Grievance Redressal

2. Prescribed waiting period before foreign currency cheque proceeds are credited
3. Customer response used to evaluate service quality
4. Person designated to receive proceeds of a deceased account holder
6. Frequency of Customer Service Excellence Committee meeting at zonal office
13. TAT — maximum time stipulated to resolve a complaint (full form prefix)
14. Process of resolving and settling customer complaints
15. Government portal for public grievances; bank resolves within 21 days
16. Amount of Rs.5,000/day levied for delayed release of gold loan collateral
17. Type of officer designated as Principal contact under Banking Ombudsman Scheme (abbr.)
18. Banking authority customers can approach if unsatisfied with bank's resolution

1. Financial payment made to customers for bank's service deficiency
5. Bank's foreign currency account held with a correspondent bank abroad
7. Safe deposit facility provided by the bank at branches
8. Formal complaint raised by a customer against the bank
9. Raising a complaint to a higher authority when unresolved at branch level
10. Every information related to a deficiency in bank service reported by a customer
11. Final reply sent to complainant with outcome of grievance
12. Primary point of contact for customer complaints at ground level
15. Tool for lodging complaints in our Bank
19. Mechanism that monitors implementation of Banking Ombudsman Scheme guidelines