REDRESSAL OF COMPLAINTS/GRIEVANCES
"Customer day" is observed at all the offices of the Bank across the Organisation covering branches, Zonal Offices and Head Office on 15th of every month (next day, if 15th is a holiday or a half day). On this day any customer can meet Senior/Top Executives of the Bank, including Chairman & Managing Director without prior appointment.
In case of any complaint, the matter may first be brought to the notice of concerned Branch Manager for immediate redressal. If the complaint is not redressed to the satisfaction of the customer, the matter may be taken up with the Zonal Manager.
If the complainant still feels unsatisfied with the response received, he can address his complaint to bank's Nodal Officer designated to deal with Customers' Complaints/ Grievances giving full details of the case.
After exhausting all the above machinery/channels, if the customer is still not satisfied, he may write to Chairman & Managing Director of the Bank.
If still not satisfied, he is free to take recourse to the followings:
- Office of the Banking Ombudsman located in State Capitals under
RBI Ombudsman Scheme, 2006.
- Directorate of Public Grievances, Govt. of India, Cabinet Secretariat,
Sansad Marg, New Delhi.
- Distt. Consumer Forum, under Consumer Protection Act, 1985,
REDRESSAL OF GRIEVANCES OF CUSTOMERS
In case of complaints related to Corruption/Bribe etc. same can be
sent to
Head Office Vigilance Department,
21 Rajendra Place, Bank House,
3rd Floor,
New Delhi-110008.
Contact Nos. 011-25737321 & 011-25818411.
1.Committee on Procedures and performances on Bank Audit (CPPAPS)
An adhoc committee on procedures and performances audit on customer services has been constituted in our bank, which is chaired by Executive Director, three General Managers and also include non officials from customers as its members to enable an independent feedback on the quality of customer service rendered by the bank
The adhoc committee has been entrusted not only the task of ensuing timely and effective implementation of the RBI instructions, but also that it receives the necessary feedback to determine that the instructions. Further it is reviewing the practice and procedures prevalent in the bank and takes necessary corrective action, on an ongoing basis.
2.Customer Service committee of the Board
This is apex committee of the bank overlooking all the aspects of customers service and is also reviewing the performances of the adhoc committee of the Bank on customer service. This Committee is also reviewing the performances of the implementation of the awards of the Ombudsman.
Banking Ombudsman Scheme
To enable resolution of complaints relating to deficiency in Banking Services you can also approach the Ombudsman of your Region. Salient features of the scheme are as follows:
(i) A complaint on any of the following grounds alleging deficiency in banking service may be filed with banking ombudsman having the jurisdiction:
(a) Non Payment /inordinate delay in the payment of collection of cheques, bills, drafts etc.
(b) Non- acceptance, without sufficient cause of small denomination notes tendered for any purpose and charging of commission in respect thereof.
(c) Non issue of drafts to customers and others.
(d) Non adherence to prescribed working hours by branches.
(e) Failure to honor guarantee/letter of credit /commitments by bank.
(f) Claims in respect of unauthorized or fraudulent withdrawals from deposit accounts, or fraudulent of a cheque or a bank draft etc.
(g) Complaints pertaining to the operation in any savings, current or any other account maintained with RBI directives, if any applicable to rate of interest on deposits.
(h) Complaints from exporters in India such as delays in receipt of export proceeds, handling of export collection of bills, etc., provided the said complaints pertain to the bank's operations on India.
(i)Complaints from Non-resident Indians having accounts in India in relation to their remittances from deposits and other bank related matters.
(j) Complaints pertaining to refusal to open deposit accounts without any valid reason for refusal
(k) and any other relating to the violation of the directives issued by the Reserve Bank of India in relation to Service.
(2) Complaints concerning loans and advances only in so far as they relate to the following may also be the banking Ombudsman having the jurisdiction.
(a) Non- observance of Reserve Bank Of India directives on interest rates;
(b) Delays in sanction /disbursement or non observance of prescribed time schedule for disposal of loan applications.
(c) Non acceptance of application for loans without furnishing valid reasons to the applications, and
(d) Non observance of any other directions or instructions of Reserve Bank as may be specified by the Bank for this purpose from time to time.
(3) The Banking Ombudsman may also deal with any such other matter as may be specified by the Bank from time to time in this behalf.
SCHEDULE
- I
In case any
clarification is required on matters relating
to customer service as given in Citizens’ Charter and for all complaint
against working of branches, please
contact the following :-
-
For all
complaints against working of Branches:
-
General
Manager (Inspection)
Punjab & Sind Bank, Bank House, 21 Rajendra Place,
New Delhi - 110 008. Phone
: 25726939
-
Deputy General
Manager (Inspection)
Punjab & Sind Bank, H.O. Inspection Department,
2239, Gurdwara Road, Karol Bagh,
New Delhi -110005. Phone : 25769911
-
The Zonal
Manager of Concerned Branch,
The address of the Zonal Offices is given in schedule - II
-
For Staff
Matters:
-
General Manager
(Personnel)
Punjab & Sind Bank, Bank House, 21 Rajendra Place,
New Delhi - 110008. Phone : 25817353
-
For all Advances
& Export Credit :
-
General Manager
(Advances),
Punjab & Sind Bank, Bank House , 21 Rajendra Place ,
New Delhi - 110008, Phone :
25783589
-
Other Official
who can be contacted :
-
Deputy General
Manager (Planning & Development)
Punjab & Sind Bank, Bank House, 21 Rajendra Place,
New Delhi-110008. Phone : 25765886
-
Chief Host :
-
The Customer
Service Division,
Punjab & Sind Bank, Bank House, 21 Rajendra Place,
New Delhi - 110008. Phone :
25719254
SCHEDULE
- II
NAME & ADDRESS of BANKING OMBUDSMAN AND AREA of OPERATION
|
Centre
|
Contact details
of the Office of
Banking Ombudsman
|
Area of Operation
|
|
Ahmedabad
|
Shri P.K.Brahma
C/o Reserve Bank of India
La Gajjar Chambers,
Ashram Road,
Ahmedabad-380 009
Tel.No.079- 26582357, 079-26586718
Fax No.079-26583325
email: bogujarat@rbi.org.in
|
Gujarat, Union
Territories of Dadra and Nagar Haveli, Daman and Diu
|
|
Bangalore
|
Shri. K.R.Ananda
C/o Reserve Bank of India
10/3/8, Nrupathunga Road
Bangalore-560 001
Tel.No.080-22210771, 080-22275629
Fax No.080-22244047
email: bobangalore@rbi.org.in
|
Karnataka
|
|
Bhopal
|
Shri B.P.Kanungo
C/o Reserve Bank of India
Hoshangabad Road,
Post Box No.32,
Bhopal-462 011
Tel.No.0755-2573772, 0755-2573776
Fax No.0755-2573779
email: bobhopal@rbi.org.in
|
Madhya Pradesh and
Chattisgarh
|
|
Bhubaneswar
|
Shri P.K.Jena
C/o Reserve Bank of India
Pt. Jawaharlal Nehru Marg
Bhubaneswar-751 001
Tel.No.0674-2396207, 0674-2396008
Fax No.0674-2393906
email: bobhubaneswar@rbi.org.in
|
Orissa
|
|
Chandigarh
|
Smt. Balbir Kaur
C/o Reserve Bank of India
New Office Building
Sector-17, Central Vista
Chandigarh-160 017
Tel.No.0172-2721109, 0172-2721011
Fax No.0172-2721880
email: bochandigarh@rbi.org.in
|
Himachal Pradesh,
Punjab and Union Territory of Chandigarh
|
|
Chennai
|
Shri
S.Gopalakrishnan
C/o Reserve Bank of India,
Fort Glacis,
Chennai 600 001
Tel No.044-25399170, 044-25395964
Fax No.044-25395488
email: bochennai@rbi.org.in
|
Tamil Nadu, Union
Territories of Pondicherry and Andaman and Nicobar Islands
|
|
Guwahati
|
Shri P.K.Datta
C/o Reserve Bank of India
Station Road,
Pan Bazar
Guwahati-781 001
Tel.No.0361-2542556, 0361-2540445
Fax No.0361-2540445
email: boguwahati@rbi.org.in
|
Assam, Arunachal
Pradesh, Manipur, Meghalaya, Mizoram, Nagaland and Tripura
|
|
Hyderabad
|
Dr. (Smt.) Deepali
Pant Joshi
C/o Reserve Bank of India
6-1-56, Secretariat Road
Saifabad,
Hyderabad-500 004
Tel.No.040-23210013, 040-23243970
Fax No.040-23210014
email: bohyderabad@rbi.org.in
|
Andhra Pradesh
|
|
Jaipur
|
Shri Rajendra Singh
C/o Reserve Bank of India,
Ram Bagh Circle,
Tonk Road, Post Box No.12,
Jaipur-302 004
Tel.No.0141-2570357/0141-2570392
Fax No.0141-2562220
email: bojaipur@rbi.org.in
|
Rajasthan
|
|
Kanpur
|
Shri B.K.Bhoi
C/o Reserve Bank of India
M.G. Road, Post Box No.82
Kanpur-208 001
Tel.No.0512-2361191/0512-2310593
Fax No.0512-2362553
email: bokanpur@rbi.org.in
|
Uttar Pradesh
(excluding District of Ghaziabad) and Uttaranchal
|
|
Kolkata
|
Shri P.K.Sarkar
C/o Reserve Bank of India
15, Nethaji Subhas Road
Kolkata-700 001
Tel.No.033-22306222/033-22305580
Fax No.033-22305899
email: bokolkata@rbi.org.in
|
West Bengal and
Sikkim
|
|
Mumbai
|
Shri N.Sadasivan
C/o Reserve Bank of India
Garment House,
Ground Floor,
Dr. Annie Besant Road,
Worli, Mumbai-400 018
Tel.No.022-24924607/022-24960893
Fax No.022-24960912
email: bomumbai@rbi.org.in
|
Maharashtra and Goa
|
|
New Delhi
|
Shri H Kulshreshtha
Banking Ombudsman
Reserve Bank of India Building
2nd Floor, 6, Sansad marg
New Delhi - 110001
Tel No. 011-23725219/23710882/23725445
Fax No. 011-23725218
email: bonewdelhi@rbi.org.in
|
Delhi, Haryana,
Jammu and Kashmir and Ghaziabad district of Uttar Pradesh
|
|
Patna
|
Shri C C Mitra
‘Biscomaun Towers’,
2nd Floor,
West Gandhi Maidan
Patna-800 001
Tel.No.0612-2201734/0612-2206308
Fax No.0612-2320407
email: bopatna@rbi.org.in
|
Bihar and Jharkhand
|
|
Thiruvananthapuram
|
Shri V.Krishnamurthy
C/o Reserve Bank of India
Bakery Junction
Thiruvananthapuram-695 033
Tel.No.0471-2332723/0471-2329676
Fax No.0471-2321625
email: bothiruvananthapuram@rbi.org.in
|
Kerala and Union
Territory of Lakshadweep
|
SCHEDULE
- III
ADDRESS OF ZONAL OFFICES
|
Zonal Office,
Amritsar
The Zonal Manager
Punjab & Sind Bank
Hall Bazar, Opp. Town Hall,
Amritsar (Punjab)
Tel: 0183-2545097
Fax : 0183-2553904
Zonal Office,
Bareilly
The Zonal Manager
Punjab & Sind Bank
Civil Lines,
(Gagandeep Complex)
Bareiily (U.P)
Tel : 0581-2428056
Fax : 0581-2421137
Zonal Office,
Bhopal
The Zonal Manager
Punjab & Sind Bank
186, M.P.Nagar, Zone-II
Bhopal (M.P)-462011
Tel: 0755-559311
Fax: 0755-559468
Zonal Office,
Bathinda
The Zonal Manager
Punjab & Sind Bank
Bhagoo Road, Bathinda
(Punjab)
Tel:0164-2212093
Fax:0164-2222165
Zonal Office,
Kolkata
The Zonal Manager
Punjab & Sind Bank
14/15,Old Court House Street,
Kolkata(West Bengal)
Tel : 033-22101373
Fax : 033-22485873 |
Zonal
Office, Chennai
The Zonal Manager
Punjab & Sind Bank
Ist Floor, 770-A Spenser Tower,
Anna Salai, Chennai-600002
Tel :044-28492888
Fax :044-28524037
Zonal
Office, Chandigarh I
The Zonal Manager
Punjab & Sind Bank
SCO-84-91, Bank Square,
Sector-17B, Chandigarh
Tel: 0172-704602
Fax : 0172-704501
Zonal
Office, Chandigarh II
The Zonal Manager
Punjab & Sind Bank
SCO:79 & 80, 2nd Floor,
Sector-17B, Chandigarh 160017
Tel: : 0172-5046942, 5046944, 5046945,
5046946, 5046947
Fax : 0172 - 5046943
Zonal
Office, New Delhi
The Zonal Manager
Punjab & Sind Bank
Sidhartha Enclave,
Ashram Chowk,
New Delhi-110014
Tel: 011-26347553, 26346434
Fax : 011-26347410
Zonal
Office,Faridkot
The Zonal Manager
Punjab & Sind Bank
Red Cross Bhawan,
Faridkot (Punjab)-151203
Tel: 01639-253993
Fax: 01639-252288
Zonal
Office, Gurdaspur
The Zonal Manager
Punjab & Sind Bank
Civil Lines, Gurdaspur (Punjab)
Tel: 01874-220887
Fax :01874-221086
|
Zonal Office ,Guwahati
The Zonal Manager,
Punjab & Sind Bank,
42,M.G. Road,
Guwahati(Assam) -781001
Tel : 0361-2524186
Fax : 0361-2540103
Zonal office ,
Haryana,
The Zonal Manager
Punjab & Sind Bank,
SCO-84-91, Bank Square,
Sector -17 B ,Chandigarh
Tel : 0172-702454
Fax - 0172-721493
Zonal office ,
Jalandhar
The Zonal Manager
Punjab & Sind Bank
Model Town, Jalandhar- 144003
Tel : 0181 -2440095
Fax : 0181-2274137
Zonal office ,
Jaipur
The Zonal Manager
Punjab & Sind Bank
C-29 , Govind Marg,
Adarsh Nagar, Jaipur -302004
Tel : 0141-2607708
Fax : 0141-2607313
Zonal Office ,
Lucknow
The Zonal Manager
Punjab & Sind Bank
Jawala Devi Building,
Lal Bagh, Lucknow
Tel : 0522-2224574
Fax : 0522-2221337
|
Zonal Office,
Ludhiana
The Zonal Manager,
Punjab & Sind Bank,
Kailash Chowk
Civil Lines
Ludhiana -141001
Tel : 0161-2406016
Fax : 0161 - 2406017
Zonal Office
,Mumbai
The Zonal Manager,
Punjab & Sind Bank,
Jayant Palker Marg,
Worli, Mumbai-400023
Zonal Office, Dehradun
Tel:
Email:
The Zonal Manager,
Punjab & Sind Bank,
Opposite Tehsil,
Amrit Kaur Road,
Dehradun - 248 001 (Uttaranchal)
Tel : 0135-2652490, 2653152, 2657287 & 2657298
Email : zo_dehradun@psb.co.in
Zonal Office ,Patiala
The Zonal Manager,
Punjab & Sind Bank,
Passi Road.
Patiala-147001
Tel : 0175-2220354
Fax : 0175-2215427
Zonal Office, Hoshiarpur
The Zonal Manager,
Punjab & Sind Bank,
Gurmukh's Tower,
Thanda By Pass Road,
(Near Bajwa Petrol Pump),
Hoshiarpur
Tel : (01882) 250154
Email : rrhpjal@psb.co.in
|
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