To be a trusted financial services provider and model employer focusing on small and underserved segments through the delivery of digitally focused, affordable products and differentiated customer experience.
Focused on Future Readiness
Being Ethical and Moral
Application of Charter
It is not a legal document creating rights and obligations. The Citizen’s Charter does not by itself create new legal rights, but it surely helps in enforcing existing rights. This Charter applies to all products and services listed below whether provided by branches, subsidiaries and agents acting on behalf of the banks, across the counter,by post, through interactive electronic devices and through technology (alternate delivery channels).
In order to comply with regulatory/ statutory requirements, while opening an account, we will adhere to the Know Your Customer (KYC) Norms and Anti Money Laundering (AML) as laid down in regulatory guidelines by satisfying ourselves about the identity of the person seeking to open an account and verification of the address of that person/s, thereby protecting prospective customer/s, members of the public, the Bank and other stakeholders against fraud and other misuse of the banking system. We will also satisfy ourselves about the sources of income of the existing/ prospective customer. In order to meet the above, the Bank shall ask customers to provide documents and information as may be required. Customers must also provide to the Bank such documents and information as required for updating and verifying customer information periodically as required.
To act fairly and reasonably in all dealings with the customers in matters of:
To maintain privacy and confidentiality of the Customer’s personal information except in the following cases. However, the bank may utilize the information for cross-selling of own products/services
“You agree that we may use Customer Information for the purpose of statistical analysis and for creation of data (“Statistical Information”), which does not contain individual Customer Information. In addition to the information that the Bank elicits from you, you are free to volunteer any other information that you feel that the Bank needs to know, but the security and confidentiality as per this Policy is guaranteed only to the information that the Bank directly asks from you.
This Policy holds true for a non-customer who has provided information to the Bank, by any means, with the intentions of establishing a relationship, of whatsoever nature, with the Bank. By divulging any information to us you agree to the terms and conditions of this Policy.
Use of Customer Information / Statistical Information – We may use the Customer Information for, among other things, customer verification, provision of products and services, for personalization of products or services, marketing or promotion of our financial services or related products or that of our associates and affiliates; for creation of Statistical Information, statistical analysis or credit scoring, enforcement of your obligations, any other purpose that will help us in providing you with optimal and high quality services.
Security –We have taken reasonable measures to protect security and confidentiality of the Customer Information and its transmission through the World Wide Web. You are required to follow the Terms and Conditions while using this Website including the instructions stated therein in respect of security and confidentiality of your Log-in and Password.
The Bank shall not disclosure details/particulars of the Customer Information or Statistical Information to a third person or party without the expressed or implied consent from the customer. However, there are exceptions in terms of circumstances mentioned in Paragraph No.25 of RBI Master circular on customer service dated 1.7.2014., as listed below:
Additionally, the Bank may use the Customer Information for customer verification, provision of products and services, for personalization of products or services, marketing or promotion of our financial services or related products; for creation of Statistical Information, statistical analysis or credit scoring, enforcement of the customer’s obligations, any other purpose that will help us in providing customers with optimal and high- quality services.
To display on the Bank’s website
To publicize the Charter
To provide services to the customers as per standards laid down by BCSBI in the Code of Bank’s Commitments to Customers
Banking Codes and Standards Board of India (BCSBI), a self-regulatory body formed by Reserve Bank of India, with an objective of setting minimum standards of banking practices, has formulated Codes for Customer Service. As a member of BCSBI, the Bank has adopted the Codes and has launched various initiatives for implementation of the commitments on customer service as spelled out in the Code. The Codes are available on the Bank’s website at https://shivalikbank.com/Regulatory section.php
The Bank commits to the following while dealing with special customers
Self Help Groups (SHGs):
Customers in Rural and Semi-Urban Areas:
Providing banking facilities to the visually challenged/differently abled:
Payment of Balance in Accounts of the Deceased Customers to Survivors / Claimants:
The Bank follows a simplified procedure for settlement of death claims without insisting on production of a succession certificate in settlement of claims of deceased customers, relating to deposit accounts, lockers and articles kept in safe custody within prescribed limits. The Bank will, however, adopt such safeguards in considering the settlement of claims as appropriate, including accepting an indemnity bond. Nomination facility is available to facilitate speedy settlement of balances in the accounts of deceased customers. Our customers are periodically made aware of the availability of the facility offered in terms of provisions of the Banking Regulation Act.
The Bank has also laid down a Policy for Settlement of Claims in respect of Missing Persons.
Exchange of Soiled/Slightly Mutilated Currency Notes:
All the branches of the bank will exchange freely soiled and slightly mutilated/cut notes of all denominations at counters. No essential feature of the note should be missing. The bank’s branches will exchange torn/mutilated / defective notes free of cost. Currency exchange facility is offered to the Bank’s customers and others. The Bank follows RBI guidelines in this respect. RBI has permitted the banks to exchange mutilated currency notes which are genuine and where mutilations are such as not to cause suspicion or fraud. The Bank’s branches exchange all categories of mutilated currency notes. Refund value of these notes is, however, paid as per RBI (Note refund) Rules.
Safe Deposit Vaults (Lockers):
There will be a completely transparent process in the allocation of locker facility. The bank’s branches offering this Facility will indicate / display this information. The identification of locker branches shall be done by the Bank at its discretion based on potential and commercial considerations etc. as the relationship of the Bank with the locker hirer(s) that of Bailer and Bailee. Bank shall exercise due care and necessary precautions for the safety of lockers provided to the customers however, bank shall not be liable for any damage or loss to lockers or its contents, due to any reasons(s) whatsoever. The major aspects governing the services:
Similarly, such payments for Rs. 20,000/- and above will be made through banking channels and not in cash
The features of Mobile Banking are as follows:
Bank will send e-mail giving the balance position at agreed periodicity, daily, weekly, fortnightly etc. to SA / CA Current account holders with high transactions depending upon the customer’s request. We also send email statements to all customers who have their email ID’s registered with the bank.
Loans and Advances:
Standards for Services
In Shivalik Small Finance Bank, we have several channels of providing services to the customers viz. Branch, ATMs, Internet Banking Service, Mobile Banking etc. Bank always ensures that it provides excellent services to its customers through various channels and make the service experience memorable. The bank always makes it sure to process the customers’ requests within the given Turn Around Time.
Turn Around Time for Customer Requests and Transactions
Account opening (CASA, TD) (to indicate the date of delivery of deliverables to customers
1 working days
1-3 working days
Issue of cheque book
3-5 working days
Physical copy of account statement at branch
Request for passbook
Updating of entries in passbook
15-30 min. (depending on the no. of entries)
5-10 min. (depending on the amount)
Duplicate TDS certificate
5-15 min. (depending on the no. of transactions)
NEFT / RTGS
5-10 min. (depending on the no. of transactions)
Enabling net banking
Hot listing of card
Issuance of Demand Draft
Cancellation of Demand Draft
Revalidation of Demand Draft
TD premature withdrawal
Change of maturity instruction
2-3 working days
processing of retail forex transactions
FCY cash withdrawal and deposit 15-30 min.
Collection of outstation cheques
Refer our cheque collection policy for the same
Clearing of cheques
As per the clearing cycle
Account Maintenance Request
Customer obligations for Qualitative and Efficient Services
The Bank suggests that customers take the following precautions in order to safeguard their interest as wellas that of the Bank-
Grievance Redressal Mechanism
At Shivalik Small Finance Bank we want to make sure our customers get the best service from us. If at any stage, customers feel that our services or products are not up to their expectations, the customers can register a complaint via any of the following channels:
The Bank shall strive to resolve the complaints at the various touch points itself, within the stipulated timelines. In addition, a complaint escalation mechanism is in place.
The Bank will acknowledge the receipt of the complaint and will ensure that a response is provided as per defined timelines in its Grievance Redressal policy. In the unlikely event of a customer not receiving a response within one month from the date of lodgment of the initial complaint, or in case of dissatisfaction with the response given by the Bank, he may approach the Integrated Ombudsman.
Details of the Integrated Ombudsman is available on the Bank’s website (https://shivalikbank.com/assets/pdf/RBIOS2021_121121.pdf) as well as on the website of RBI.
Deposit Insurance and Credit Guarantee Corporation (DICGC)
Bank deposits up to Rs. 5,00,000/- in respect of each depositor are fully protected by the Deposit Insurance and Credit Guarantee Corporation under the Deposit Insurance Scheme. The scheme covers all commercial banks(including Regional Rural Banks) operating in India and also co-operative banks in states and Union Territories to which the scheme has been extended by the Central Government. These banks are registered as insured banks with corporation. The Corporation’s liability in respect of insured deposits will arise in following cases:
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