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For Grievances / Complaints
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Grievance Redressal

CTCB policy on customer grievances redressal is based on the following principle:

The customer is the middle of the Bank’s products, services and the existence/growth of bank depends upon the level of customer service and the satisfaction of the customers. Thus requirement of existence of a suitable mechanism for receiving and redressing customer grievances courteously, promptly and satisfactorily. Any mistakes made by the Bank should be rectified immediately. The details of grievances redressal mechanism must be in the domain of public knowledge’.

The above principle is incorporated in the Bank’s policy of grievances redressal.

Grievances relating to branch transactions:

In case of any difficulty faced by customer undertaking banking transactions with the bank, the customers may approach the Manager operations at the branch, who will ensure that the customers’ banking needs are attended to. However, if this does not happen, customers may demand the complaint book/Form, which is available in the branch and lodge a written complaint. Bank will provide a copy of the complaint as an acknowledgement of receipt of complaint. The bank’s endeavour is to ensure that the redressal of the complaint takes place expeditiously and in any case within a maximum period of three weeks. If for any reason the branch is unable to redress the grievance within three weeks the customer will be informed of the reasons and the action taken for early redressal.

Bank has created following “Levels” for customer grievance redressal mechanism to provide better customer service and speedy complaints redressal.

New Delhi Branch

Level-I
Customers, in case they have any grievances/complaints, may approach the following officer for a resolution, at the bank office at Birla Tower, Upper Ground Floor, 25 - Barakhamba Road, New Delhi 110001.

Swarna Latha Somayajula - Operation Manager
Telephone 011-43688810
Email This email address is being protected from spambots. You need JavaScript enabled to view it.

In case the complaint is not resolved within 7 days of receipt of complaint, the complainant is free to approach the level II as follows:

Level-II
In case the customer is not satisfied with the resolution, they may approach the following for a redressal of their grievance/complaint, at the bank office at Birla Tower, Upper Ground Floor, 25 - Barakhamba Road, New Delhi 110001.

Ashim Bakshi – Nodal Officer
Telephone 011-43688846
Email

This email address is being protected from spambots. You need JavaScript enabled to view it.

In case the complaint is not resolved within 7 days of reporting to level 11 , the complainant is free to approach the level 111 as follows:

Level-III
In the event, the grievance/complaint still remains unresolved, the customer may escalate the matter to the following, at the bank office at Birla Tower, Upper Ground Floor, 25 - Barakhamba Road, New Delhi 110001.

Eric Lu – CEO & Branch Head
Telephone 011-43688823
Email This email address is being protected from spambots. You need JavaScript enabled to view it.

Level-IV
In case the customer is not satisfied with the redressal at the bank level, it may approach the Office of the Banking Ombudsmen at RBI New Delhi for a resolution :

Shri R. K. Tandon – The Honourable Banking Ombudsman
Telephone 011-23730633 / 23736270 / 23736271 / 23725445 / 23710882
Email This email address is being protected from spambots. You need JavaScript enabled to view it.
Fax 011-23725218
Address Reserve Bank of India,
Sansad Marg,
New Delhi – 110001

 

Sriperumbudur (Chennai) Branch

Level-I
Customers, in case they have any grievances/complaints, may approach the following officer for a resolution, at the bank office at Plot No 42 (Old No 105) Chennai Bangalore Highway – NH4,Sriperumbudur,Kancheepuram, District Tamil Nadu 602105

ALLEN LAI - Branch General Manager
Telephone 044-66227711
Email This email address is being protected from spambots. You need JavaScript enabled to view it.

In case the complaint is not resolved within 7 days of receipt of complaint, the complainant is free to approach the level 11 as follows:

Level-II
In case the customer is not satisfied with the resolution, they may approach the following for a redressal of their grievance/complaint, at the bank office at Birla Tower, Upper Ground Floor, 25 - Barakhamba Road, New Delhi 110001.

Ashim Bakshi – Nodal Officer
Telephone 011-43688846
Email This email address is being protected from spambots. You need JavaScript enabled to view it.

In case the complaint is not resolved within 7 days of reporting to level II , the complainant is free to approach the level III as follows:

Level-III
In the event, the grievance/complaint still remains unresolved, the customer may escalate the matter to the following, at the bank office at Birla Tower, Upper Ground Floor, 25 - Barakhamba Road, New Delhi 110001.

Eric Lu – CEO & Branch Head
Telephone 011-43688823
Email This email address is being protected from spambots. You need JavaScript enabled to view it.

Level-IV
In case the customer is not satisfied with the redressal at the bank level, it may approach the Office of the Banking Ombudsmen at RBI New Delhi for a resolution :

Shri K. Chandrachoodan – The Honourable Banking Ombudsman
Telephone 044-25399170, 044-25395963 and 044-25399159
Email This email address is being protected from spambots. You need JavaScript enabled to view it.
Fax 044-25395488
Address Reserve Bank of India, Fort Glacis, Chennai 600 001

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