Internal mechanism to handle Customer complaints/ grievances as per the Bank’s ‘Grievance Redressal Policy’ –
In order to make the Bank’s redressal mechanism more meaningful and effective, a structured system has been put in place.
Customers can contact the bank officials of the respective department (verbally or in writing) or speak to their Relationship Manager (RM) for resolution of their issues, explaining the details of the issue concerned.
Customers can also register their grievances by submitting a duly filed in ‘Complaint Form’
Alternately, customers can also write to the Bank at Qatar National Bank,SAQ, G-14, Ground Floor, 4 North Avenue, Maker Maxity, Bandra Kurla Complex, Bandra East, Mumbai-400051
Every complaint received shall be acknowledged and an acknowledgement shall be given to the customer immediately at the time of noting the complaint. All efforts will be made by the concerned Bank officials to sort out the matter.
Resolution of Grievances
Branch Manager is responsible for the resolution of complaints/grievances in respect of customer’s service by the branch. He would be responsible for ensuring closure of all complaints received at the branches. It is his foremost duty to see that the complaint should be resolved completely to the customer’s satisfaction and if the customer is not satisfied, then he may write to the Banking Ombudsman, a statutory body appointed by the Reserve Bank of India under its Banking Ombudsman Scheme 2006, to look into the provision of satisfactory service by banks. The complaint to the Banking Ombudsman can be done at - Banking Ombudsman situated at C/o Reserve Bank of India, Garment House, Ground Floor, Dr Annie Beasant Road, Worli, Mumbai 400 018.
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