The Bank has adopted suitable policies for speedy and effective redressal of customer grievances and has multiple options for customers to register their grievances/complaints with Bank.
The first level in case of a grievance can be lodged at theÂ 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.
Alternatively, if customer is unable to visit a CSB Branch for registering a complaint, customers can register their complaints online.
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.
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)
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:
Shri V. Ganesan,
Head â€“ Recovery & Credit Monitoring,
CSB Bank Ltd,
Head Office, â€ś CSB Bhavanâ€ť, St. Maryâ€™s College Road
Thrissur 680 020, KERALA
Phone: 0487 2333020
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.
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
For help/ assistanceÂ in ATM cum Debit Card operations, customer may contact CSB Phone Banking* or submit the respective complaint form click here duly filled up, to the branch or mail the same to firstname.lastname@example.org.
For help/assistanceÂ in Netbanking operations, customer may contact CSB Phone Banking* or mail toÂ email@example.com.
For help/assistance in Mobilebanking operations, customer may contact CSB Phone Banking* or mail toÂ firstname.lastname@example.org.
General queries/GrievancesÂ â€“ Please contact CSB Phone Banking* or mail toÂ email@example.com.
(*CSB Phone Banking 24X7 at 1800 266 9090 (Domestic), +91 422 2228422(NRI) or +91 422 6612300 between 8.00 AM to 8.00 PM IST.)
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.