Customer complaint flowchart

You may register complaints/grievances through the following levels of the Bank's Grievance Redressal Mechanism:

1. 1

   Level 1 – Branch/Complaint Portal

   • Complaint Register available at the Branch;
   • A written complaint submitted at the Branch;
   • Complaint Box available at the Branch;
   • Complaint/Grievance Portal available on the Bank's website.
2. 7 days

   If you do not receive a response within 7 days from the date of lodging the complaint at Level 1, or if you are not satisfied with the response received, you may escalate the complaint to the Central Office of the Bank at the following address/contact details:

3. 2

   Level 2 – Central Office

   Name

   Mr. Kaushal Lokhandwala (In Charge AGM)

   Address

   Vasudhara Bhavan, Timaliawad, Nanpura Surat-395001

   Telephone

   0261-2381609

   Email

   kaushal.lokhandwala@spcbl.bank.in

4. 5 days

   If you do not receive a response from the Central Office within 5 days, or if you are not satisfied with the response provided by the Central Office, you may further escalate the grievance to the Nodal Officer of the Bank at:

5. 3

   Level 3 – Nodal Officer

   Name

   Mr. Ashutosh Gharia

   Address

   Vasudhara Bhavan, Timaliawad, Nanpura Surat-395001

   Telephone

   0261-2381600

   Email

   nodal.officer@spcbl.bank.in

6. 30 days

   Where the complaint is not resolved by the Bank to the customer's satisfaction, or where the customer does not receive a response from the Bank within 30 days from the date of lodging the complaint, you may approach the Reserve Bank – Integrated Ombudsman Scheme, subject to the eligibility and other conditions prescribed under the Scheme.

7. 4

   Channels for approaching RBI Ombudsman

   Online

   RBI Complaint Management System (CMS): https://cms.rbi.org.in

   Email

   crpc@rbi.org.in

   By Post

   Centralised Receipt and Processing Centre (CRPC)
   Reserve Bank of India, 4th floor, Sector 17
   Chandigarh – 160017