Grievance Redressal Mechanism

During rendering of services to customers, he/she may not be satisfied by the transaction and would like to air his grievance. The procedure for redressal of customer grievance is mentioned below in the order of its escalation.

  • Generally, the customer’s first point of interaction is at the counter and his grievance or dissatisfaction may originate there. The person at the counter should listen to the complaint of the customer patiently and try to resolve them at counter.

  • If he/she is not able to resolve the issue, it should be escalated to the operation/branch manager, who would make every effort to resolve the complaint, and if necessary, seek Head Office guidance/direction for the same over phone/mail.

  • If the complaint still remains unresolved, and if the customer wishes to press the same further, he should be provided with the complaint book with carbon paper for required three copies thereof. After the customer has completed his/her complaint, acknowledgement copy of the same, bearing officer deployed or manager’s signature should be provide to him. Branch should note to mention the serial number of complaint in chronological order. If customer provides any documentary evidence in support of his claim, the same should be attached to the complaint.

  • The complaint received from the customer should be forwarded to Bankijng Nodal Officer at Head Office within 15 working days. Once the complaint is received at Head office, it should be recorded in the complaint register.

  • Banking Nodal Officer will inquire about the facts of the case from concerned branch by email/telephone and ensure that the details are received within 15 days of the Head Office mail.

  • After examining the facts of the case and further inquiry if needed, a suitable reply be sent to the complainant. If the complaint cannot be resolved, the reply should mention the reasons for the same clearly. The final reply should be sent to the complainant within 30 days of receipt of complaint by Head Office.

  • If any complaint received against outsourced agencies, at initial level bank will review the complaint and investigate the same and also, will try to resolve the issue from bank level itself. After resolving the complaint, bank will provide a copy of this resolution to complainant. In case, bank is not able to resolve this matter then it will take this matter to concern outsource agencies and will provide a copy to complainant. Bank will take regular follow-ups from outsourcing agencies until the complaint get resolve by the concern outsource agencies. After resolving the complaint, bank will provide a copy of final resolution to complainant. The final reply should be sent to the complainant within 30 days of receipt of complaint by Head Office.

  • In case, if complainant is not satisfied with the reply from the bank, they may escalate the complaint to Banking Ombudsman under Integrated Ombudsman Scheme as under through RBI CMS Portal or Physical Compliant on below Address

The Officer In-Charge
Consumer Education and Protection Cell
Reserve Bank of India
Main Market, Kasumpti
Shimla – 171 009
Himachal Pradesh

  • In case any complaint for unauthorised electronic transaction is received, it will be dealt with as per Reserve Bank of India circular no. DCBR.BPD/PCB/RCB/CIR NO.06/12.05.001/2017-17 dated 14.12.2017 and policy in this regard approved by the bank.

Branches should display telephone number, email id and address of the nodal officer for complaints at Head Office, and the Managing Director in the branch for redressal of customer grievance escalation. Branches should also ensure availability of complaint book in banking hall of the branch.

Customer Escalation Matrix
Escalation Matrix Contact Person Contact Details Timeline
Level-1 Counter Staff Home Branch same day
Level-2 Deputed Officer / Branch Manager Home Branch 15 days
Level-3 Nodal Officer HO, Baghat Bank Parisar, Rajgarh Road, Distt. Solan, Himachal Pradesh-173212
Phone : 01792-223076
email : complaint@baghatbank.com		 30 days
Level-4 Centralized Reciept and Processing Centre (CRPC) The Officer In-Charge
Consumer Education and Protection Cell
Reserve Bank of India
Main Market, Kasumpti
Shimla – 171 009, H.P.		 -