Use of Unparliamentary Language by Customers

Dear Customers,

As a bank born and bred in Asia, we believe in building long term relationships with our customers and doing things that are right for them. With these principles in mind, our staff are trained to apply them in their day to day business activities and to treat customers with politeness, courtesy and respect at every level of interaction.

Every day, we continue to reimagine banking experiences for you and how we can fit and weave those into your lifestyle seamlessly. Our staff stand committed to servicing you and to resolve all your queries / concerns / requests, to your satisfaction. At times due to incomprehensible situations, it is possible that they may not be able to resolve the concerns/issues raised by you, to your satisfaction, and are bound to communicate decisions that pertain to policy-related issues, have technology related dependencies, may include compliance-related concerns, relate to system downtimes etc.

We sincerely thank our customers for their patience and kind understanding in such circumstances. However, customers resorting to provocative and unparliamentary language or rude and disruptive behavior is not acceptable to us as it impacts the morale and efficiency of our staff. This may also impact the customer experience of other customers during their interactions with us, thus making it untenable.

We want that our customers should continue to grow their Banking relationship with us while we happily service them. However, customers found to be continuously offensive in their interactions with us will be required to close all their relationships with DBIL. We sincerely hope that we may never have to resort to taking this step and that this remains a step to be taken during the rarest of rare situations.

We request our customers / prospects, that if any of their queries / concerns / requests are not resolved to their satisfaction, they should escalate the matter to the Bank as per the Grievance Policy available on the Bank’s website. Customers also have an option to escalate their concerns to the Banking Ombudsman. Here is a link to more information on the Grievance Redressal policy.

We look forward to making banking simpler and easier for you and assure you of our best services always.

Sincerely,
DBS Bank India Limited