Understanding the 3-Level Grievance Redressal Matrix
If you have an issue with unauthorized transactions, hidden fees, or reward point discrepancies, contacting standard customer care is often just the first step. By mandate of the Reserve Bank of India (RBI), every bank must provide a structured escalation matrix.
Level 1: Customer Care (Phone/Email) - This is your first point of contact. Always ensure you receive a formal "Ticket Number" or "Service Request (SR) Number" after lodging your complaint.
Level 2: Grievance Redressal Officer / Nodal Officer - If your issue is not resolved within 7 to 10 working days, or if the resolution is unsatisfactory, you must escalate the ticket to the Nodal Officer using your existing SR number.
Level 3: Principal Nodal Officer (PNO) - The highest internal authority for customer grievances. If the PNO fails to provide a satisfactory resolution within 30 days of your initial complaint, you are legally entitled to file a complaint directly with the RBI Banking Ombudsman.