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).
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:
Customers who wish to provide feedback or send in their complaint may use the following Channels available with the Bank:
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 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.
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
DBS Bank Ltd
16th Floor, Express Towers
Mumbai – 400 021.
Tel – +91 22 66147578
Email – firstname.lastname@example.org
We shall respond to your complain within 7 working days.
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.
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
Mumbai – 400 021.
Tel – +91 22 66388847
Email – email@example.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.
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:
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.
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.
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.
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.
The analysis of customer complaints shall include
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).