Level 1: Branch Office / Head office

Complaints are first handled directly by the concerned Branch Manager for Branches and Superintendent (A & D) for Head office . Higher levels remain visible for governance.

TAT: 10 Days

Level 2: Superintendent (A&D)

Automatically escalated if unresolved at Level 1, or if the customer re-opens a resolved complaint.

TAT: 10 Days

Level 3: Manager (HO) / CEO

Final escalation level for persistent grievances demanding executive review.

TAT: 10 Days

Re-open Policy Customers may re-open a resolved complaint ticket within 14 days of resolution. Upon re-opening, the complaint will be escalated to the next appropriate level without resetting the original TAT clock. If no response or re-opening request is received within the 14-day period, the ticket will be automatically and permanently closed thereafter.

External Escalation If a customer remains displeased even after resolution of grievance at Level-3, they may visit the RBI Ombudsman Portal.