Redressal of complaints and grievances

Redressal of complaints and grievances

At DBS, we want to make sure that you get only the best of service from us, service which you, our valued customer, deserve.

The Bank’s Grievance Redressal policy follows the following principles:

  • Customers are treated fairly at all times.
  • Complaints raised by customers are dealt with courtesy and in a timely manner.
  • Customers are informed of avenues to escalate their complaints within the organization, and their rights if they are not satisfied with the resolution of their complaints.
  • The Bank employees work in good faith and without prejudice, towards the interests of the customers.

If, at any stage, you feel that our service levels are not up to your expectations, here is what you can do:

Customers who wish to provide feedback or send in their complaint may use the following Channels available with the Bank:

  • Customer Care: Contact our 24-hour toll free customer service helpline number 18002094555 / 18001039897 or our overseas customer service number 91-44-66854555.
  • E-mail: Customers can email at customercareindia@dbs.com.
  • Branch: Please write to our Customer Service Managers explaining the details of the issues concerned.

We shall respond to your complaint within 3 working days.

Escalation Levels

Level 1

In case our Customer Service Managers fails to contact you within 3 working days, or if you are not satisfied with the response, please write to the explaining the details of the concern. You will receive a response within a period of 3 working days of the City Business Head / Branch Head receiving the complaint.

Customers are required to quote the complaint reference number provided to them in their earlier interaction with the Bank, to help us understand and address their concerns.

Level 2

If you are still not satisfied with the resolution you receive, please write to the Nodal Officer:

Ms. Kaunain Esmile
Nodal Officer
DBS Bank Ltd,
221, Dr D.N.Road
Fort House, Fort
Mumbai 400 001.
Direct- 022 6614 7578
Email – dbsnodalofficer@dbs.com

We shall respond to your complain within 7 working days.

Level 3

If you do not hear from the Nodal Officer within 7 working days, or if you are not satisfied with the response, please write to the Senior Management.

You will receive a response from us within a period of 7 working days of the receiving the complaint

Level 4

If you are not satisfied with the response, please write to Chief Executive Officer and General Manager.

Mr. Surojit Shome
Chief Executive Officer & General Manager, India
DBS Bank Ltd,
221, Dr D.N.Road
Fort House, Fort
Mumbai 400 001.
Direct+ 91 2266388847
Email – ceodbsindia@dbs.com

You will receive a response within a period of 7 working days of Mr. Shome receiving the complaint.

If you do not hear from Mr. Shome within 7 working days, or if you are not satisfied with the response, please write to the Banking Ombudsman, a statutory body appointed by the Reserve Bank of India to look into the provision of satisfactory service by banks.

The Reserve Bank of India has appointed an Ombudsman, who can be approached for redressing customer grievances if they have not already been redressed by DBS. The salient features of the Scheme are as follows, and the following conditions will apply before the Ombudsman can be approached:

  • The complainant, before making a complaint to the Ombudsman, had made a written representation to DBS, and the Bank had either rejected the complaint, or the complainant had not received a reply within a period of one month after the complaint was received by the Bank, or the complainant was not satisfied with the reply given by the Bank.
  • The complaint is made not later than one year after the complainant has received DBS' reply to his/her representation or, where no reply is received, not later than one year and one month after the date of the representation to DBS
  • The complaint has not been settled by the Ombudsman in any previous proceedings.
  • The complaint is not the subject matter of proceedings before any court, tribunal, arbitrator or any other forum.
  • The complaint is not frivolous or vexatious in nature.
  • The complaint is made before the expiry of the period of limitation prescribed under the Indian Limitation Act, 1963 for such claims.

 A copy of the Banking Ombudsman Scheme along with the addresses of its centers in the various cities can be procured from the Branch Managers.

 If you are not satisfied with our grievance redressal, you may contact the Banking Ombudsman.

 To know more about the Banking Ombudsman Scheme 2006, click here to view the document (PDF format).

Timelines for Complaint Resolution

Suitable timelines have been set for every step depending upon the investigations / related regulation which would be involved in resolving the same. Once the complaint is examined, the Bank will be sending a final response to the customer or an intimation seeking more time to investigate the same.

Branch Level Customer Service Meetings

The Branch Level Customer Service Meetings are conducted every month at the branches. This forum is specially designed for customers to share their customer feedback / suggestion to improve the services provided at our branch. Senior Citizens customers of the branch are also invited to these forums and encouraged to share their views on branch service.

Quarterly Standing Meeting on Customer Service

On a quarterly basis, the committee reviews Use of grievance redressal initiatives like access through toll free numbers, help-line, mails, online complaints etc. Review The number of complaints received and redressed during the quarter. Analyze and discuss Branch Level Customer Committee meetings. The committee also ensures that DBS India in compliance with all RBI regulations with regards to customer service and complaints.

 The grievance redressal policy will be revised from time to time when there are any new changes incorporated by the Bank in handling complaints / grievances. It will also be revised in the event of any new regulations, revisions / amendments released by regulator (RBI / IBA etc).

Complaint Analysis

Complaints Analysis for the period April 2015 – March 2016