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1.
Introduction:
In the present scenario of competitive banking, excellence in customer service is
the most important tool for sustained business growth. Customer complaints are part of the business
life of any corporate entity. This is more so for banks because banks are service
organizations. As a service organization, customer service and customer satisfaction should be
the prime concern of any bank. The bank believes that providing prompt and efficient service
is essential not only to attract new customers, but also to retain existing ones.
This policy document aims at minimizing instances of customer complaints and
grievances through proper service delivery and review mechanism and to ensure prompt redressal of
customer complaints and grievances. The review mechanism should help in identifying
shortcomings in product features and service delivery. Customer dissatisfaction would spoil
bank’s name and image. The Bank’s policy on grievance redressal follows the under noted
principles:
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Customers be treated fairly at all times.
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Complaints raised by customers are dealt with courtesy and on time.
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Customers are fully informed of the avenues to escalate their complaints/ grievances
within the organisation and their rights to alternative remedy, if they are not fully satisfied
with the response of the Bank to their complaints.
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Bank will treat all complaints efficiently and fairly as they can damage the bank’s
reputation and business if handled otherwise.
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The Bank employees must work in good faith and without prejudice to the interests of
the customers.
In order to make
Bank’s redressal mechanism more meaningful and effective, a structured system needs
to be built up towards such end. Such system would ensure that the redressal sought is just and
fair and is within the given frame work of rules and regulation. The policy document would
therefore be made available at all branches and all the employees would be made aware of the
complaint handling process.
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