Bandhan Bank Home Loan Customer Care Number

Bandhan Bank Home Loan Customer Care Number

1800-258-8181 (Toll Free)
033-44099090
033-66333333
033-40903333

Grievance Redressal

Bandhan Bank Home Loan customers can go through the following channels for the resolution of their grievances/complaints:

Level 1 – Branch/Phone Banking Centre/Banking Unit/Housing Finance Centre/Social Media

Existing home loan borrowers can approach the branch manager if they are not satisfied with the services provided by the lender. They can fill the complaint form (available in branches or on the bank’s website) or write a letter and submit it to the branch head or any other officer in the branch. Every branch should provide a complaints/suggestion box for customers to drop their queries/grievances, a complaint book to provide customers with an acknowledgement of their complaints and a complaint register to record complaints received directly from the head office/govt.

Every banking outlet should display a notice explaining the Grievance Redressal Mechanism. Further, the bank should also post information related to the mechanism on their website.

Bandhan Bank Home Loan customers can also lodge grievances/complaints either on the toll-free customer care number mentioned above or through the following email id:

customercare@bandhanbank.com

Customers can also visit the bank website and go to the ‘share your feedback’ section to submit their grievances, queries or feedback online.

The Head Phone Banking Centre is responsible for resolving complaints received over telephone at the Phone Banking Centre or by mail in the ID customercare@bandhanbank.com. The Head Marketing must track the complaints received through social media platforms. Any complaints received from social media platforms will promptly get forwarded to the Phone Banking/Grievance Redressal Team for further resolution.

The bank must resolve a complaint within 7 days. If the complaint’s resolution lies with another department/bank branch, or if it involves fraud cases, legal cases and cases that need retrieval of documents/old records, the resolution time would be up to 10 working days from the date of complaint. If a case needs additional time, the bank will inform the customer of the reasons for and provide expected time lines for resolution.

Level 2 – Cluster Head

If the customer is not satisfied with the reply of the Branch Manager, they can escalate the matter to the concerned Cluster Heads (contact details of the cluster head will be available in the branch) or the Bank’s Nodal Officers to Banking Ombudsman of the concerned area (list available in the bank’s website). Alternatively, the customer may also directly escalate the complaint to the bank’s Head Office (details provided in the next section).

The Cluster Head will relook into the matter and try to resolve the grievance within 10 working days from receipt of the complaint at Cluster Office. The Bank will inform a customer if a case needs additional time, provide reasons for the delay and give the expected resolution timeline.

Level 3 – Head Office

If a customer is not satisfied with complaint resolution taken by the Branch / Cluster Head, he may escalate the issue to the Principal Nodal Officer, Head-Banking Operations and Customer Service at the head office. His address and contact details are as follows:

Mr. Nand Kumar Singh

Head – Banking Operation & Customer Service

Email Id: pno@bandhanbank.com

Ph No.: 033-6609-0909

The Head-Banking Operations and Customer Service should send the reply to the complainant within 15 working days of receipt of the complaint at Head Office.

Level 4 – Banking Ombudsman

If the customer is not satisfied with the resolution provided by the bank, they may approach the Office of the Banking Ombudsman.

The details of the offices of the Banking Ombudsman and the respective Regional/Cluster Heads, who act as Nodal officers, are mentioned below:

The Nodal Officer is responsible for receiving complaints referred from the Banking Ombudsman’s office, investigating them, taking corrective actions for their resolution and submitting their reply within the pre-decided timelines allowed by the Ombudsman. They will be prompt in submitting any information called for by the Ombudsman. The respective Nodal Officers should also register all such complaints in the bank’s complaint management application and maintain records for future reporting/reference.

Note: Last checked on 11th July 2024