Grievance Redressal

1. What is the Grievance Redressal Mechanism at the Bank?

Our Grievance Redressal Mechanism ensures that customer complaints are addressed promptly and effectively. Complaints can be registered through multiple channels/mediums, such as the Bank’s website, 24-Hours Phone Banking number, Customer Care email, or by visiting the nearest Bank branch. Our detailed Grievance Redressal Policy is available on our website. Click here.

2. How can I lodge a complaint?

You can lodge a complaint through any of the following methods:

• Online: Use the complaint form on our official website. Click here.
• Email: Send your complaint to customercare@shivalikbank.com.
• Phone Banking: Call our 24/7 toll-free number 1800-202-5333.
• Branches: Visit your nearest branch and speak to the Branch Manager.
• SMS: Send "UNHAPPY" to 9266680802 (from your registered mobile number).
• Post: Grievance raised by post to Nodal Officer. Contact Number and E-mail address of the Nodal Officer/Principal Nodal Officer is provided at the Branches and on Bank’s website. Click here.

3. What is the turnaround time (TAT) for grievance resolution?

The Bank will endeavour to resolve the issue to the complainant’s satisfaction within 7 working days. In case the complaint needs more time to examine, the complaint shall be acknowledged by explaining the specific TAT as stipulated by NPCI, RBI, and other regulatory authorities shall be adhered to.

4. What happens if my complaint is not resolved to my satisfaction?

If your complaint remains unresolved or you are not satisfied with the resolution, you can escalate the matter to higher authorities:

• Level 1: Contact the Branch Manager of the nearest branch. If you are not satisfied with the response received from Level 1 within 7 working days, you may call or write to the Nodal Officer.
• Level 2: Write to the Nodal Officer at grievance@shivalikbank.com or call at 0120-4060011. For the list of region-wise Nodal Officers, Click here.
• Level 3: Approach the Principal Nodal Officer at pno@shivalikbank.com or call at 0120-4060012.

5. When can a complaint be directed to RBI?

In case your grievance does not get resolved at the Bank Level within a month, you may approach the Integrated Ombudsman by filling an online complaint at https://cms.rbi.org.in/cms/indexpage.html#eng. Complaints may also be submitted through physical mode to the ‘Centralized Receipt and Processing Centre’ (CRPC) established at Chandigarh. Address of CRPC: Centralized Receipt and Processing Centre (CRPC), Reserve Bank of India, Central Vista, Sector 17, Chandigarh – 160017, Email - crpc@rbi.org.in. RBI Contact Centre toll-free number – 14448.