At DBS Bank India Limited (DBIL), we want to make sure that you get only the best of service from us, service which you, our valued customer, deserve.
DBS Bank India Limited (DBIL or “the Bank” or “Bank” called hereinafter) is a Wholly Owned Subsidiary (WOS) of DBS Bank Ltd (DBL). headquartered in Singapore. As a matter of sharing best practices, DBIL will draw on experience and expertise of DBL when dealing with complex, long tenor, large or important transactions to ensure that the minimum acceptance criteria of the DBS Group (“Group” or “the Group” called hereinafter) are met. Further DBIL will reckon or consider certain policies and standards prescribed by DBL and adopt to Indian regulations to ensure that the operations meet the minimum acceptance criteria of the group.
The Bank shall not only ensure that all complaints received are recorded, acknowledged and resolved, but shall also ensure effective monitoring / escalation mechanism to ensure the customer complaints are resolved in a proper and time bound manner with detailed advice to the customer.
The Customer Grievance Redressal Policy outlines the framework for addressing the customer grievances. The Bank shall ensure that the policy is made available in public domain (website and branches).
This policy is applicable to all customers of the bank.
If, at any stage, you feel that our service levels are not up to your expectations, here is what you can do:
The Bank provides multiple channels to the customer to register their complaints / share their feedback. The customer may choose the following channels to share their feedback or send in their complaints to be suitably addressed.
Customers who wish to provide feedback or send in their complaint may use the following Channels available with the Bank:
For queries relating to the Retail Banking service of the erstwhile Lakshmi Vilas Bank (eLVB) - Contact our 24-hour customer service helpline number 1860 267 4567 or our overseas customer service number +91-44-66854555.
Credit Cards only : Contact our 24-hour credit card service helpline number 1860 267 6789 or our overseas customer service number +91-44-69046789 for Bajaj Finserv DBS Bank SuperCard and DBS Spark Credit card. DBS Vantage credit card holders to call dedicated customer service number 1800 209 4555 or our overseas customer service number +91-44-66854555.
Corporate customers may contact business care on 1800 103 6500 / 1800 419 9500 / +91 44 66328000 (Overseas Number). Business Care operates Monday to Friday, 10.00 AM to 7.00 PM (excluding Public Holidays).
DBIL customers can call or email:
More details available at RTGS / NEFT Customer Facilitation Centre.
We shall respond to your complaint within 3 working days.
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 City Business Head/ Cluster Head / Branch Head explaining the details of the concern. You will receive a response within a period of 5 working days of the City Business Head / Branch Head / Regional Nodal Officers 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.
If the customer continues to be not satisfied with the resolution provided, the customer may write to the Bank’s Principal Nodal Officer and the Bank shall respond to the customer’s complaint within 7 working days of the Bank’s Principal Nodal Officer receiving the complaint.
Principal Nodal Officer
DBS Bank India Limited,
Mumbai – 400 021.
Tel – +91 22 6614 7578
Please click here for contact details of our Senior Management.
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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.
Certain queries where there are dependencies on external parties for a resolution warrant a higher Turn Around Time (TAT) towards resolution. Mentioned below are an indicative example of requests / complaints.
Grievance redressal mechanism of the Bank shall also be available for resolving issues related to insurance products’ distribution and the Bank shall ensure that the same is resolved in 14 working days from receipt of the complaint at each level
In case the Bank is liable to pay any compensation, the same would be paid to the complainant as per the provisions of the Compensation Policy of the Bank.
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Timelines for logging in Credit Card complaints.
Any complaint related to credit cards has to be logged in within 60 days of the transaction date or less / more as applicable to the type of transactions been disputed. The bank will ensure that these complaints received after 60 days will be worked on best effort basis.
Internal Ombudsman of the Bank
In case(s) where the Bank decides to reject or provide a partial relief, the complaints will be referred to the Bank’s Internal Ombudsman for further examination in line with the instructions from the Reserve Bank of India. Complaints may be rejected wholly or partially under the following,
Please also note that the Internal ombudsman of the Bank shall examine the complaints that have already been validated by the bank’s internal grievance redressal mechanism and have remained partly or wholly un-redressed; except the following, as captured in the Circular on Internal Ombudsman Scheme 2018, Chapter III, clause 8:
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).