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:

Singapore Branch	Hong Kong Branch	DIFC Branch (Regulated by the DFSA)	Shanghai’s R.O	Dubai R.O
Mr. Bimal Bhattacharyya, Axis Bank Limited –Singapore Branch, 9 Raffles Place,  #48-01/02, Republic Plaza I Singapore 048619.    Tel No : 0065-6571 9229 Fax No : 0065- 6534 4090 Singapore.branchhead@axisbank.com	Mr. Cyril Anand, Axis Bank Ltd. Hong Kong Branch Room No.805 – 809 Alexandra House, 18 Chater Road, Central Hong Kong  Tel No. : 00852-36564000 Fax No : 00852- 2522 7821 Hongkong.branchhead@axisbank.com	Mr. Suresh Warrier Axis Bank Ltd. - DIFC Branch (Regulated by the DFSA), Unit no 701, 7th Floor, Al Fattan Currency House Office Building, DIFC,Dubai PO Box : 506593, UAE Tel No. : 009714-3735555 Fax No : 009714-3735666 Dubai.branchhead@axisbank.com	Mr. Raj Kumar Khosa, Shanghai Representative Office, Axis Bank Ltd. Level 23, Citigroup Tower, 33, Huayuanshiqiao Road, Pudong New Area - 200120, Shanghai - China Tel No. : 0086-21-61010262 Fax No  : 0086-21-61010263 rajkumar.khosa@axisbank.com	Mr. Mohammed Akram Hashim, Dubai Representative Office Axis Bank Ltd. P.O.Box: 122504 Plot No.3318 – 1238, Near Karama Post Office, Dubai, UAE Tel No.: 009714-3343688 Fax No : 009714- 3343693 Dubai.repoffice@axisbank.com

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 will be resolved by the Complaint Handling Officer within 7 working days from the date of receipt.
• 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 Central Office, by mailing to cib.co@axisbank.com, where resolution of the complaint will be done within 10 working days from the date of receipt.
  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 mailing to cco@axisbank.com
  
• Level Three - In case the customer is not satisfied with the final resolution, the customer may consider escalating the complaint to the local statutory body/regulator. In such as situation the branch would provide to the relevant local authority the complete details of the complaint including the investigation details and the related documents.

• If unsatisfied with the resolution by the branch, the customer can escalate complaint to the Central Office by emailing to cib.co@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