Complaint & Grievance
Complaint Escalation Matrix
| Stage | Level | Responsible Person / Level | Timeline (TAT) |
|---|---|---|---|
| Stage 1 | Level 1 | Branch Support Team | Within 2 working days |
| Stage 2 | Level 2 | Branch Manager | Within 2 working Days |
| Stage 3 | Level 3 | Head – BOCS (Banking Operations, Compliance & Services) | Within 3 working Days |
| Stage 4 | Level 4 | CEO | Within 3 working Days |
| Stage 5 | Level 5 | RBI Ombudsman Department (https://cms.rbi.org.in) | As per RBI guidelines |
- Notification