In case any of our customers is having any complaint about Banking Services of Bank of Baroda, s/he is requested to approach concern Branch Manager to resolve the matter at first place.
If any customer is not satisfied with reply the customer is requested to follow the established escalation levels given below
| Levels | Escalation | Particulars |
|---|---|---|
| Online Complaint SPGRS (Siebel CRM) | Alternatively, customer may register complaint online, for which an icon "Online Complaint (SPGRS)" has been provided at home page of our bank's website. Upon lodging the complaint in SPGRS, the system provides a "Tracker Id " as an acknowledgement and also to track the progress of the complaint. Complainant has to preserve the "Tracker Id" reference |
|
| Level-1 | Regional Level | If the complaint is not redressed to the satisfaction of the customer, the matter may be taken up with the Regional Manager concerned whose name, address and other details may be obtained by clicking the link below Click here for details of Regional Managers |
| Level-2 | Zonal Level | If still any complaint is not redressed, the matter may be taken up with the next level i.e Zonal Manager concerned whose name, address and other details may be obtained by clicking the link below Click here for details of Zonal ManagersDetails of Functional Heads of Corporate Centre, for customer's complaints |
| Level-3 | Nodal Office Level | If the complainant still feels unsatisfied with the responses received, s/he can address the complaint to the Bank’s Principal Nodal Officer at Head Office designated to deal with customers’ complaints / grievance giving full details of the case on the below mentioned address: General Manager (Operations & Services) |
| - | External Agencies | Even after this, if s/he is not satisfied, S/he is free to take recourse to the following The RBI Ombudsman located in various cities across India under RBI Integrated Ombudsman Scheme 2021 (RBI – IOS, 2021) Click here for details of Nodal Officers of our Bank for Banking Ombudsman Scheme. |
Note: To enable the customers to voice their grievances or offer suggestions for improvement in customer service, “Customer Day” is observed at all the offices of the Bank across the organization covering Branches, Regional / Zonal Offices and Head Office, on 15th of every month ( next day, if 15th is a holiday or half day).
