The complaint can be about:

• Any aspect of the services provided by the branch
• The behaviour and decision of the staff
• Practices, Policies and Procedures

Any customer can make the complaint

• A customer can make a complaint to the branch either through letter, telephone, facsimile, email, or verbally in person to the Complaint Handling Officer.
• The customer should endeavor to provide the following basic information in the complaint
  • Name, address and other contact details like e-mail id, phone/mobile numbers etc
  • The relevant account details viz., account number, nature/type of account
  • Details and nature of the complaint
  • Reasons of making the complaints
  • Name of the staff member with whom the customer was dealing with
  • Copies of supporting documents, if necessary

The details of the Branch Complaint Handling Officer along with their e-mail IDs are given below:

Complaint Handling Officer will receive and resolve the complaint within 7 days from the date of receipt.

The levels for resolution and escalation of unresolved complaints is as under:

• Level One - The complaints should be resolved by the Complaint Handling Officer within 7 working days from the date of receipt of the complaint.
• Level Two - In case the complaint remains unresolved after 7 working days or is unsatisfactorily resolved, the customer has the option to escalate the complaint to the Head (RBO) at Central Office who should resolve the complaint within 10 working days.
  The customer has the option of escalating the unresolved or unsatisfactorily resolved complaints to the President ( IT and RO) at Central Office after expiry of 10 working days at level - 2.
• Level Three - In case the customer is not satisfied with the outcome of resolution, the customer may consider escalating the complaint to the local statutory body / Regulator. In such as situation the branch / should provide to the relevant body the complete details of the complaint including the investigation details and the concerned documents.

• If unsatisfied with the resolution by the branch, the customer can escalate complaint to the Central Office by emailing to cco@axisbank.com
• Central Office will arrange to resolve the complaint with in 10 working days
• The customer has the option of escalating the unresolved or unsatisfactory resolved complaints to the Chief Compliance Officer at Central Office after expiry of 10 working days by emailing to cco@axisbank.com
• In case the customer is not satisfied with the outcome of resolution, the customer may consider escalating the complaint to the local, statutory body/regulator