Complaints Redressal

Grievance Redressal Mechanism

The bank has adopted suitable policies for speedy and effective redressal of customer grievances. The first level in case of a grievance is the Branch which has first-hand knowledge about the customer and the details of the complaint. The customer may lodge a written complaint at the branch which will be duly acknowledged along with a copy of the complaint. If the complaint is not resolved within a reasonable period or if the nature of resolution does not meet the standards expected by the customer, the grievance may be stepped up to higher levels as shown below:

Level II: Zonal Nodal Officers

The unresolved grievance may be taken up with the Zonal Nodal Officers who are entrusted with the duty of redressal of grievances which have not been resolved at the branch level. (For contact details of the Nodal Officers please click here)

Level III. Banks’ Principal Nodal Officer

In case the grievances have not been resolved to the satisfaction of the customer by the two levels as above, the matter may be taken up with the Principal Nodal Officer of the Bank:

Sri. Deepak George T
Asst. Gen. Manager (Branch Service)
The Catholic Syrian Bank Ltd
Head Office, St. Mary’s College Road
Thrissur 680 020
branchservice@csb.co.in
deepakgeorge@csb.co.in

The Zonal Nodal Officer or the Principal Nodal Officer, as the case may be, will acknowledge the grievance within five days of receipt and start proceedings to resolve the grievance within a maximum period of three weeks. The customer will be suitably apprised about the progress of the actions and the reasons for the delay in the process of resolution.

Level IV Banking Ombudsman

If the customer feels disappointed with the solutions provided by the various levels within the bank, or if he does not get a satisfactory reply within a period of one month, he may approach the Banking Ombudsman located in the respective state capital. The details of the Banking Ombudsman are available here

Grievances related to ATM cum Debit Card operations

For instant help in ATM cum Debit Card operations, customer may contact Toll free Number 1800 266 9090 or submit the respective complaint form click here duly filled up, to the branch or mail the same to atm@csb.co.in.

 Analysis of Complaints

Disclosure of Complaints - 01.04.2016 to 31.03.2017

Insurance Ombudsman

A person who has a grievance against an insurer may approach the Insurance Ombudsman for Redressal of any grievance arising out of an insurance policy.

The complaint can be in writing to the Insurance Ombudsman within whose territorial jurisdiction the branch or office of the insurer complained against or the residential address or place of residence of the complainant is located if the following conditions are met.

1. The complaint has been provided in writing to the insurer.

2. Either the insurer has rejected the complaint or

3. The complainant had not received a reply within one month;

4. The complainant is not satisfied with the reply given to him by the insurer;

5. And no complaint has been lodged on this issue with any other court (including consumer forum and arbitrators).

For more details on the Insurance Ombudsman Scheme, please download this FAQs document.