We at an organizational level constantly endeavor to ensure that our customers get satisfactory and delightful service whenever they enter into any transaction with us.
To ensure the same, we have set up this system to acknowledge, assess, and try to resolve all our customer (“you/your”) grievances on a real-time basis and ensure that the company's grievance redressal method becomes more meaningful and effective. We will provide you with a platform where you can raise your queries and concerns and we will extend all possible support to ensure your queries reach our banking partner. We will try our best to address all your complaints/queries to satisfaction level within the given framework of rules and regulations, but the final resolution shall be provided by our partner only. We shall also ensure to take appropriate action so to avoid their occurrence in the future.
Complaint Redressal Process
If you have a grievance that you wish to redress, you may contact us with the details of your grievance through below mentioned channel of communication:
Communication Channel
Level 1: The customers can reach out to us at:
All grievances shall be acknowledged within 2 hrs. of receipt of complaint.
Based on the type of grievance the company shall put in its best efforts and endeavor to resolve the complaint from its end within 10 working days, but in case the dependency lies on our banking partner, we shall transfer your grievance/complaint to our partner and shall keep you posted on the status of the resolution.
Further, it shall be the primary responsibility of customers to ensure that they quote their registered email id/ registered contact no. complaint reference no. in every correspondence with the Company regarding their complaint. Anonymous complaints will not be addressed in terms of this Policy.
Step 2: Escalation Matrix
In case you are not satisfied with the decision or have not received any response within the above- said timelines, you may escalate the same to us and follow our escalation matrix as stated in our website.
Grievance Redressal Mechanism of Federal Bank Ltd:
In case, you still feel aggrieved and wish to reach out to Federal Bank Private Limited directly, you can do so by reaching out to below mentioned Nodal officer:
Ms. Shalini Warrier
Executive Director and Principal Nodal Officer
CEO's Secretariat, The Federal Bank Ltd.
Federal Towers, Aluva, Kerala.
Email : support@federalbank.co.in
Phone: 0484-2626366
Also, you can access Grievance Redressal Mechanism of Federal Bank Private Limited for any of your further queries.
Banking Ombudsman:
In case you are not satisfied with the resolution offered, you can approach the Banking Ombudsman.https://cms.rbi.org.in/cms/indexpage.html#eng
Feedback/Suggestion:
We look forward to your feedback and suggestions, if any, and will try our best to incorporate the same in our system. To provide your valuable feedback and suggestion, you can reach out to our Grievance redressal officer, Mr. Mrinal Ranjan, Contact No: 07948060748
Policy Review
This policy is subject to revision based on the guidelines issued from time to time and as and when required at the discretion of the Company.