Shivalik Small Finance Bank has adopted the following policy, in respect of handling customer complaints/grievances, in line with the Quality Policy of the Bank. With a view to ensure consistent superior service experience, the Bank shall provide a responsive, fair, expeditious and customer-centric query/ complaint management procedures to all external customers. In view of above the Bank shall:
The objective of the policy is to:
Shivalik Small Finance Bank understands the importance to classify & differentiate complaints from queries. The policy clearly defines the two.
Note: The Policy will be applicable to all customers including customers from rural/SHG background.
Customer Complaints Resolution Process
Ways of Contacting the Bank
At Shivalik, we are committed for providing the best customer service. Still if any point the customer feels uncomfortable in any situation, he can get in touch with us by different ways.
Visit the Branch and speak to any official or can drop in the complaint in the complaint box or can get the complained filed in the register
Can send “UNHAPPY” message on 9266680802
Can send the email on email@example.com
Customer can log in the complaint by writing in the “complaints/suggestion” link available in the homepage of the Bank’s website www.shivalikbank.com
Three Level Grievance Redressal Mechanism
Level 1: Branch Channel
*Note: Annexure-1A is uploaded on the portal along with the policy.
Principal Nodal Officer: If customer is not satisfied even after escalating the issue at 1st and 2nd level, he can further escalate the matter to the Principal Nodal Officer as per following details:Name: Mr. Ravi Ratnaker SinghMobile: 9776640005E-mail Id: firstname.lastname@example.org
Internal Ombudsman of the Bank:
The Internal Ombudsman (IO) is an independent authority and is not a Shivalik Small Finance Bank employee. The Internal Ombudsman of the Bank is a retired or serving officer, not below the rank of Deputy General Manager or equivalent of another bank/Financial Sector Regulatory Body, having necessary experience of minimum seven years of working in areas such as banking, regulation, supervision, payment, and settlement systems and/or consumer protection. The Internal Ombudsman will deal only with the complaints that have already been examined by the Bank’s internal grievance redressal mechanism and have remained partly or wholly UN-redressed. Complaints related to frauds, misappropriation, etc. in respect of deficiency of service and cases pending such as consumer forum, courts cases, debt recovery, etc. would not be examined by the IO. The decision of Internal Ombudsman shall be binding on the Bank. In case of disagreement with the Internal Ombudsman’s decision, the Bank may obtain approval of the Executive Director/Managing Direction/CEO in charge of customer service of the Bank. All such cases shall be subsequently reviewed by the Customer Service Committee of the Board.
Shivalik Follows This Golden Rule “First Contact Is the Last Contact for the Customer”
Time Frame and Nature of Feedback
Complaint Reference Number
Bank shall record the complaints with a reference number and shall provide the same to customers immediately at the time of reporting the complaint.
Internal Machinery to Handle Complaints/Grievances
Bank has framed Executive committee in which CEO and other senior functionaries of the Bank participate on monthly basis and review the following:
Nodal/Principal Officer for Handling Customer Services and Complaints
Bank has appointed a senior officer of the bank as Nodal/Principal officer who will be responsible for implementation of customer services and complaints resolution in the entire Bank. The details of the Nodal officer will be displayed in every branch.
Customer Service Committee in Branches
Each Branch would have a Service Committee comprising of senior members of the Branch team, viz. Branch Head, Branch Operations Manager etc. The Committee will sit on monthly basis for review. The functions of the Committee are:
Reporting of Unauthorized Transactions by Customers to Bank (Electronic Banking Transactions):
Limited Liability of a Customer
Zero liability of a customer
A customer’s entitlement to zero liability shall arise where the unauthorized transactions in the following cases:
Limited liability of a customer
A customer shall be liable for the loss occurring due to unauthorized transactions in the following cases:
All other SB Accounts Pre-Paid Payment Instruments and Gift Cards Current/Cash Credit/Overdraft Accounts of MSMEs
Current Accounts/Cash Credit/Overdraft Accounts of Individuals with annual average balance (for 365 days preceding the incidence of fraud)/ limit up to Rs.25 lakh
Credit cards with limit up to Rs. 5 lakhs
Within 3 working days
Within 4 to 7 working days
The transaction value or the amount mentioned in the above table, whichever is lower
Beyond 7 working days
As per bank’s Board approved Policy:
Reversal Timeline for Zero Liability/Limited Liability
Further, bank ensures that:
Time Frame for Response
Standard Turnaround Time (TAT) for broad level of queries / Complaints mentioned in Annexure - 1A (range of TATs applicable for Complaints or queries within a broad classification).
Amendment of the Policy
Any amendments to this policy will be approved by the Board of Directors (BOD) of the Bank.
Copyright © 2023 Shivalik Small Finance Bank. All Rights Reserved. Site updated on 08/12/23 .
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