Customer Service Policies - Customer Care
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Customer Service Policies
A. Policies
- Policy on Depositors’ Rights Version 6.0 (481 KB)
- Customer Rights, Grievance Redressal and Compensation Policy 2024 (Version 5) (769 KB)
- Policy on Multi City Cheques (Issuance, Collection & Dishonour) (Version-3.0) (638 KB)
- Policy on Doorstep Banking Services for Individual Customers Version 5.0 (232 KB)
(481 KB)B. Grievance Redressal Mechanism
- RBI Master Directions on Internal Ombudsman (IO) 2023 (378 KB)
- Internal Ombudsman Scheme 2018 (2.5 MB)
- Reserve Bank Integrated Ombudsman Scheme 2021 (193 KB)
If any customer is not satisfied with Bank's resolution, he/she may approach RBI Ombudsman by visiting https://cms.rbi.org.in
Codes for Customer Service
- Fair Lending Practice Codes
- Code of Commitments to Customers (BCSBI CODE) (406 KB)
- Customer Matters (1.8 MB)
- Code of Bank's Commitment to Micro and Small Enterprises (BCSBI Code)
- Customer Day (30 KB)
Regulatory Disclosure
- Statement of complaints received and disposed during the FY 2024-25 (166 KB)
- Statement of complaints received and disposed during the FY 2023-24 (168 KB)
- Statement of complaints received and disposed during the FY 2022-23 (140 KB)
- Statement of complaint received and disposed during the FY 2021 - 22 (624 KB)
- Statement of complaints received and disposed during the FY 2020-21 (617 KB)
- Statement of complaints received and disposed during the FY 2019-20 (474 KB)
- Statement of complaints received and disposed during the FY 2018-19 (235 KB)
- Statement of complaints received and disposed during the FY 2017-18 (229 KB)
- Statement of complaints received and disposed during the FY 2016-17 (228 KB)
- Statement of complaints received and disposed during the FY 2015-16 (228 KB)
Last Updated On : Wednesday, 25-03-2026
