Complaint Handling Process

Topics: Bank, Telephone banking, Customer service Pages: 2 (542 words) Published: February 28, 2011
It is ICICI Bank’s policy to ensure that: • All customers are treated fairly at all times. • Any complaints raised by customers are dealt with courtesy and on time. • Customers are fully informed of their rights to alternative remedy if they are not fully satisfied with the response of the Bank to their complaint. All complaints will be treated efficiently and fairly. The bank will work continuously towards providing quality service to its customers. The bank will always act in good faith and without prejudice to the interest of the customer. The bank’s Complaint Handling Process will be available to customers on request. The bank shall also ensure that all employees concerned will be informed about the Complaint Handling Process and its subsequent updates. 1. Complaint Definition: Any expression of dissatisfaction about a product or service that is not resolved at the first point of contact is a complaint. Multi-channel customer service strategy: The bank’s customer service strategy is to enable customers’ to avail of services through multiple channels. The various channels available to customers for redressal of issues are as follows: I. Customer Care: Customers can contact our Customer Care officers through phone for redressal of issues. Branch: Customers can walk into any ICICI Bank branch and speak with branch officials for resolution of their issues.



iii. E-mail: Retail customers can e-mail their issues to and corporate customers can send an e-mail to iv. Customers may send a letter to: ICICI Bank Limited ICICI Bank Phone Banking Centre P O. Box No. 20 . Banjara Hills P O. . Hyderabad 500 034 India


Internet Banking: Customers can write to Accounts Manager, which is available after logging in to their accounts through our Internet Banking.

vi. Escalation: If a customer is not satisfied with the resolution provided through these channels, he can ask for the contact details...
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