Escalation Levels
Level 1 - City Heads / Branch Managers
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.
Level 2 - Principal Nodal Officer
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.
Ms. Kaunain Esmile
Principal Nodal Officer
DBS Bank India Limited,
Express Towers
Nariman Point
Mumbai – 400 021.
Tel – +91 22 66147578
digibank / Treasures Customers (other than Credit Cards) can email at dbsnodalofficer@dbs.com
Corporate customers can email at dbsnodalofficer@dbs.com
Credit card customers can email at supercardnodal@dbs.com
Please click here for contact details of our Senior Management.
Grievance Redressal & Escalations for Demat Services
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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.
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.
- CCTV footage retrieval from Acquirer Banks
- Disputed POS /ePOS transaction – Request raised to acquirer through network/ third party aggregators.
- Disputed Mvisa transactions can take 45 calendar days
- Grievances related to Technology
- Complaints related to fraudulent transactions
- Cases involving 3rd party (other Banks/ merchants/ service providers)
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
Compensation
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.
To know more visit.
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.
Customer Service Committees of the Bank
- 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. To know more customers can contact their nearest branch. - Standing Committee on Customer Service
The committee shall meet every quarter , to review the use of grievance redressal initiatives like access through toll free numbers, help-line, emails, online complaints etc, to review the number of complaints received and redressed during the quarter, to analyse and discuss the feedback received in the Branch Level Customer Committee meetings. This committee is chaired by the Head of Consumer Banking.
Monitoring and Review:
The analysis of customer complaints shall include
- Types of customer complaints
- Turnaround Times of complaints resolution
- Top reasons/ areas of complaints
- Root cause analysis.
The committee also ensures that DBS Bank India Limited is compliant with all RBI regulations with regards to customer service and complaints. - Customer Service Committee of the Board (CSCB)
The CSCB shall review the various customer service initiates implemented by the bank from time to time and discuss on new initiatives to enhance the customer experience. CSCB will overlook the implementation of customer service guidelines issued by the regulatory bodies from time to time and suggest changes to existing processes and polices to improve overall service levels. CSCB will also review the functioning of the Standing Committee on Customer Service and oversee the effectiveness of the grievance redressal mechanism of the Bank.
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,
- if it is found that it is as per the terms and conditions of the products & services and/or
- due intimation has been given to the customer and/or
- it is as per the policies and processes laid down by the bank and/or
- as per guidelines received from RBI or any other regulatory body from time to time.
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:
- Complaints related to frauds, misappropriations, etc. except in respect of deficiency of service, if any, on the part of the bank
- a) Internal Administration, b) Human Resources, c) pay and emoluments of staff
- References in the nature of suggestions, requests for concessions in rate of interest charged, rejection of loan proposal, modifications in sanction terms and conditions, enhancement in credit limit, waiver / write off of loans, etc., which are primarily in the nature of commercial decisions.
- Complaints which have been decided by or are already pending in other fora such as Consumer fora, Courts, Debt Recovery Tribunals, etc.
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
Complaint Analysis 2021 – 2022
