBU. The complain can be escalated to the governing body. The contact coordinates would be made available on +91 79 6966 6114.
The Governing Body of IBU shall endeavour to resolve the issue to your satisfaction within 10 working days. In case, the complaint needs more time to be examined, the complaint shall be acknowledged by explaining the need for more time to respond.
Fourth Level Customer Grievance Redressal Forum
If the Complainant is not satisfied with the redressal proposed by IBU/Bank, Bank/IBU shall inform the Complainant of appeal mechanism (if any) or other means (such as arbitration or the Courts) of resolving the complaint and provide with the appropriate contact details upon request.
