Grievance Redressal
Sant Sopankaka Sahakari Bank Ltd. is committed to providing excellent customer service. We have established a robust mechanism for redressal of customer grievances.
Complaint Redressal Mechanism
Branch Level Redressal
As per the "Grievance Redressal in Banks" guidelines, a **Complaint Register** is available at every branch for our customers throughout working hours.
Complaint / Suggestion Box
A **Complaint / Suggestion Box** has been placed in each branch for customers to provide their feedback or lodge complaints easily.
तक्रार / सूचना पेटी
Complaint BoxGrievance Redressal Procedure
- If an oral complaint is received at the branch, it will be recorded in the register, and the Branch Manager will be responsible for resolving it to the customer's full satisfaction. The complaint must be closed after satisfactory resolution.
- If the customer is not satisfied, the Branch will contact the Administrative Office and seek guidance from the Nodal Officer to resolve the complaint.
- If it is still not resolved, the Nodal Officer will gather full information and resolve the complaint.
- If the customer makes a written complaint, the Branch Officer will record it in the register, gather complete information, and send the complaint application and details to the Administrative Office.
- The Nodal Officer will take complete information, contact the customer, and resolve the complaint.
- The complaint application will be placed before the Management Board. After reviewing the details, they will recommend final action to the Hon. Board of Directors.
- If a customer complains on the Web Site, the Nodal Officer will record it in the register and resolve it.
- The Nodal Officer will place the complaint application before the Hon. Management Board, and after taking appropriate information, will recommend final action to the Hon. Board of Directors.
Hierarchy and Time Frame
All customer complaints will be reviewed considering all aspects and resolved as early as possible.
| Authority | Time Frame | Further Action |
|---|---|---|
| Branch Officer | 2 to 3 Working Days | If the customer is not satisfied with the resolution, contact will be made with the Nodal Officer, Administrative Office. |
| Nodal Officer | 10 Working Days |
|
| Hon. Management Board | 30 Working Days | After reviewing the written complaint, appropriate action will be taken and recommended to the Hon. Board of Directors for final action. |
| Hon. Board of Directors Meeting | 30 Working Days | In the upcoming Board of Directors meeting, full information on unresolved oral and written complaints will be reviewed, a detailed report will be placed, and final resolution will be made. (The entire complaint will be resolved within 30 days). |
- If more time is required for resolution, the customer will be informed.
- If the customer is still not satisfied after the bank's resolution, they can complain directly to the Integrated Ombudsman of the Reserve Bank of India within 1 year.
- Acknowledgment of complaint resolution and closure will be taken.
- For customer service complaints, direct communication will be established to understand their expectations and resolve the issue. Staff will receive customer service and Soft Skill training as needed.
Escalation Matrix
For any complaints, please first contact your **Branch Manager**. If the resolution is not satisfactory, you may contact our Nodal Officer.
Nodal Officer / Grievance Redressal Officer & Integrated Ombudsman Scheme
Mr. Vishwajit Vasant Anande
Principal Nodal Officer
मुख्य नोडल अधिकारी : विश्वजित वसंत आनंदे
1039, Sopankaka Bhavan, Shukrwar Peth,
Tilak Road, Pune - 411002.
Customers can also approach the Banking Ombudsman if they are not satisfied with the bank's internal grievance redressal process.
Lodge Complaint with RBI Ombudsman