Grievances

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 (including complaints for outsourced activities and in respect of services of vendors appointed by the Bank), 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 (including complaints for outsourced activities and in respect of services of vendors appointed by the Bank),, 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 (including complaints for outsourced activities and in respect of services of vendors appointed by the Bank):
If the complaint (including complaints for outsourced activities and in respect of services of vendors appointed by the Bank) 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:

III. For queries related to Loans & Advances – 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
Contact: 022 66999999

IV. For queries related to Retail Banking

Mr. Navin V. Rao
DGM-Retail Banking
SVC Co-operative Bank Ltd.
6th Floor, Dosti Pinnacle, Plot No. E-7,
Road No.: 22,
Wagle Estate, Thane 400604
Contact: 022 71991000

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. Bipin M. Joshi
DGM-Operations (Nodal Officer)
SVC Co-operative Bank Ltd.
6th Floor, Dosti Pinnacle, Plot No. E-7,
Road No.: 22,
Wagle Estate, Thane 400604
Contact : 71991490
Email : custgrievance@svcbank.com

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

Mr. Ashish Singhal
Managing Director
SVC Co-operative Bank Ltd.
SVC Tower, J. Nehru Road
Vakola, Santacruz (East)
Mumbai - 400 055
Contact: 022 66999999

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