Redressal of complaints and grievances

At DBS Bank India Limited (DBIL), we are committed to providing you with the highest quality of service that you, our valued customer, deserve.

DBS Bank India Limited (referred to as "DBIL," "the Bank," or "Bank" hereinafter) is a wholly-owned subsidiary (WOS) of DBS Bank Ltd (DBL), headquartered in Singapore. To ensure that we meet the minimum acceptance criteria of the DBS Group (referred to as "Group" or "the Group" hereinafter), DBIL leverages the experience and expertise of DBL when handling complex, long-term, large, or significant transactions. Additionally, DBIL considers certain policies and standards prescribed by DBL and adapts them to Indian regulations to ensure that its operations meet the Group's minimum acceptance criteria.

The Bank is committed to ensuring that all complaints received are recorded, acknowledged, and resolved. We also have an effective monitoring and escalation mechanism to ensure that customer complaints are addressed properly and in a timely manner, with detailed advice provided to the customer.

The Customer Grievance Redressal Policy outlines the framework for addressing customer grievances. The Bank ensures that this policy is made available in the public domain, including on our website and in our branches.

The Bank’s Grievance Redressal policy adheres to the following principles:

• Customers are treated fairly at all times.
• Complaints raised by customers are handled with courtesy and promptly.
• Customers are informed about avenues for escalating their complaints within the organization and their rights if they are dissatisfied with the resolution.
• Bank employees act in good faith and without bias, prioritizing the interests of the customers.

Applicability and Coverage

This policy applies to all customers of the bank.

Channels:

If you feel that our service does not meet your expectations at any point, we encourage you to use our various channels for sharing feedback or lodging complaints. Your feedback is important to us, and we are committed to addressing any concerns you may have promptly and effectively.

Customer Facilitation Center for RTGS and NEFT

For DBIL customers seeking assistance with RTGS or NEFT transactions:

• Contact number: 022-68330934. Our payment recall desk for NEFT and RTGS operates Monday to Friday, from 10:00 AM to 7:00 PM (excluding Public Holidays).
• E-mail: Customers can reach us at [email protected]

Visit our RTGS / NEFT Customer Facilitation Centre for further details.

We aim to address your concerns within 3 working days.

Levels of Escalation for Grievances and Complaints

Level 1 - Cluster Heads / Regional Nodal Officers

If our Customer Service Managers do not contact you within three working days or if you are dissatisfied with their response, kindly forward the grievance details to the Cluster Head or Regional Nodal Officer. Provide detailed information about your concern. Once your complaint is received, you should anticipate a response from the Cluster Heads or Regional Nodal Officers Officer within five working days.

Please provide the complaint reference number that was provided during your previous interaction with the Bank in order to assist us in gaining a more comprehensive understanding of your concerns and addressing them correctly.

Level 2 - Principal Nodal Officer

If the customer remains dissatisfied with the resolution provided, they may further escalate their concern to the Bank’s Principal Nodal Officer, anticipating a response within seven working days.

Contact details:

Anita Dixit
Principal Nodal Officer
DBS Bank India Limited,
The Ruby Towers,
6^th Floor,
Senapati Bapat Marg,
Dadar (W)
Mumbai – 400 028
Tel – +91 22 6614 7578

Digibank and Treasures customers (excluding Credit Cards), can reach us at [email protected]
Corporate customers can reach us at [email protected]
Credit card customers can reach us at [email protected]

For contact details of the Senior Management at DBS Bank, please click here.

Grievance Redressal & Escalations for Demat Services

Click here to view

Complaint Resolution Timeline

Appropriate timelines have been established for each step, taking into account the investigations and related regulations necessary to resolve the issue. Once the complaint is reviewed, the Bank will either provide a final response to the customer or notify them if additional time is needed for further investigation.

Certain types of queries that involve dependencies on external parties may require a longer Turnaround Time (TAT) for resolution. Examples include:

1. Retrieval of CCTV footage from acquirer banks
2. Disputed POS/ePOS transactions necessitating queries to acquirers through networks or third-party aggregators
3. Disputable Mvisa transactions, which may require up to 45 calendar days to be resolved
4. Grievances pertaining to technology issues
5. Complaints regarding fraudulent transactions
6. Cases involving third parties, including merchants, service providers, or other financial institutions

The Bank's grievance redressal mechanism also addresses issues related to the distribution of insurance products, guaranteeing that each level of the complaint is resolved within 14 working days of its receipt.

Compensation

If the Bank is obligated to provide compensation, it will be distributed to the complainant in accordance with the Bank's Compensation Policy.

Please Click for further information.

Timelines for logging in Credit Card complaints.

Any credit card complaint has to be recorded within the relevant window for disputed transactions or 60 days following the transaction date. The bank will address complaints that are received after 60 days within its best-effort policy.

Customer Service Committees of the Bank

1. Meeting of Branch Level Customer Committee
   Our branches host monthly branch level customer service meetings where clients get an opportunity to share feedback and suggestions aimed at enhancing our services. Senior citizen clients are also welcome to these forums so they may provide opinions on branch operations. Customers are advised to contact their closest branch for further details.
2. Customer Service Standing Committee
   In order to evaluate the efficacy of grievance redressal initiatives, including toll-free numbers, helplines, emails, and online complaints, the committee will meet on a quarterly basis. It will evaluate the volume of complaints received and resolved during the quarter, as well as the feedback collected from Branch Level Customer Committee meetings. The Head of Consumer Banking serves as the committee's chair.
   
   The monitoring and review of user complaints will include the following:
   
   
   • Various types of consumer complaints
   • Turnaround times for complaint resolution
   • main causes or grounds of complaint
   • Root cause analysis
   
   Furthermore guaranteed by the committee is DBS Bank India Limited's adherence to all RBI rules on customer care and complaint policies.
3. Customer Service Committee of the Board (CSCB)
   The CSCB will periodically review the bank's customer service initiatives, proposing new measures to enhance customer experience. It will oversee the implementation of customer service guidelines issued by regulatory bodies and recommend changes to existing processes and policies to improve service levels. Additionally, the CSCB will evaluate the Standing Committee on Customer Service's operations and ensure the effectiveness of the bank's grievance redressal mechanism.

Internal Ombudsman of the Bank

Following Reserve Bank of India guidelines, the complaints will be passed to the Bank's Internal Ombudsman in circumstances when the Bank chooses to deny or provide partial redress. Under the following conditions, complaints could be partially or totally denied:

• If they comply with the terms and conditions of the products and services, or
• If adequate notification has been provided to the customer, or
• If they adhere to the bank's established policies and procedures, or
• If they align with guidelines from RBI or other regulatory bodies as applicable.

The Bank's Internal Ombudsman will review complaints verified by the internal grievance redressal system that remain either partially or totally unresolved.

However, exceptions specified in Chapter III, Clause 8 of the Circular on Internal Ombudsman Scheme 2018 apply. Exclusions include:

1. Complaints related to frauds, misappropriations, etc. except in reference to insufficiency of service, if any, on the part of the bank - a) Internal administration, b) Human resources, c) Staff pay and emoluments
2. References in the form of proposals, requests for concessions in rate of interest charged, rejection of loan proposal, alteration in sanction terms and circumstances, increase in credit limit, forgiveness or write off of debts, etc., which are essentially in the nature of commercial decisions.
3. Complaints ruled upon by or already pending in other venues such Consumer fora, Courts, Debt Recovery Tribunals, etc.

The grievance redressal policy will be updated periodically to incorporate any new changes implemented by the Bank in handling complaints and grievances. It will also be revised to align with new regulations, revisions, or amendments released by regulators such as RBI or IBA.

Complaint Analysis

Complaint Analysis 2023 – 2024