What is Axis Bank's Grievance Redressal Policy?
Banks are service organisations, and like any other service industry, customer satisfaction and customer experience take the top spot. In addition, Banks are typically expected to be more responsible and accountable compared to other service industries due to the nature of services that they provide.
At Axis Bank, customer centricity is one of our five core values and take utmost care to fulfil customer needs and satisfaction. However, our customers may sometimes experience a gap in service delivery, leading to a grievance. We understand the same and maintain a positive outlook towards grievance as we believe that it also serves as a feedback mechanism to improve our quality of service.
Let us answer a few basic queries about our Grievance Redressal Policy.
Does Axis Bank have a provision for customers to raise grievances?
Yes, we have a formal Grievance Redressal Policy, which is available to the public on the Bank's website and at branches. This policy ensures that every customer is treated fairly and grievances are responded to with courtesy, within the timelines. We also aim to make our customers aware of the avenues to register and escalate their grievances within the Bank and their rights if they are unsatisfied with the response.
December 12, 2022
What are the different touchpoints to register a grievance?
You can conveniently register your grievance through any of the following ways
- Phone Banking numbers
- Email / Webchat
- Loan Centres
- Axis Support
- Social Media
Where can you raise a complaint for the first time?
Axis Bank has three escalation levels where you can report your grievance. If you are raising a complaint for the first time, you can approach us through the Level 1: Front-end channels.
Level 1: Front-end channels
If you have any complaint or grievance for the breach of the committed turnaround time or nonfulfillment of the request by us, you can raise a complaint through our online modes such as Phone Banking, email/ chat or physical mode through walk-in at our Loan Centres and Branches. We will acknowledge your concern and respond appropriately within 10 days.
Getting in touch:
What if I you are unsatisfied with the Bank's response at Level 1?
If you are dissatisfied with our response to your grievance, you may refer the matter to Level 2.
Level 2: Circle Nodal Officer/Nodal Officer at HO
You can write, email or call to share your grievance with the Nodal Officer for escalation. The Nodal Officer will acknowledge and record your concern in the system. You can expect a response from us with a turnaround time of 10 days.
You can write an email to email@example.com or download the Grievance Form and send it to the address mentioned on it.
Whom should you contact if you are not satisfied with the Bank's response at Level 2?
If you are still unsatisfied with our response, you can escalate the matter to the Principal Nodal Officer.
Level 3: Principal Nodal Officer
You can write, email or share your complaint through a call to the Principal Nodal Officer at the below-mentioned details. You can expect a response tentatively within 10 days.
Email the complaint to firstname.lastname@example.org or download the Complaint Form and send it to the address mentioned on it.
What is the timeframe within which you can expect your grievance to be resolved?
Different events follow different timelines for resolution. Some of them are mentioned below:
|Delay in failed ATM/BNA/Recycler transactions
|Delay in crediting failed IMPS/UPI transactions
|| T+1 day
|Delay in crediting failed card transactions:Card to Card transfer, POS/E-commerce
|| T+1 day, T+5 days
||120 days (Network defined timelines)
||T+15 days (NPCI defined timeline)
Click here for complete details on Axis Bank's Grievance Redressal Policy.
Axis Bank aims to provide an enriched banking experience at every step. Our efficient Grievance Redressal Policy is one such mechanism to ensure a long-lasting and fulfilling relationship with the Bank.