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Grievance Redressal Mechanism in SVC Co-operative Bank Ltd

Customers are advised that SVC Co-operative Bank Ltd. has a put in place customer grievance redressal mechanism and processes to ensure prompt in-house resolution of all their customer complaints, which is as under:

I. Complaint Book is available in each branch for the convenience of the customers to lodge complaint.

In case of any complaint, the matter may be first 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 Second Level contact given below.

Time frame for resolving the complaints received at different levels:
If the complaint is made with the Branch Head, it will be resolved within 4 working days from the date of the receipt of the complaint by the Branch Head.

a. If there is no response to your complaint after expiry of 4 working days from the date of the receipt of the complaint by the Branch Head, then it may be referred to respective Divisional Manager at C.O./Zonal Office (Second level).

b. If there is no response to your complaint after expiry of 4 working days from the date of the receipt of the complaint at the DM level, then it may be referred to AGM/DGM level (Third level).

II. Bank has 8 Zonal Offices headed by Divisional Manager /Asst. General Manager/Deputy General Manager. Branches covered under these Zones along with Telephone Nos.. of these Zonal Offices are as under:

Zone Name Branches Covered Second Level Contact Third Level contact Contact No.
Mumbai Mumbai, Navi Mumbai, Thane Divisional Manager, Retail Distribution, Mumbai Asst. General Manager, Retail Distribution, Mumbai 022-71991000
Mumbai Branches in Gujarat Divisional Manager, Corporate Banking Asst. General Manager, Retail Distribution, Mumbai 079-26871143/42/40
Mumbai Branches in Nashik Divisional Manager, Corporate Banking Asst. General Manager, Retail Distribution, Mumbai 0253-2353553/554
Pune Branches in Pune area, Ahmednagar, Solapur Divisional Manager, Retail Distribution, Pune Asst. General Manager, Retail Distribution, Pune-Kolhapur-Aurangabad 020– 60606071
Kolhapur Branches in Kolhapur area, Icchalkaranji, Jaisingpur, Karad, Sangli, Belgaum , Goa Divisional Manager, Retail Distribution, Kolhapur Asst. General Manager, Retail Distribution, Pune-Kolhapur-Aurangabad 0231-2659527
Marathwad Branches in Aurangabad, Nagpur, Akola, Amravati, Jalna, Jalgaon, Khamgaon, Latur, Nanded, Waluj Divisional Manager, Corporate Banking Asst. General Manager, Retail Distribution, Pune-Kolhapur-Aurangabad 0240-2324931/4929
Bengaluru Branches in Bengaluru, Mangalore, Shirali, Hubli, Dharwad, Chennai, Hyderabad, Secunderabad, Mysore, Coimbatore Divisional Manager, Retail Distribution, Bengaluru Asst. General Manager, Bengaluru Region 080-26604785
New Delhi Branches in New Delhi Divisional Manager, Corporate Banking Dy. General Manager, Retail Distribution, Mumbai 011-25753869

III. In charge of Loans & Advances –Retail, SME & Large Borrowers

Mr. Ravinder Singh
Head - Corporate Banking 
SVC Co-operative Bank Ltd. 
SVC Tower, J. Nehru Road
Vakola, Santacruz (East)
Mumbai - 400 055

IV. For queries related to Retail Distribution

Mr. Sanjay Rajoria
Deputy General Manager - Retail Distribution
SVC Co-operative Bank Ltd. 
Unit No.601-602-603
Dosti Pinnacle Plot No. E-7
Road No.22
Wagle Estate, Thane 400604

V. If the customer is not satisfied with the reply given by the above he may approach Nodal Officer of the Bank, appointed by our Bank under the Banking Ombudsman Scheme, 2006.

Mr. Manoj M. Rane
AGM-Privilege Banking (Nodal Officer)
SVC Co-operative Bank Ltd.
Unit No.601-602-603
Dosti Pinnacle Plot No. E-7
Road No.22
Wagle Estate, Thane 400604
Contact : 71991454
Email : ranemam@svcbank.com

VI. If customer is not satisfied with the Nodal Officer’s reply , he may approach the Managing Directorof the Bank at the following address :

Mr. Ajit E. Venugopalan
Managing Director
SVC Co-operative Bank Ltd.
SVC Tower, J. Nehru Road
Vakola, Santacruz (East)
Mumbai - 400 055

VII. If the customer is not satisfied with the Chief Executive Officer’s reply, he may approach concerned Banking Ombudsman at the following address:

Branch Centre Name & Address of the Banking Ombudsman Area of Operation
Bengaluru, Mysuru Mangalore,
Hubli,
Dharwad,
Belgaum Tumkur
Ms Saraswathi Shyamprasad
C/o Reserve Bank of India
10/3/8, Nrupathunga Road
Bengaluru -560 001
STD Code: 080
Tel. No. 22210771/22275629
Fax No. 22244047
Email: bobangalore@rbi.org.in
Karnataka
Chennai
Coimbatore
Dr. Balu K
C/o Reserve Bank of India
Fort Glacis, Chennai 600 001
STD Code: 044
Tel No. 25395964
Fax No. 25395488
Email: bochennai@rbi.org.in
Tamil Nadu, Union Territories of Puducherry (except Mahe Region) and Andaman and Nicobar Islands
Gujrat Shri G J Raju
C/o Reserve Bank of India
La Gajjar Chambers, Ashram Road
Ahmedabad-380 009
STD Code: 079
Tel. No. 26582357/26586718
Fax No. 26583325
Email : boahmedabad@rbi.org.in
Gujarat, Union Territories of Dadra and Nagar Haveli, Daman and Diu
Hyderabad
Secunderabad
Vijaywada
Smt Reeny Ajit
C/o Reserve Bank of India
6-1-56, Secretariat Road
Saifabad, Hyderabad-500 004
STD Code: 040
Tel. No. 23210013/23243970
Fax No. 23210014
Email: bohyderabad@rbi.org.in
Andhra Pradesh and Telangana
Mumbai
Smt. Ranjana Sahajwala
C/o Reserve Bank of India
4th Floor, RBI Byculla Office Building,
Opp. Mumbai Central Railway Station,
Byculla, Mumbai-400 008
STD Code: 022
Tel No. 23022028
Fax : 23022024
Email: bomumbai@rbi.org.in
Districts of Mumbai, Mumbai Suburban and Thane
Rest of Maharashtra
& Goa
Shri P K Jena
C/o Reserve Bank of India
4th Floor, RBI Byculla Office Building,
Opp. Mumbai Central Railway Station,
Byculla, Mumbai-400 008
STD Code: 022
Tel No. 2300 1280
Fax : 23022024 
Email: bomumbai2@rbi.org.in
Goa and Maharashtra, (except the districts of Mumbai, Mumbai Suburban and Thane)
New Delhi Smt. Anupam Sonal
C/o Reserve Bank of India,
Sansad Marg, New Delhi
STD Code: 011
Tel. No. 23725445/23710882
Fax No. 23725218
Email: bonewdelhi@rbi.org.in  
Delhi
Madhya Pradesh Shri V K Nayak
C/o Reserve Bank of India
Hoshangabad Road
Post Box No. 32, Bhopal-462 011
STD Code: 0755
Tel. No. 2573772/2573776
Fax No. 2573779
Email: bobhopal@rbi.org.in  
Madhya Pradesh
Jaipur
Jodhpur
Shri C D Srinivasan
C/o Reserve Bank of India,
Ram Bagh Circle,
Tonk Road, Post Box No. 12
Jaipur-302 004
STD Code: 0141
Tel. No. 2577931
Fax No. 2562220
Email: bojaipur@rbi.org.in  
Rajasthan
Faridabad Shri R S Amar
C/o Reserve Bank of India
Sansad Marg, New Delhi
STD Code: 011
Tel. No. 23724856
Fax No. 23725218-19
Email: bonewdelhi2@rbi.org.in  
Haryana (except Panchkula, Yamuna Nagar and Ambala Districts) and Ghaziabad and Gautam Budh Nagar districts of Uttar Pradesh