2. UPDATION OF SAVINGS BANK PASS BOOKS / STATEMENT OF ACCOUNTS: 

To get your passbook updated on presentation legibly with full entries. If the number of entries to be made is large, kindly leave the passbook against receipt showing the date when it can be collected back. 

You can obtain the statement of account indicating full details by 5th of every month in case you have not been issued a passbook. 

 
3. STANDING INSTRUCTIONS: 
You can give standing instructions to transfer specified amounts from your deposit/loan accounts periodically provided you keep a sufficient balance in the account.

 
4. ISSUE OF CHEQUE BOOK: 
You can obtain a new cheque book when your requisition slip appears next in the current cheque book.

 
5. IMMEDIATE CREDIT OF LOCAL/OUTSTATION CHEQUES: 
Customers can avail facility of the instant credit of outstation cheques up to Rs. 5000/-. The bank extends the facility to all depositors having proper conduct of the account without making a distinction about their status i.e. Saving Bank, Current or Cash credit.

The facility is also allowed to the customers at the Bank's Extension counter.
Normal collection charges are levied in case of outstation cheques and a charge of Rs. 5/- in case of local cheques.
In the event of cheque being returned unpaid, the bank can recover interest in conformity with the applicable interest rate directive of Reserve Bank of India for the period the bank is out of funds.
a) The interest is charged to the customer for the period between date of credit of the outstation cheques lodged and its return.
b) Interest is charged from the date of return of the cheque till the reimbursement of money to the bank.
c) Where the cheque is credited to a Saving Bank Account, no interest will be payable on the amount so credited if the cheque is returned unpaid.


6. COLLECTION OF LOCAL CHEQUES  
Your account should be credited and you are allowed free use of funds latest on the third working day from the day of acceptance of the cheque/draft at the counter (excluding Bank Holidays).

 
7. INTEREST PAYMENT FOR DELAYED COLLECTION : 
Bank assures its customers of collection of proceeds of outstation cheques within 14 days. No interest shall be payable in case credit against outstanding cheques is credited within the period of 14 days, from the date of collection. For any delay beyond this period the customer shall be entitled to interest as per applicable on Saving Bank Deposit.  

 
8. EXTENSION OF BUSINESS HOURS AT BRANCHES IN AREA-I CENTRES BY ONE HOUR FOR NON-CASH TRANSACTION : 

The following non-cash transactions can be effected in the one hour extended business hours at Area-I centres. 
The following non-cash transactions can be effected in the one hour extended business hours at Area-I centres. 
(a) Non-voucher generating transaction:
(i)Issue of Passbook/Statement of account;
(ii)Issue of cheque book;
(iii)Delivery of Term Deposit receipts/drafts;
(iv)Acceptance of share-application forms;
(v)Acceptance of clearing cheques;
(vi)Aceptance of bills for collection. 

(b) Voucher generating transactions :
(i) Issue of Term Deposit Receipt by renewal or transfer;
(ii)Acceptance of cheques for locker rent;
(iii)Acceptance of cheques for transfer credits 

 
9. SAFE CUSTODY SERVICES : 
You can avail Safe Custody Services at all branches of the bank for deposit of scrips/sealed covers and Bank's own deposit receipts only.

 
10. DISPLAY OF IMPORTANT INFORMATION AT THE BRANCHES : 
Branches should display at a conspicuous place : 

(a) Deposit Schemes; 

(b) Credit Schemes; 
(c) Rate of interest; 
(d) Time norms; 
(e) Exchange rates in case of branches dealing in Foreign Exchange; 
(f) Names and addresses of H.O. officials and Zonal Managers for Redressal of Grievences. 
(g) Name and address of the concerned Banking Ombudsman 
 
11. NOMINATION FACILITY : 
Nomination facility is available not only in individual deposit accounts but also in case of safe custody of articles and Safe Deposit Locker Accounts. This can be availed of in existing as well as new accounts. Nomination should be a rule unless you prefer not to nominate and it is recorded, to avoid conjecture of non-compliance.

Nomination can be made in respect of sole proprietary firms besides individual accounts. 

12. ACCEPTANCE OF SMALL DENOMINATION MULTILATED NOTES : 
Small denomination / mutilated notes are freely accepted and exchanged from all the customers without any limit and reservation (at designated branches). 
 
13. WITHDRAWALS IN SAVINGS BANK ACCOUNT : 
You can make upto 50 withdrawal each half year in your Saving Bank Account without paying any service charges. 
 
14. WITHDRAWAL FROM SAVINGS BANK ACCOUNTS THROUGH WITHDRAWAL SLIP : 
You can personally withdrawal upto Rs. 5.000/- from your Savings Bank account by withdrawal slip. Passbook should invariably accompany the withdrawal slip. 
 
15. RECEIPT OF INSTRUMENTS : 
The staff receiving any instrument like cheque, bill, etc. for collection should give a receipt on the counterfoil of pay-in slip to the lodger. 

16. PHOTOGRAPH OF DEPOSITOR : 
Photographs are not insisted upon at the time of opening of account in following cases : 
(a) New Savings Bank Account where cheque book facility is not asked for; and 
(b) Term deposits upto an amount of Rs. 10,000/-. 
 
17. ISSUE OF IDENTITY CARDS TO CUSTOMERS HAVING CURRENT/ CASH CREDIT ACCOUNTS : 
Identity Cards valid for one year are issued to those having Current / Cash Credit Accounts as well as to their authorized representatives at a fee of Rs, 100/-. 

18. BUSINESS HOURS : 
All those who enter the Banking Hall before close of business hours should be attended to. 
 
19. VALUE-DATING OF MAIL / TELEGRAPHIC TRANSFER : 
Credit is given for Mail Transfer within seven days (ten days in the case of North-Eastern States) from the date of deposit of funds. 

Telegraphic Transfers issued from and payable at State Capitals and Centres having population above 12 lakhs will be value-dated from third day. 

In case of delays, Bank will pay interest at the rate of 2 percent over the Savings Bank rate for the period of delay. 

20. PAYMENT OF INTEREST ON DEPOSIT MATURING ON A HOLIDAY : 
When due date of a tern deposit happens to be a holiday or a non-business working day, then you are paid interest for the intervening holiday/non-business working day. 

21. NAMES AND ADDRESSES OF H.O. OFFICIALS FOR REDRESSAL OF YOUR GRIEVANCES : 
In case of complaint/suggestions concerning the staff members/advances, the following officials at Head Offices can be contacted. 

For staff matters : 
Sh. H.S. Lamba, General Manager, Punjab & Sind Bank, 21 Rajendra Place, New Delhi - 110008 

For Priority Sector / Non-Priority-Sector / Export Credit:

For Priority Sector Credit 
Sh. G.S. Bindra, General Manager, Punjab & Sind Bank, 21, Rajendra Place, New Delhi.

For Non-Priority / Export Credit
Sh G.S. Rekhi, Chief General Manager, Punjab & Sind Bank, 21, Rajendra Place, New Delhi.

You can also contact Zonal Manager of the Branch to which the complaint relates. Address and telephone numbers of the respective Zonal Managers are displayed in the branches.

You have free access to the Chairman & Managing Director at Head Office of the Bank at New Delhi. Locally, you can meet the Branch Manager/Zonal Manager on 15th of every month from 3.00 p.m. to 5.00 p.m. 

Customer Service Committee Meetings are held on monthly basis on first Monday of each month at all branches/Zonal Offices. You can also attend the same and give your suggestions/air your grievances. 

22. REFUND OF ADVANCE LOCKER RENT : 
Locker rent for three years is recovered in advance. If locker is surrendered before three years, you are entitled to get refund of the advance rent for the remaining years after recovery of rent due. However, if locker is used for less than one year, rent for the whole year would be charged. 

23. CREDIT OF INTEREST IN SAVINGS ACCOUNT: 
You are entitled for credit of interest in your Savings account at half yearly rests latest by 10th August and 10th February. 
 
24. PAYMENT OF PENSION: 
Pension is to be disbursed during the last four working days of the month except in March when Pension will be paid on the first working day of April. 

25. AUTOMATIC RENEWAL OF FIXED DEPOSITS: 
Unless we receive instructions to the contrary, your Fixed Deposit Receipt will be automatically renewed on its maturity without presentation of the receipt for the period of the original deposit receipt. 
 
26. DEDUCTION ON INCOME TAX AT SOURCE IN CASE OF TERM DEPOSITS: 
(i) If you are entitled to receive interest income in excess of Rs.10,000/- and you furnish to us a Declaration on Form 15H to the effect that the tax on your estimated total income of the relevant Assessment Year will be Nil, then no Income Tax will be deducted at source. 
(ii) You have to be provided the certificate of tax deducted at source within one and half month from the date of credit or payment of the amount as the case may be. 
 
27. EXEMPTION TO PENSIONERS : 
(i) If pension is to be credited to your Savings Account, then you are exempted from maintenance of minimum balance in your Savings Account and no incidental charges will be levied. 
(ii) Pensioner’s representative is allowed to present withdrawal slip provided it is accompanied by pass book and an authorisation letter from the pensioner for receiving payment on his behalf, not exceeding monthly pension amount. 
 
28. CONCESSIONS TO RELIGIOUS, WELFARE ,SERVICE ,CHARITABLE INSTITUTIONS: 
Collections of instruments favouring religious, welfare ,service and charitable institutions is done at par. Issue of drafts ,pay order, mail/telegraphic transfers of these institutions is done at par. However, postage is recovered. Institutions exempted from payment of Income Tax are only eligible. 
 
29. CONCESSIONS TO DEFENCE PERSONNEL: 
Concessions are extended to Defence Personnel in active service only. Collection of outstation cheques/drafts, etc. as well as issue of drafts, pay orders, mail/telegraphic transfers in their account is done at par but postage is recovered. 
 
30. CONCESSION TO BLIND,PHYSICALLY HANDICAPPED,DISABLED INDIVIDUALS AND INSTITUTIONS SET UP FOR THEIR BENEFIT: 
Institutions set up for the benefit of blind , physically handicapped and disabled individuals are allowed, collection of upcountry instruments at par . Similarly, payments made by these institutions to their own beneficiaries by way of drafts, pay orders, mail/telegraphic transfers are allowed, free of charge . However, postage cost is recoverable. These institutions to be eligible for concessions should be exempted from levy of Income Tax. 

The individuals accounts of the above categories of persons are identified by the Branch Managers at the time of opening the accounts ,banking services such as issue of drafts, pay orders , mail/telegraphic transfers are rendered to the debit of the persons account only and not against Cash, Postage expenses are however recovered. 
 
31. PROCEEDS OF FIXED DEPOSITS AND INTEREST THEREON : 
Transfer of funds on maturity of term deposits as well as periodical interest on such deposits to another branch of the Bank is done at par. 
 
32. FREE CHEQUE BOOKS 
For Savings bank accounts of individuals three cheque books of 20 leaves each free of charge in a calendar year shall be supplied. A service charge @ Rs.30/- per cheque book of 20 leaves each shall be levied for cheque books supplied over and above the aforesaid limit. Service charge are subject to change without notice. 
 
33. TRANSFER OF ACCOUNTS IN THE BANK 
If deposit account is transferred within the bank from one branch to another and there is continuity in the account then interest is payable for the transit period as well. 
 
34. BANKING OMBUDSMAN SCHEME: 
To enable resolution of complaints relating to deficiency in Banking Services you can also approach the Banking OMBUDSMAN of your Region. Salient features of the scheme are as follows: 
GROUNDS OF COMPLAINT 

(1) A complaint on any of the following grounds alleging deficiency in banking service may be filed with the banking OMBUDSMAN having the jurisdiction: 
(a) Non-payment/inordinate delay in the payment or collection of cheques, bills, drafts etc 
(b) Non acceptance, without sufficient cause of small denomination notes tendered for any purpose and for charging of commission in respect thereof; 

(c) Non-issue of drafts to costomers and others. 
(d) Non-adherence to prescribed working hours by branches 
(e) Failure to honour guarantee/letter of credit/commitments by Bank ; 
(f) Claims in respect of unauthorised or fraudulent withdrawals from deposit accounts, or fraudulent encashment of a cheque or a bank draft etc. 
(g) Complaints pertaining to the operation in any Savings, Current or any other account maintained with the Bank such as delays, non-credit of proceeds to parties' accounts, non-payment of deposits or non-observance of Reserve Bank 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 bills, collection of bills, etc. provided the said complaints pertain to the Bank's operations in India. 
(i) Complaints from Non-Resident Indians having accounts in India in relation to their remittances from abroad, deposits and other bank related matters; 
(j) Complaints pertaining to refusal to open deposit accounts without any valid reason for refusal and 
(k) any other matter relating to the violation of the directives issued by the Reserve Bank in relation to banking service 
 
(2) Complaints concerning loans and advances only in so far as they relate to the following may also be filed with the banking OMBUDSMAN having the jurisdiction : 
(a) Non-observance of Reserve Bank 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 applicants, and 
(d) Non-observance of any other directions or instructions of Reserve Bank as may be specified by the Reserve 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 Reserve Bank from time to time in this behalf. 
 
PROCEDURE FOR FILING COMPLAINT 
(1) Any person who has a grievance against a Bank relating to the banking service as enumerated under above clause of the scheme, may himself or through his authorized representative make a complaint to the Banking Ombudsman within whose jurisdiction the Branch office of the Bank complained against is located; 
(2) The complaint shall be in writing duly signed by the complainant or his authorized representative ( other than an advocate ) in a form specified in the Annexure A of the scheme and shall state clearly the name and address of the complainant, the name and address of the branch or office of the bank against which the complaint is made, the facts giving rise to the complaints supported by documents, if any, that are desired to be relied upon by the complainant, the nature and extent of the loss caused to the complainant, the relief sought from the banking OMBUDSMAN and a declaration about the compliance of the conditions referred to sub clause 3 of this clause. 
(3) No complaint to the Banking OMBUDSMAN shall lie unless 
(a) the complainant had before making a complaint to the Banking Ombudsman made a written representation to the Bank named in the complaint and either the Bank had rejected the complaint or the complainant had not received any reply within a period of one month after the Bank concerned received his representation or the complainant is not satisfied with the reply given to him by the Bank; 
(b) the complaint is made not later than one year after the cause of action has arisen as per clause (a) above 
(c) the complaint is not in respect of the same subject matter which was settled through the office of the Banking Ombudsman, in any, previous proceedings, whether or not received from the same complainant or along with any one or more complainants of any one or more of the parties concerned with the subject matter; 
(d) the complaint does not pertain to the same subject matter for which any proceedings before any court, tribunal or arbitrator or any other forum is pending or a decree or award or final order has already been passed by any such competent court, tribunal, arbitrator or forum and 
(e) the complaint is not frivolous or vexatious in the nature. 
(4) Notwithstanding the previous of sub-clause 3(d) of this clause, it would be open to the Banking OMBUDSMAN to entertain a complaint falling under the scheme provided the banking OMBUDSMAN is satisfied with the documentary evidence produced before him by the complainant that; 
(a) the interests of the complainant has suffered adversely on account of lapse or inaction on the part of the bank or due to connivance on the part of any employee of the bank facilitating the unauthorised or fraudulent withdrawal from the bank account of the complainant or encashment as the case may be; 
(b) no interim injuction or stay order or any other direction, either restraining the bank from making payment of the amount of claim as made by the complainant or the complainant from agitating his claim simultaneously, before any other forum, has been passed by any court, tribunal or arbitrator or any other such forum before whom the claim of the complainant is pending adjudication and 
(c) in the opinion of the Banking OMBUDSMAN the disposal of such pending proceeding is likely to take longer time. 

NAME AND ADDRESS OF BANKING OMBUDSMAN AND AREA OF OPERATION 

Maharasthra & Goa 
C/o Reserve Bank of India 
Garment House, Ground Floor 
Dr. Annie Besant Road, Worli 
MUMBAI-400018 
Tel:4924607 / 4960893 
Fax:022-4960912

Bihar & Jharkhand 
Biscomaun Towers, II Floor,
West Gandhi Maidan 
Patna - 800001 
Tel.:236453(NCC) 

Andhra Pradesh 
C/o Reserve Bank of India 
Annexe Building, 
Ground Floor, 
Saifabad, Hyderabad – 500004 
Tel:3210013 / 3243970 
Fax:040-3210014

Uttar Pradesh excluding Distt. of Ghaziabad & Uttaranchal 
C/o Reserve Bank of India 
M.G.Road, Post Box No.82 
Kanpur-208001 
Tel.:361191 / 310593 
Fax:0512-362553 

Rajasthan 
C/o Reserve Bank of India 
Ram Bagh Circle, Tonk Road 
Post Box No.12,Jaipur-302 004 
Tel:570357 / 570392 
Fax:0141-562220 
 
Assam, Arunachal Pradesh,Manipur,
Meghalaya, Mizoram, Nagaland and Tripura
C/o Reserve Bank of India
Station Road, Pan Bazar,
Guwahati-781001
Tel.:542556 / 540445
Fax:0361-540445
 
Himachal Pradesh,Punjab and
Union Territory of Chandigarh 
C/o Reserve Bank of India 
New Office Building,Sector-17 
Central Vista, Chandigarh-160 017 
Tel:709 589/721011 
Fax:0172-721880 

Orissa
C/o Reserve Bank of India
Pt.Jawaharlal Nehru Marg,
Bhubaneswar-751001
Tel.:418007/418008
Fax:0674 –418006 

Karnataka 
C/o Reserve Bank of India 
No.10/3/8,Nrupatunga Rd, 
Post Box No.6768, 
Bangalore-560 002 
Tel:221 0771/227 5629
Fax:080-224 4047 
 
Tamil Nadu, Union Territory of 
Pondicherry and Andaman & Nicobar
Islands
C/o Reserve Bank of India
Kuralagam Building
(3rd floor) Esplanade
N.S.C.Bose Road
Chennai – 600108
Tel.:5341645/5341619
Fax: 044-5341607 
 
Delhi. Haryana, Jammu & Kashmir and
Ghaziabad District (U.P.) 
Jeevan Bharti Building 
Tower-1,7th Floor 
124 Connaught Circus 
New Delhi-110-001 
Tel:372 5445/371 0882 
Fax:011-372 5218 
 
West Bengal & Sikkim
C/o Reserve Bank of India
15,Netaji Subhash Road,
Kolkata –700001
Tel.:2206222 / 2205580
Fax:033-2205899 

Madhya Pradesh & Chattisgarh
C/o Reserve Bank of India 
Hoshangabad Road 
Post Box No.32, BHOPAL –462011 
Tel.:573772/573776 
Fax:0755-573779 
 
Gujarat, Union Territories of Dadra and
Nagar Haveli,Daman and Diu
C/o Reserve Bank of India
La Gajjar Chambers , Ashram Road
Ahmedabad-380009
Tel.:6582357/6586718
Fax:079-6583325 

Kerala, Union Territory of Lakshadweep,
C/o Reserve Bank of India
Bakery Junction, P.O.Box No.6507
Thiruvananthpuram-695033
Tel.:329676/332723
Fax:0471-321625 
 
In case any clarification is required on matters relating to customer service as given in Customer Facilitation Manual, please contact any one among the following: 
 
1. Sh. P.S. Ghawri
General Manager,
Punjab & Sind Bank,
Bank House, 21 Rajendra Place,
New Delhi-110008
Tel.: 5765519, 5817353 

2. Sh H.S. Hoon
Deputy General Manager,
Punjab & Sind Bank,
Bank House, 21 Rajendra Place,
New Delhi-110008
Tel.: 5765886 
 
3. The Zonal Manager of Concerned Branch.
The name and address of the Zonal Manager is displayed in the branch 
 
4. HO P & D Department, 
Bank House, 
21 Rajendra Place, 
New Delhi