Grievance Redressal Policy
Introduction
- Placing customers at the heart of all operations is one of the Bank's fundamental values. The Bank believes that delivering a positive customer experience is essential to building trust and ensuring long-term relationships. Feedback from customers-especially in the form of grievances—is a valuable tool for improving service quality.
- This Grievance Redressal Policy has been developed in alignment with regulatory guidelines on customer service. It provides a structured framework for handling and resolving customer complaints effectively and efficiently.
- A complaint is defined as any shortfall or deficiency in the services promised to the customer. This could include delays beyond the committed turnaround time or failure to fulfill a customer's request as expected
Bank's Customer Grievances Redressal Policy follows the under noted principles:
- Customers be treated fairly at all times
- Complaints raised by customers are to be dealt with courtesy and in time
- Customers are fully informed of avenues to escalate their complaints/grievances within the organization and their rights to alternative remedy, if they are not fully satisfied with the response of the bank to their complaints.
- Bank will treat complaints efficiently and fairly as they can damage the bank's reputation and business if handled otherwise.
- The bank employees Would work in good faith and without prejudice to the interests of the customers.
- Complaints emanating from rural areas and those relating to financial assistance to priority sector and Government poverty alleviation programme also form part of the above process.
In order to make Bank's redressal mechanism more meaningful and effective, a structured system will function at Branches and Head Office, which will ensure that redressal sought is just and fair and is within the given frame-work of rules and regulation.
Internal Machinery to monitor & review Customer service/grievances
- If the customer wants to make a complaint, we will inform:
- Where to make complaint
- How a complaint should be made
- When to expect a reply
- Whom to approach for redressal
- What to do if customers are not happy about the outcome.
- If the customer complaint is received in writing, Bank will endeavour to send an acknowledgement/a response within a week. If customer complaint is relayed over phone at our designated customer care telephone number and keep customers informed of the progress within a reasonable period of time.
- After examining the matter, Bank will send a final decision within 30 days of receipt of complaint.
- We have a Nodal Officer number in which customers can lodge the complaint.
Key Elements of Customer Grievance Redressal Policy
The Bank has established a three-tier internal Customer Grievance Redressal Mechanism to help the customers derive solution at the earliest.
First Level: Branch Manager of every Branch of our Bank is well aware of the rules and provisions of Bank and Redressal Policy. Hence it is easy for customers to approach the said Manager and register his/her grievance with our Branch Manager
Nodal Officer: If the query/misunderstanding is not clarified at the first level or the first level authority requires expert opinion in clarifying the same, the customer/Branch Manager can approach the Nodal Officer (Assistant General Manager at HO) of our Bank to resolve the queries/complaints.
Principal Nodal Officer: If the query/complaint still remain unresolved the same may be referred to the Principal Nodal Officer of the Bank, who is presently the General Manager of the Bank. The details of the Nodal Officer/Principal Nodal Officer are provided in Annexure A.
Banking Ombudsman: If the matter is not resolved customer can file a complaint under RBIs Integrated Banking Ombudsman Scheme, 2021 which is a quasi-judicial authority to resolve customer grievances.
Process of resolution of grievance:
- Resolution of Grievances: The First Level i.e. Branch Managers as per above mentioned established mechanism would be responsible for resolving and closure of the customer grievances. It is the utmost duty of the said officials to see that the said complaint is resolved to the customer's satisfaction and that the customer is provided with alternative avenues of seeking Redressal in otherwise cases.
- Time frame: The complaint / query shall be registered with appropriate authorities within 7 working days from the date on which the said query / complaint was identified by the said customer. The said complaint / query shall be resolved within 15 working days from the receipt of the said complaint
- Value-added Interaction: Our bank highly acknowledges that the best way of Redressal of a customer grievance is proper communication and interaction by Bank's staff with the said customer on individual basis. It is observed that most of the complaints / queries are resolved at the very instant merely by a proper communication. Such communication shows the customer that his / her suggestions and feedback is valued and considered accurately for improvement in the overall performance of the Bank. By this means, the customers can be easily educated about bank's services etc. and the bank will gain a better footing in the industry due to strengthened loyalty amongst its customers
- Sensitizing operating staff on handling queries: The Bank affirms that its staff is well trained in handling complaints or basic functional queries arising out of day-to-day transactions. The Bank provides training to its staff from time to time to impart and hone the soft skills as well as functional knowledge. The respective designated Managers and Nodal Officers are responsible for ensuring the smooth functioning of the established internal Customer Grievance Redressal Machinery, efficiently at all such Branch Levels.
How to Raise a Grievance
If you are dissatisfied with any of our services, please follow the steps below to have your concern addressed effectively:
Step 1: Contact Your Branch / Customer Care
Your first point of contact should be the branch where you maintain your account. You may visit the branch in person or call our Customer Care number (+91-8137929505), or send complaint via email to info@coastalurbanbank.com , or visit Online Complaints Submission available on website https://coastalurban.bank.in/complaint.html to lodge your complaint. Our branch officials / customer care will try to resolve your issue at the earliest.
Branch Contact Details: Click Here for Branch Contact Details
Customer Care : +91-8137929505
Via Email : info@coastalurbanbank.com
Online Complaint Link : https://coastalurban.bank.in/complaint.html
Step 2: Escalate to the Principal Nodal Officer
If the response from the branch does not meet your expectations or remains unresolved, you can escalate your complaint to the Principal Nodal Officer.
Principal Nodal Officer Details:
General Manager
Phone: +91-474-2790015
Step 3: Approach the Nodal Officer
In case your concern still remains unresolved, you may write to our Nodal Officer, who will personally look into your issue and ensure a fair resolution.
Nodal Officer Details:
Assistant General Manager
Phone: +91-474-2790014
Step 4: File a Complaint with the Banking Ombudsman
If your grievance is not resolved within 30 days or you are not satisfied with the resolution, you may approach the Banking Ombudsman, a mechanism established by the Reserve Bank of India (RBI) for fair settlement of complaints against banks.
You can submit a complaint via:
Website: https://cms.rbi.org.in/
Press Release: https://bankingombudsman.rbi.org.in/
Address Locationwise: https://rbi.org.in/Scripts/AboutUsDisplay.aspx?pg=BankingOmbudsmen.htm
Postal Address: Shri R. Kamalakannan, C/o Reserve Bank of India, Bakery Junction, Thiruvananthapuram-695 033, Phone: 0471-2326769
Our Commitment
Coastal Urban Bank is committed to fair, prompt, and transparent resolution of customer grievances. We take all complaints seriously and strive to resolve them with courtesy and clarity.
Need help?
Please feel free to contact us - your satisfaction is our priority.
