Customer complaint flowchart

Bank Portal / At Branch

↓

Branch Manager

(To resolve complaint within 7 days)

If rejected or partially closed to be referred to

Bank’s Nodal Officer / Internal ombudsman 

↓

Central OfficeConcerned Department

↓

Bank’s Nodal Officer / Chief Nodal Officer

(If not satisfied)

↓

RBI

↓

Bank’s Nodal Officer / Chief Nodal Officer

(Reply to customer through branch)

↓

Bank’s Internal Ombudsman

(Partially rejected / rejected complaint will be discussed with

Concern department and Chief Nodal officer

Thereafter referred back to branch or customer) 

↓

RBI