The Bank’s Policy on Grievance Redressal is prepared to fulfill the following objectives:
The Policy Document covers the following aspects:
The operating instructions for the processes to be followed at each of the above levels will be incorporated in the “Manual on Customer Service” under the caption Grievance Redressal - Internal Machinery.
The entire grievance redressal mechanism will be built around the following principles:
The Bank will have forum at various levels for the registration of customer grievances and for enhancing the quality of customer service. On the basis of this approach the following avenues will be open for the customers:
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