Sep 12, 2014
KYC is one time exercise while dealing in securities markets - once KYC is done through a SEBI registered intermediary (broker, DP, Mutual Fund etc.), you need not undergo the same process again when you approach another intermediary.
Sep 05, 2014
Prevent Unauthorized Transactions in your demat account --> Update your Mobile Number with your Depository Participant. Receive alerts on your Registered Mobile for all debit and other important transactions in your demat account directly from Depositories on the same day.
*Issued in the investors interest.
Grievances related to Designated Depository Participant (DDP) and Custodian Services for Investment in Indian Securities
For any grievances related to Designated Depository Participant (DDP) and Custodian Services for your Investment in Indian Securities please do send us an email on BusinessCarein@dbs.com and we shall respond to your grievance at the earliest.
No need to issue cheques by investors while subscribing to IPO. Just write the bank account number and sign in the application form to authorise your bank to make payment in case of allotment. No worries for refund as the money remains in investor's account.
For list of bank branches for Bankers to Issue / ASBA application, please click here
SEBI Complaint Redress System (SCORES)
Filing compliant on SCORES – Easy & quick
- Register on SCORES portal
- Mandatory details for filing complaints on SCORES
- Name, PAN, Address, Mobile Number, E-mail ID
- Effective Communication
- Speedy redressal of the grievances
To view the details of your DEMAT Account or lodge your grievances please click here
Compliance with Tax Requirements
FOREIGN ACCOUNT TAX COMPLIANCE ACT (FATCA) & COMMON REPORTING STANDARD (CRS)
- Disclosure of Information
You authorise us, our staff and any other person who by reason of their scope of work or capacity or office have access to our records, registers or any correspondence or material with regards to all to your personal and account information (“Personal Information”), to disclose any Personal Information, where such disclosure is required by any applicable laws (including applicable laws imposing any reporting and/or withholding obligations on us such as those relating to the United States Foreign Account Tax Compliance Act (FATCA) & Common Reporting Standard (CRS) as may be amended, superseded or replaced), to:
(a) any of our branches, representative offices, related companies, subsidiaries, or any of our other offices, wherever situated;
(b) any government, quasi-government, regulatory, fiscal, monetary or other authority, agency body or person, whether in India or elsewhere; and
(c) any party to whom we are under a duty to disclose or where we in good faith deem it in our interest to make such disclosure
- Notification of change in circumstances
You will promptly notify us in writing of any change in:
(a) your particulars, circumstances, status, including any change in citizenship, residence, tax residency, address(es) on record, telephone and facsimile numbers and email addresses; and
(b) (where applicable) your constitution, shareholders, partners, directors or company secretary, or the nature of your business.
- Cooperation with enquiries
You will cooperate fully in respect of any enquiry that we may make for the purposes of compliance with any applicable law including (including the laws relating to the United States Foreign Account Tax Compliance Act and Common Reporting Standard as may be amended, superseded or replaced and/or any other reporting and/or withholding requirements of any government) including promptly providing all relevant information, details and/or documents as may be necessary to enable us to comply with the same.
- Right to withhold payments or close Accounts
Any sum that may be payable by us to you shall be subject to all applicable laws, including any withholding tax requirement, foreign exchange restriction or control. You agree and acknowledge that pursuant to the foregoing we may perform, or cause to be performed withholding of any monies payable to you, deposit any such monies into a sundry or other account and/or retain such monies pending determination of the applicability of such withholding tax requirement, foreign exchange restriction or control. We shall not be liable for any losses that may be incurred by reason of such withholding, retention or deposit.
You agree that we have a right to terminate your account at any time without having to give any reason or notice.
- Inconsistent terms
If there is any inconsistency between the terms herein and any other terms governing the relevant product and/or service, the terms herein shall prevail insofar as they relate to our compliance with tax, reporting and/or withholding requirements (including but not limited to the United States Foreign Account Tax Compliance Act & Common Reporting Standard as may be amended, superseded or replaced).
- Cheque Collection Policy
- DBIL Business Continuity Measures
- DBIL Statutory Audit Policy
- Resolution Framework – 2.0: Resolution of Covid-19 related stress of Individuals and Small Businesses
Terms and Conditions
Our Commitment to Fair Dealing
Chairman, DBS Board and Senior Management are committed to deliver fair dealing outcomes for our customers.
As a bank born and bred in Asia, we believe in building relationships with our customers and doing the right thing by our customers. Applying these principles to our day to day business activities, we commit to:
- only sell products and services that are suitable for our customers;
- ensure our sales staff are thoroughly trained and equipped with the necessary knowledge and skills to provide quality information to our customers;
- be clear and transparent to our customers, keep them fully informed;
- be responsive to our customers' needs and requests, attend to complaints promptly and effectively.
DBS has taken proactive steps to build towards delivering fair dealing outcomes for our consumer banking customers in India. We have:
- strengthened our sales process, putting in expanded fact finding process, enhanced risk disclosure and additional customer-product suitability checks;
- stepped up staff training and testing our staff on their product knowledge and skills regularly;
- continued to ensure that our staff remuneration is based on a balanced scorecard approach, taking into account quality of the fact find process and customer satisfaction.
DBS will continue to put in place best practices, so as to uphold the standards expected of a leading bank in Asia.
Code of Bank's Commitment to Customers
Memorandum of Association and Articles of Association
Redressal of complaints and grievances
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) 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 group 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 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 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.
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 1800 209 4555 / 1860 267 1234 or our overseas customer service number +91 44 6685 4555.
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 email@example.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.
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
DBS Bank India Limited
16th Floor, Express Towers
Mumbai – 400 021.
Tel – +91 22 66147578
Email – firstname.lastname@example.org
We shall respond to your complaint within 7 working days.
Please click here for contact details of our Senior Management.
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
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.
- Standing Committee on Customer Service
The committee shall meet at periodic intervals, to review the 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 the feedback received in the 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 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.
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).
Banking Ombudsman Scheme
Enhancing Security of Card Transactions
Details of the bank
Corporate Identity Number: U65999DL2018FLC329236
Corp Office: First Floor, Express Towers, Nariman Point, Mumbai 400021. Tel: + 91 22 6638 8888 Fax: +91 22 6638 8899
Regd. Office: GF: Nos.11 & 12, Capitol Point, Baba Kharak Singh Marg, Connaught Place, Delhi 110001. Tel: + 91 11 6653 8888 Fax: +91 11 6653 8899
Doorstep Banking Services (DSB)
DBIL shall offer Doorstep banking (DSB) for Branch Banking Customers certain customer segments including Senior Citizens of more than 70 years of age and differently abled or infirm persons (having medically certified chronic illness or disability) including those who are visually impaired.
List of services offered under Doorstep Banking Services
- Cash deposition (Cash pick-up)
- Cash delivery against withdrawal from account.
- Pick up of instruments against receipt (Clearing cheques/ Demand Draft/ Pay Order/ Fund Transfer cheques)
- Delivery of Demand Draft/ Pay Order
- Submission of KYC documents
Various modes of requesting the above listed services shall include via e-mail, fax, telephonic instructions initiated by Self or through DBS India Relationship Managers or Branch Customer Service personnel.
List of Branch locations wherein doorstep banking service can be availed
DBS would offer the doorstep services within Municipal limits in the six cities of Mumbai Metropolitan Region(MMR) and Delhi-NCR Region. In other cities or locations where DBS branches are located, the doorstep banking services would be provided on a best effort basis.
How to avail services through DSB facility?
Customers can on-board the request under DSB facility by enrolling for the same. For the one-time enrollment, assistance would be provided by
DBS India Relationship Manager or Branch Customer Service personnel.
Eligibility criteria for availing DSB services
- Senior Citizen (more than 70 years of age)
- Differently abled or infirm persons (having medically certified chronic illness or disability)
- Visually impaired persons
For Doorstep Banking Services (DSB) Charge Schedule and General Terms and Conditions click here
COVID advisory from Indian Banks' Association
‘RBI Kehta Hai’ is an initiative of the Reserve Bank of India to educate the public about its regulations which are aimed at enhancing the quality of customer service in banks.
Be a well-informed bank customer to make a better choice, isiliye…
“RBI Says…Be Aware, Be Alert!”
Click here to know more!