By Siddharth Sehgal
This article is the continuation of an earlier article on customer service in top Indian banks, we have compiled information on consumer grievances and complaint redressal in some of the top Indian Banks. A link to the previous article is also provided at the end of the article.
Canara Bank
Website: Canara Bank (http://www.canarabank.com/English/Home.aspx)
Complaint: (http://www.canarabank.com/English/Scripts/FooComplaints.aspx)
Observation: The link above has various links for redressing of consumer complaints. Complaint book and listings of Grievance Redressal Officers (GRO’s) is given in a pdf document which might or might not have updated information. Contact details of principle grievance redressal officer, grievance redressal mechanism, telephone helpline numbers in case of complaints and a link to online complaint registration and tracking is also listed on the above page. You might have to go through each and every link that best applies to your situation.
Bank of India
Website: Bank of India (http://www.bankofindia.co.in/english/home.aspx)
Complaint: (http://www.bankofindia.co.in/english/GrievanceForm_pg.aspx)
Observation: You have to look for very elusive sort of grievance section on Bank of India’s website. They don’t feature it in significant way on their website, leaving their intention to speculation. However, it’s very to the point information that they give in this page. List of GRO’s, a form to submit your complaint and track its status. Contact details of chief customer officer and other nodal officer who oversee customer issues are also given. One thing that is different from other banks websites is that they provide a list of officers who are appointed to look after the issues of the Pensioners.
IDBI Bank
Website: IDBI (http://www.idbi.com/index.asp)
Complaint: (http://www.idbi.com/banking-complaints-I.asp)
Observation: IDBI provide couple of options to get your problems heard. There is phone, email or online filing option for customers. Details that are needed to file the complaint and in case if you don’t get a reply or if you are not happy with the answer there is a link to take your concerns at the next level, its provided under the name tier 2 which lists GRO’s for different regions. They stress to keep track of complaint id for referencing and addressing your issues.
Axis Bank
Website: Axis (http://www.axisbank.com/personal/index.aspx)
Complaint: (http://www.axisbank.com/complaints-and-grievance-redressal.aspx)
Observation: Axis bank provides links to address issues of a diverse range of customers varying from retail at home to nri and overseas branch customers. Concerns of their business customers are also covered in the business banking section. The mechanism is pretty straight forward, either call a toll free number or fill out a form online. An estimated time of response is also listed, if that doesn’t work out you can file your complaint to step two to a nodal officer and even if that doesn’t solve your problem. You can get heard at the executive level. This flow of hierarchy is pretty much same for every kind of complaint.
Union Bank of India
Website: Union Bank of India (http://www.unionbankofindia.co.in/)
Complaint: (http://www.unionbankofindia.co.in/Grievances_Redressal.aspx)
Observation: Union bank simply gives you a form to fill out and another link to track the status and that’s pretty much it. No details, phone numbers, emails or any other information is provided. How effective is this we cannot say but if you are in a situation it’s better not to leave any stones unturned.
We would like to hear from you if this information is helpful or not, or if you have something that can help others please do write to us and we’ll publish it. Also, here is the link to our previous article.