Name of the Organization : State Bank of India
Type of Facility : Grievance Redressal Step-By-Step Procedure
Location : India

Website : http://www.sbi.co.in/portal/web/cust...ssal-mechanism

To view all posts related to <sbi.co.in>
Grievance Redressal Procedure :
The Bank has laid down procedures for fair and expeditious handling of customers grievances. In case of any difficulty in transactions, the customers may approach the officer concerned or the Manager of the Division or the Branch Manager, who will ensure that the customers needs are attended to. However, if this does not happen, customers may demand the complaint book, which is available in all branches, and lodge written complaint. A copy of the complaint shall be returned to customer with acknowledgement of receipt. Our efforts will be to ensure that the redressal of the complaint takes place expeditiously and in any case within a maximum period of three weeks. If for any reason the branch is unable to redress the grievance within three weeks the customer will be informed of the reasons and the action taken for early redressal.

In case of difficulty with the branch, or unsatisfactory reply in respect of complaint lodged with the Branch, the customer can approach the Deputy General Manager/Assistant General Manager of the Zonal Office under whose administrative control the Branch functions. The contact particulars of the Zonal Office can be obtained from the Branch or from the helpline numbers at the concerned Local Head Office. The helpline numbers are available at the Bank's website.

The customer is also welcome to write to grievance cell at the Local head Office under whose jurisdiction the Branch functions.

The addresses of the Local Head Offices are given below:
For help in ATM-cum-Debit card related operations, a customer may contact Toll-free helpline No. 1800-11-2211,1800-4253800 and 080-26599990 at New Delhi, Mumbai, Kolkata, Hyderabad, Bangalore, Chennai, Chandigarh, Lucknow, Bhubaneswar and Bhopal and the nearest card issuing branch or e-mail at contactcentre@sbi.co.in. In case the customer is not satisfied with the handling of his complaint, he may contact the General Manager (AC & PS) at Corporate Centre at the following address :

General Manager (AC & PS),
Ground Floor,B Wing
Sector 11 CBD Belapur
Navi - Mumbai 400614.
Tel No. 27566070 Extn.
E-mail address- gm.acps@sbi.co.in
Fax No. 27566052

For information about our Internet Banking, a customer may contact Toll-free helpline No. 1800-11-2211 of our Contact Centre. While have designed our system to give you the best internet banking experience, should you nonetheless have any complaint, you can use the Customer Care feature available in the post login section of our Internet Banking website or you may lodge the complaint at https://prepaid.onlinesbi.com/CMS/

The aggrieved customer can also write, giving full details of the branch, Account Number and the grievance, to :
The Deputy General Manager
Customer Services Dept.,
State Bank of India,
Corporate Centre, 4th floor
Madame Cama Road, Mumbai-400 021.

Tel : (022) 2202 9456, 22029451 Fax (022) 22885369
Email : dgm.customer@sbi.co.in

The Zonal Office, Local Head Office or the Corporate Centre as the case may be , will acknowledge the grievance within five days of receipt and initiate action to have the grievance resolved within a maximum period of three weeks. The customer will also be kept informed of the action taken, the reasons for delay if any, in redressal and the progress in redressal of grievance.

Banking Ombudsmen :
In case the customer is unhappy with the service or redressal provided by the bank he can also approach the Banking Ombudsmen located in State Capitals for redressal. The contact details and the procedure for approaching the Banking Ombudsmen will be provided by our helplines.

The details are also available at http://www.bankingombudsman.rbi.org.in/

Grievance Redressal Step-By-Step :
Step-1 :
In case of any Grievance with the services of the Bank You may please contact the Branch Manager (or) call at

Toll free Nos 1-800-425-3800 / 1-800-11-22-11
(or)
Send SMS “UNHAPPY’ to 8008202020
(or)
Submit your complaint/feedback “online” as per the COMPLAINT/FEEDBACK FORM available at www.sbi.co.in

Step-2 :
In case the grievance is not resolved within 10 days from the date of registration ((or)) You are not satisfied with the resolution offered by the branch

You may please contact the Netw(or)k Nodal Officer (select as per your branch location)

Step-3 :
In case the grievance is not resolved within 5 days from the date of escalation to the Netw(or)k Nodal officer (or) You are not satisfied with the resolution offered by the Netw(or)k Nodal Officer

You may please contact the Principal Nodal Officer General Manager (NBG-Co(or)dination )
State Bank of India, C(or)p(or)ate Centre,
State Bank Bhavan, Madam Cama Road,
Mumbai 400 021

Fax No : 022-22742431
Email : gm.customer@sbi.co.in

You may also write to the Chairman at the following address :
CHAIRMAN, State Bank Of India,
C(or)p(or)ate Centre, “State Bank Bhavan” ,
Madam Cama Road, Mumbai 400 021

Fax : 022-22742431
Email chairmansbi.customer@sbi.co.in

Banking Ombudsman :
In case the grievance is not resolved within 30 days from the date of registration (or) You are not satisfied with the resolution offered by the Bank You may please kindly take recourse to the Banking Ombudsman Scheme 2006

List of Banking Ombudsman : http://www.bankingombudsman.rbi.org.in/