Kotak Mahindra Bank Personal Loan Customer Care Number

Kotak Mahindra Personal Loan Customer Care Number: 1860 266 2666 (24*7 customer contact centre)

+91 22 6204 2001 (abroad helpline number – chargeable)

NRI customers can use the following toll free Kotak Mahindra Personal Loan customer care numbers:

Country	Toll Free Number
USA	1855-3656767
Australia	001180044990000
Hong Kong	00180044990000
UK	0080044990000
Canada	18557684020
Singapore	+658001013054
UAE	80001830148

Kotak Mahindra Personal Loan Customer Care Grievance Redressal

Existing Kotak Mahindra Bank Personal Loan borrowers can approach the below mentioned channels for any issues related to the bank’s services:

Level 1

Personal loan customers can visit the bank branch to register their complaints or provide feedback related to its services. They can also use the below mentioned methods to register their complaints:

• Contact the Kotak Mahindra Personal Loan customer care numbers mentioned above
• Submit their complaint/query on the bank’s website
• Go to the inbox section of their net banking portal and provide their complaint
• Write to the bank with their grievances ans send to the following address:

Kotak Mahindra Bank Ltd.

P.O. Box: 16344, Mumbai – 400013

Customers who register their complaints either through Kotak Mahindra Personal Loan customer care number or by visiting the branch will get both SMS and email with the exact resolution Turn Around Time (TAT) on their registered mobile number. The TAT for resolution of some of the top complaints are mentioned below:

Complaint Description	TAT (Working Days)
Delay in loan processing/disbursal	15
Loan EMI debited from different bank account, incorrect amount debited or EMI still not debited	15
False commitment made by sales team related to interest rate, loan amount, fees and charges or insurance during the onboarding process	15

Level 2 – Service Assurance Centre

If the bank fails to provide satisfactory response to customer complaints within 7 days at Level 1, they can either send an email to the service assurance centre or fill the Grievance/Complaint Form (available on the bank’s website) and send it to the following address:

Kotak Mahindra Bank Ltd.
Service Quality, 4th Floor, Bldg No. 21,
Kotak Infiniti, Infinity Park,
Off. Western Express Highway,
General AK Vaidya Marg,
Malad (E), Mumbai – 400097

Kotak Mahindra Bank Personal Loan customers approaching Level 2 should have the service request number from the previous level on which the bank did not respond to ensure that they get faster grievance redressal.

Level 3 – Nodal Officer

Personal loan customers can get in touch with the bank’s nodal officer if their grievance has not been satisfactorily redressed at Level 2 within 5 working days. The nodal officer’s address and contact details are as folllows:

Ms. M. Raju
Address: Kotak Infiniti, 4th Floor, Zone 4
Bldg. No.21, Infinity Park,
Off Western Express Highway,
General AK Vaidya Marg,
Malad (E), Mumbai – 400097
Mon to Fri (10 am to 6 pm)
Telephone No: (080) 69428500

The Nodal Officer may not be able to provide adequate grievance redressal on phone and as such customers should send their complaints through email to help the bank provide the correct resolution.

Level 4 – Principal Nodal Officer

Customers can escalate their complaints to the Principal Nodal Officer in case they have not received adequate grievance redressal at Level 3 within 5 working days of making the complaint. The address and contact details of the Principal Nodal Officer is as follows:

Mr. K. Vora
Senior Executive Vice President
Kotak Infiniti, 4th floor, Zone 1, Bldg. No. 21,
Infinity Park, General AK Vaidya Marg, Malad (E),
Mumbai – 400097
Mon to Fri (10 am to 6 pm)
Telephone No: 080 69428600

Existing personal loan borrowers should send a detailed email of their complaint to the Principal Nodal Officer as he may not be able to provide adequate grievance redressal on the phone.

Level 5 – Banking Ombudsman

If the bank is not able to resolve its personal loan borrower’s grievance within 1 month, he/she can write to the Banking Ombudsman. Complainants can approach the Banking Ombudsman only after fulfilling the following conditions:

• The customer has sent a written complaint to the bank and the bank has taken one of the following steps:
  • rejected the complaint
  • not replied to the customer within 1 month of receiving the complaint
  • the customer was not satisfied with the bank’s reply.
• The complainant had lodged their grievance with the ombudsman within a year of the bank’s reply or within 13 months of registering the grievance (if the bank has not replied to his complaint)
• The complaint is not related to any matter settled/pending with the ombudsman, regardless of whether it was from the same complainant or along with other complainants/parties concerned.
• The complaint is not related to any matter pending/settled before a court, arbitrator, tribunal or any other forum/authority.
• The complaint is not abusive, vexatious or frivolous.
• The complaint is made to the bank before the expiry of the limitation period prescribed under the Indian Limitation Act, 1963.
• The complainant gives detailed information as specified under clause 11 of the banking ombudsman scheme.
• The complainant registers his/her grievance either on his/her own or through authorised representatives (other than an advocate unless he/she is the aggrieved party).

Note: Last checked on 29th March 2024