Grievances Overview

Department of Financial Services (DFS) deals with grievances related to Public Sector/Private Sector Banks, Regional Rural Banks, Cooperative Banks, Non-Banking Finance Companies, Financial Institutions, Reserve Bank of India (RBI), Public Sector/Private Sector Insurance Companies and Insurance Regulatory & Development Authority of India (IRDAI). Grievances may be sent to DFS online through the following means:

• CPGRAMS (Centralized Public Grievance Redress and Monitoring System) Portal: It is a common platform for registering grievances relating to various Ministries/Departments/Organisations. It is an initiative of Department of Administrative Reforms and Public Grievances (DARPG). To register your grievance on the portal, you may click on the following link [www.pgportal.gov.in]
• Through email at sobo3-dfs[at]nic[dot]in
• By post/manually in the Department on the following address: Department of Financial Services, Ministry of Finance, Jeevan Deep Building, 3rd floor, Sansad Marg, New Delhi-110001
• Grievances received in DFS through email, by post or manually are uploaded on the CPGRAMS portal by DFS for further processing. The grievances uploaded on the CPGRAMS portal are sent to the concerned organizations for resolution/disposal.
• In addition, a dedicated Grievance Handling Cell has been set up in the Department, which is accessible at:
  • Telephone no. 011-23346785
  • Email address: sobo3-dfs[at]nic[dot]in

As per the guidelines/instructions of DARPG, the maximum time limit for the resolution of a grievance on CPGRAMS portal is 21 days. The maximum time limit for the disposal of COVID-related grievances is 3 days. In cases where the customers are not satisfied with the resolution of their grievances, there is an appeal mechanism in CPGRAMS wherein they can appeal for review of the grievance resolution by higher authorities. Stipulated time period for the disposal of appeals is 30 days. All Public Sector Banks (PSBs), Public Sector Insurance Companies (PSICs), Financial Institutions (FIs) and the regulators i.e. RBI, IRDAI and PFRDA have policies and mechanisms for redressal of public grievances/customer complaints through their respective Customer Service Department. For prompt redress of public grievances, petitioners are advised to first approach the concerned organizations for resolution of their grievances. PSBs and PSICs have a 3-tier complaint resolution system - Branch, Zone and Head Quarters. In case the complainants are not fully satisfied with the redress/disposal of their complaints, they may approach the concerned Banking Ombudsman or Insurance Ombudsman for settlement of their grievances through mediation and passing of awards. 

The contact and other relevant details/information regarding grievance redress are available on the website links of PSBs/FIs, PSICs, RBI, IRDAI and PFRDA that are given below: