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 shall ensure that all the complaints received are recorded and resolved, but shall also ensure effective monitoring / escalation mechanism to ensure 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).

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.

Applicability/Coverage:

This policy is applicable to all customers of the bank.

Channels:

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.
    Business Care: Corporate customer may contact business care on 1800 103 6500 | 1800 419 9500 | +91 44 4334 6600 (Overseas Number). Operation of Business Care is from Monday to Friday, 10.00 AM to 7.00 PM (excluding Public Holidays)
  • E-mail: Customers can email at customercareindia@dbs.com
    Corporate customers can email at BusinessCarein@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.

Get In Touch

Call Us: 1800 209 4555

Get In Touch

Call Us: 1800 209 4555

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 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 - Nodal Officer

If you are still not satisfied with the resolution you receive, please write to the Nodal Officer and We shall respond to your complaint within 7 working days.

Ms. Kaunain Esmile
Nodal Officer
DBS Bank Ltd
16th Floor, Express Towers
Nariman Point
Mumbai – 400 021.
Tel – +91 22 66147578
Email – dbsnodalofficer@dbs.com

We shall respond to your complain within 7 working days.

Level 3 - Senior Management

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 - Chief Executive Officer and General Manager

If you are not satisfied with the response, please write to Chief Executive Officer and General Manager. You will receive a response within a period of 7 working days of Chief Executive Officer and General Manager receiving the complaint.

Mr. Surojit Shome
Chief Executive Officer & General Manager, India
DBS Bank Ltd
19th Floor, Express Towers
Nariman Point
Mumbai – 400 021.
Tel – +91 22 66388847
Email – ceodbsindia@dbs.com

If you do not hear from the Chief Executive Officer and General Manager. 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.

Banking Ombudsman

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. Or you can visit the link

If you are not satisfied with our grievance redressal, you may contact the Banking Ombudsman. (Contact details for Banking Ombudsman Offices)

To know more about the Banking Ombudsman Scheme 2006 and amendments dated February 2009 and July 2017, click here to view the document.

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 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

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. Analyse and discuss Branch Level Customer Committee meetings.

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 India is 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

Compliant Analysis 2016 - 2017