Week's Person

Customer Service In Top Indian Banks

By Siddharth Sehgal

Customer Service is not what comes into mind when it comes to government offices. Many People have to stand in line, get yelled at, face embarrassment and frustration while using the services of their bank next door. The point is that inconveniences do happen but what to do when they happen. Many customers simply ignore it, many know how to raise the concern but don’t bother to do it and like what happens with most of the people, they simply don’t know how to raise the complaint and even if they have a right to do as such as a customer.

First and foremost, remember that all public and private banks do keep a complaint booklet. Most of the time its placed at a pretty conspicuous place in the office near entrance or customer area or if  you can’t find it you can simply ask them. But like I said, most of the people hesitates to register a complaint in the very office they visit often for  different reasons. That’s not the end of the story, now you can go online to your banks website and register a complaint from the convenience of your laptop or computer. If you are a customer of one of the major players in the Indian banking sector chances are that you will find such resource on their website. You might wonder why we are encouraging you to be a responsible customer. In India when it comes to   issues like governance, corruption, negligence, administration most of the folks tend to look the other way. “Chalta hai” is the answer you hear most of the time and it has become a habit to be pushed around. Keep in mind no party or politician, collector or a clerk can solve your problem if you are not willing to solve it. That goes for a person, village, district, state and even a country.

Coming back to the topic at hand, lets look at the online grievance/complaints links of some of the top Indian banks.

State Bank of India (SBI)

Website: SBI

Complaint: (https://prepaid.onlinesbi.com/CMS/ )

Observation: On the bottom right hand side of SBI website there is a link to Complaint/feedback form. On clicking it you’ll be directed to a page containing links to the complaint form above, flow of complaint and ways to track the reported concern. Other relevant details are also given.


Website: ICICI

Complaint: (http://www.icicibank.com/complaints/Complaints-step1.html )

Observation: ICICI website has a link at the bottom right part of their website, its pretty straight forward with contact details of officials provided for each level of hierarchy besides providing basic complaint form.

Bank of Baroda

Website: Bank of Baroda

Complaint: ( )

Observation: Bank of Baroda has a complaint link at the bottom of the webpage. It provide links to file both customer and non-customer complaints.  


Website: HDFC Bank

Complaint: (http://www.hdfcbank.com/personal/customer-centre?src=bankhmpg )

Observation: HDFC have the complaint link under the customer service tab at the bottom left of the website. The form iterates the step by step process of grievance redressal.  

Punjab National Bank

Website: PNB

Complaint: (https://www.pnbindia.in/En/ui/Customer-Care.aspx )

Observation: PNB website dictates to contact the branch manager first for the customer issues but also have complaint form on its website with emails, numbers and names of officials responsible for overseeing customer issues.

This is some of the basic information that’s provided by these top Indian banks in public domain about customer grievances. If you have more knowledge on this subject or any corrections and suggestions related to things that were discussed, we would like to hear from you and share it with our readers.

One Comment

  1. A insightful blog post right there mate ! Thank you for posting .