Public Grievances Redressal Mechanism

Public Grievances Redressal Mechanism: Public grievance redressal in a time bound manner and improving public service delivery in banking and insurance sectors is one of the key priorities of the Department of Financial Services.

2. All the Public Sector Banks (PSBs), Financial Institutions (FIs) and Public Sector Insurance Companies (PSICs) have policies and mechanisms for redressal of public grievances/customer complaints through their Customer Service Departments. For prompt redressal of public grievances, petitioners are advised to first approach the concerned organizations for resolution of their grievances (3-tier complaint resolution system - Branch Manager- Zonal Manager and – GM Customer Service).

3. In case the complainants are not fully satisfied with the redressal/ disposal of complaints, they may approach the concerned Banking Ombudsman and Insurance Ombudsman for settlement of their grievances through mediation and passing of awards in a time frame. The contact and other relevant details/ information regarding grievance redressal are available in the website links of PSBs/FIs, PSICs, RBI, IRDA and PFRDA are given below.

4. The grievances received in the Department online or by post / manually in the Department are processed and forwarded through CPGRAMS (Centralized Public Grievance Redress and Monitoring System) to concerned organizations for resolution/disposal, monitored and periodically reviewed. As per guidelines/instructions of DARPG the maximum time limit of resolution of a grievance is 60 days. The Portal is accessible at www.pgportal.gov.in.

5. The contact details and information on grievance redressal are available in the website links given on Next Page

S no Public Sector Banks/RBI Link
1 Allahabad Bank https://www.allahabadbank.in/english/Customer_Care.aspx
2 Andhra Bank http://andhrabank.in/english/customerservice.aspx
3 Bank Of Baroda http://www.bankofbaroda.com/redressal_comps.asp
4 Bank Of India http://www.bankofindia.co.in/english/GrievanceForm_pg.aspx
5 Bank Of Maharashtra http://www.bankofmaharashtra.in/NodalOfficer.asp
6 Canara Bank http://canarabank.com/English/scripts/FooComplaints.aspx
7 Central Bank Of India https://www.centralbankofindia.co.in/site/MainSite.aspx?status=1&menu_id=15
8 Corporation Bank http://www.corpbank.com/node/59196
9 Dena Bank http://www.denabank.com/viewsection.jsp?lang=0&id=0,8,34
10 Indian Bank http://www.indian-bank.com/CustCompMenu.php
11 Indian Overseas Bank http://www.iob.in/customers_corner.aspx
12 Oriental Bank of Commerce https://www.obcindia.co.in/obcnew/site/inner.aspx?status=2&menu_id=149
13 Punjab National Bank https://www.pnbindia.in/En/ui/Customer-Care.aspx
14 Punjab & Sind Bank https://www.psbindia.com/recomp.php
15 Syndicate Bank http://www.syndicatebank.in/scripts/CustomerCare.aspx
16 United Bank Of India http://www.unitedbankofindia.com/uploads/ChiefGrievanceRedressalOfficer.pdf
17 Union Bank Of India http://www.unionbankofindia.co.in/Grievances_Redressal.aspx
18 UCO Bank https://www.ucobank.com/about-us/customer-grievance-policies.aspx
19 Vijaya Bank http://www.vijayabank.com/Help-Desk/Complaints-and-Grievances
20 State Bank of India http://www.sbi.co.in/portal/web/customer-care/customer-care
21 State Bank of Bikaner and Jaipur https://www.sbbjbank.com/Policies/cgtd_NodalOfficerListAll.pdf
22 State Bank of Hyderabad http://www.sbhyd.com/tools-resources/customer-rights/customer-grievances/ x
23 State Bank of Mysore http://www.statebankofmysore.co.in/complaint-feedback.html
24 State Bank of Patiala https://www.sbp.co.in/customer_complaint.aspx
25 State Bank of Travancore hhttp://www.statebankoftravancore.com/portal/public-grievances
26 IDBI Bank http://www.idbi.com/customer-care-centre.asp
27 Bhartya Mahila Bank http://www.bmb.co.in/customer-care
28 Reserve Bank of India http://www.rbi.org.in/commonman/English/Scripts/AgainstBank.aspx
29 RBI (Banking Ombudsman) http://www.rbi.org.in/commonman/English/Scripts/AgainstBank.aspx/a>
S no Financial Institutions Link
1 Small Industries Development Bank of India Ltd. (SIDBI) http://sidbi.in/?q=customer-care
2 National Housing Bank(NHB) http://www.nhb.org.in/Grievance-Redressal-System/Grievance-Redressal-System.php
3 National Bank for Agriculture and Rural Development (NABARD) https://www.nabard.org/english/fedbackform.aspx
4 Industrial Finance Corporation of India (IFCI) http://ifciltd.com
S no Public Sector Insurance Companies / IRDA / PFRDA Link
1 Life Insurance Corporation of India http://www.licindia.in/grievances.htm
2 New India Assurance Company Limited http://www.newindia.co.in/Content.aspx?pageid=73
3 National Insurance Company Limited https://nationalinsuranceindia.nic.co.in/portal/page/ portal/Corporate/Home/Grievance
4 The Oriental Insurance Co. Ltd. http://www.orientalinsurance.org.in/contact-oriental-insurance-company.jsp
5 United India Insurance Co. Ltd. https://uiic.co.in/customercare/grievance
6 Agriculture Insurance Company of India Ltd http://www.aicofindia.com/AICEng/Pages/Grievance_Home.aspx
7 RDA (Insurance Regulatory and Development Authority of India ) http://www.policyholder.gov.in/Integrated_Grievance_Management.aspx
8 PFRDA (Pension Fund Regulatory and Development Authority) http://pfrda.org.in/index1.cshtml?lsid=177



6. The contact details of Nodal Director of Public Grievances (JS Level) in the Department of Financial Services are given as under:

Shri N. Srinivasa Rao,
Economic Adviser
Department of Financial Services,
3rd Floor, Jeevan Deep Building,
Sansad Marg, New Delhi-110001.
Tel: 011-23742100