Tired of your bank’s service? Here’s how to file a complaint



ET explains the path from filing a complaint against your bank to repairing it and the options available to you if this is not done to your satisfaction.

1. Where can I file a complaint?

Several options are available to customers. You can file a complaint on different platforms. Go directly to the branch and file a complaint or you can do so through the customer service helpline or online.

2. How do I know that my complaint has been received by the bank?

If a customer’s complaint has been received in writing, the bank should endeavor to send the customer an acknowledgment / response within one week. If the complaint is forwarded by telephone to the helpline or to the customer service number designated by the bank, the bank will provide the complainant with a reference number of the complaint and keep the customer informed of the development of the situation in a reasonable delay.

3. What happens after receiving the complaint?

After examining the file, the bank will send the customer its final response or explain why he needs more time to respond and will endeavor to do so within 30 days of receiving the complaint.

4. What if my complaint is not handled satisfactorily by the branch manager?

Most banks have a grievance cell / department / center. You can contact the branch manager to find out how to file a complaint and what to do if you are not satisfied with the result.

5. What if I am not satisfied with the response to the bank’s internal procedures?

If the complainant wishes to pursue other avenues of redress, he may apply to the banking ombudsman appointed by the Reserve Bank of India under the banking ombudsman scheme.

6. Where can I find the contact details of the banking mediator?

The bank is required to post the bank mediation system on its website and provide a copy, upon request, at a nominal charge. Banks are also required to display in their branches the name and contact details of the banking mediator responsible for the branch.



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