Complaint & Grievance

Complaint Escalation Matrix

StageLevelResponsible Person / LevelTimeline (TAT)
Stage 1Level 1Branch Support TeamWithin 2 working days
Stage 2Level 2Branch ManagerWithin 2 working Days
Stage 3Level 3Head – BOCS (Banking Operations, Compliance & Services)Within 3 working Days
Stage 4Level 4CEOWithin 3 working Days
Stage 5Level 5RBI Ombudsman Department (https://cms.rbi.org.in)As per RBI guidelines