Customer Service and Redressal

We have a well-defined framework to monitor key customer service metrics. The Customer Service Committee of the Board and the Standing Committee on Customer Service meet regularly. These forums deliberate on issues faced by the customers and the initiatives taken by the Bank to enhance its customer service.

Prioritising the customer in every business and service goal, the concept of customer satisfaction has been replaced by delight in banking experiences. The Bank has embraced the core principle of "Fair to Customer, Fair to Bank", emphasising the need to deliver fair value to customers while creating value for shareholders.

The Bank also complies with the ‘Customer Rights Policy’ which enshrines the basic rights of our customers. These rights include Right to Fair Treatment, Right to Transparency, Fair and Honest Dealing, Right to Suitability, Right to Privacy, and Right to Grievance Redress and Compensation.

The Bank resolved 98.8% of customer complaints/consumer cases during fiscal 2021.

We seek to treat our customers fairly and provide transparency in our product and service offerings. Continuous efforts are made to educate customers to enable them to make informed choices regarding banking products and services. The Bank also seeks to ensure that the products offered are based on an assessment of the customer’s financial needs.