Dcb’s
Policy On Grievance Redressal
Our Service Commitment
At DCB, we are committed to providing convenient
and reliable solutions to help customers achieve
their financial goals. We consider customer satisfaction
as a critical measure of our success.
As a member of Banking Codes and Standards Board
of India, we have voluntarily adopted the Code
of Bank’s Commitment to Customers and
we intend to fulfill the commitments made therein.
Customer complaints or any expression of dissatisfaction
about a product or service or non-compliance to
the Code of Bank’s Commitment to Customers
will be dealt with courteously and within a defined
time frame. We shall act in good faith and treat
our customers fairly at all times. We shall continuously
strive to improve our service quality through
meaningful analysis of the complaints with a view
to enhance customer experience.
Creating Awareness
Customers will be given information regarding
the following:
- Process for filing of complaint;
- Process for escalation of complaint to a
higher authority in the Bank in case of delayed
or unsatisfactory response;
- Their rights to alternative remedy in case
of dissatisfaction with Bank’s response
to their complaint.
Appropriate displays will be put up at branches
and on our website giving the above information.
All employees of the Bank will be trained to
handle customer complaints and be fully aware
of the Bank’s policy and process with regard
to grievance redressal.
Channels for Complaints
- Customer Care Centre : Customers
shall have 24 hours telephonic access to Customer
Care Centre where their complaints can be resolved
by our Customer Care Executives.
- E-mail : Customers can e-mail
their complaints to customercare@dcbl.com.
- Website : Customers can
also register their complaints at our website
www.dcbl.com by filling up the Complaints Form.
- Letters : Customers can
write to the Bank at Development Credit Bank
Ltd., P.O.Box No.7643, Malad (West), Mumbai
400064
- Branch : Customers can approach
any branch and speak to Manager Customer Service
(MCS) or Relationship Manager (RM) for resolution
of their issues. Corporate Banking Customers
can speak to their respective RMs regarding
their complaints.
- Internet Banking : Customers
can write to the online Accounts Manager, by
logging in to their accounts through Internet
Banking.
Time Frame for Resolving
Complaints
We believe that swift resolution of complaints
will give us a distinct competitive advantage.
- It is our endeavour to resolve complaints
within 10 working days.
- Should it take more than 7 working days for
resolving a complaint, customers will be sent
an interim response intimating the expected
date of resolution.
Escalation
If for any reason, Customer Care Centre and Branch
are unable to provide the customer with a response
or satisfactory resolution within the defined
time frame, customer can escalate the complaint
to the Nodal Officer at the Corporate Office on
e-mail or write to him. The contact details of
the concerned official shall be prominently displayed
at branches as well as on our website.
Customer Care Centre and branches will be required
to escalate the unresolved complaints beyond the
defined time frame upto the level of Business
Unit Head and to the Nodal Officer, giving complete
details of the complaints, reasons for delay /
inability to resolve the complaint or estimated
date by which it is expected to be resolved.
Banking Ombudsman
If we are unable to provide customers with a
satisfactory solution within a month, they may
get in touch with the Banking Ombudsman appointed
by Reserve Bank of India under the Banking Ombudsman
Scheme, 2006, which enables resolution of bank
complaints relating to certain services. Copies
of the Scheme and List of Offices of Banking Ombudsman
will be made available on our website and at our
branches.
We shall endeavour to send our response / representation
to the Banking Ombudsman within a maximum of 15
working days from the receipt of the complaint.
Voice of Customer
The Bank believes that actively pursuing the
Voice of Customer generates genuine business intelligence
that enhances an organization’s products
and services and increases customer loyalty and
satisfaction.
Our branches will hold at least one Customer
Service Committee meeting every quarter to seek
feedback / suggestions from the customers on our
products, services and complaints management.
Customers would also be encouraged to send their
feedback / suggestions on e-mail to customercare@dcbl.com.
Key feedback / suggestions would be placed before
the Standing Committee of Customer Service at
the corporate office.
Role of Customer Service
Committees
Customer Service Committee of Board
This sub-committee of the Board is responsible
for review of deposit policy, data and analysis
of complaints and periodic survey of customer
satisfaction, compliance with Code of Bank’s
Commitment to Customers and any other issues impacting
the quality of customer service rendered.
Standing Committee of Customer Service
This committee will be chaired by MD
& CEO and will evaluate customer feedback,
ensure regulatory instructions on customer service
are followed, review service improvement projects
/ initiatives and ensure implementation of Code
of Bank’s Commitment to Customers.
Monitoring and Reporting
Complaints shall be monitored to provide useful
information to identify areas that can be improved,
like –
- level of customer satisfaction on how the
complaint was handled
- how well the complaint management system meets
its objectives
- whether repeat problems are being identified
and corrected.
Information will be shared with Business Unit
Heads and the relevant Support Units so that suitable
actions are taken towards improving our products
and services.
Monthly Reports will be placed before Head –
Quality and MD & CEO. In addition, reporting
will be done to Standing Committee of Customer
Service and Customer Service Committee of the
Board.
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