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Grievance Redressal Policy

1. Introduction

In the present scenario of competitive Banking, excellence in Customer service is the most important tool
for sustained business growth. Customer complaints are part of the business life in any corporate entity.
As a service organization, Customer service and Customer satisfaction are our prime focus. We believe
that providing prompt and efficient service is essential not only to attract new Customers, but also to
retain existing ones. Our Bank has come up with a lot of initiatives that are oriented to providing better
Customer service and a better complaint redressal framework.

The Bank’s policy, on grievance redressal has been formulated considering the following:

• Customers are always treated fairly

• Complaints raised by Customers are dealt with courtesy and on time
• Customers are fully informed of avenues to escalate their complaints/ grievances within the
organization and their rights to alternative remedy, if they are not fully satisfied with the response of
the Bank to their complaints
• All complaints are dealt efficiently and fairly
• The Bank employees work in good faith and without prejudice to the interests of the Customer

To make the Bank’s redressal mechanism more meaningful and effective, a structured system has been
built. This system would ensure that the redressal sought is just and fair and is within the given framework
of rules and regulation. All the employees are aware of the Complaint handling process.

The Customer has every right to register his/her complaint if he/she is not satisfied with the services
provided by the Bank or its service providers. Customers can give their complaint in writing or over
telephone or SMS or through the Internet Banking facility. In case the complaint is not resolved within the
given time or if he/she is not satisfied with the solution provided by the Bank, the Customer can approach
the Integrated Ombudsman or other available legal avenues with their complaint for grievance redressal.

2. Internal Machinery to handle Customer complaints/ grievances

Customers who wish to provide feedback or send in their complaint may use the following channels
available with the Bank:

Level 1:

• Call our Phone Banking Help lines

• “May I Help You” desks are available at all our branches. Customers can also approach our Service
Managers at the designated desks.
• Email us at Customer.care@sc.com or Write to us at the below mentioned address:

Standard Chartered Bank

Customer Care Unit
19, Rajaji Salai
Chennai 600 001

Level 2:

In case the responses received through the above channels are not satisfactory, you can write to
Head.Service@sc.com. We assure a response received through this channel within 5 working days.

The information on the help line numbers and the redressal mechanism mentioned above are available
in all our branches. Further, this has also been put up in our website and can be accessed through the
following link: https://www.sc.com/in/complaints/
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Level 3:

In case the Customer is not satisfied with the response received from Head.Service@sc.com, then he /she
can write to:

Ms. Jigna Chandarana – Principal Nodal Officer, Standard Chartered Bank, 19, Rajaji Salai, Chennai –
600001 or Email at: Principal.NodalOfficer@sc.com.The complaint will be responded within 5 working days.

The Bank also has dedicated monthly forums to discuss and analyse the causes for the complaint numbers,
the complaint resolution process and to discuss the progress and action plans on the same. These detailed
discussions of progress and action plans involve different levels of hierarchy that ensure a wide audience
and the percolation of information to all the frontline units.

2.1 Appointment of Internal Ombudsman:

In line with RBI recommendation, the Bank has incorporated the role of an Internal Ombudsman, who is
an independent authority to review the Grievance raised by the Customers. The Internal Ombudsman will
share an independent view and be a part of Bank’s Grievance Redressal mechanism. The decision taken
by the Internal Ombudsman will be binding on the Bank.

If you are still not satisfied with the response or have not received a response from the Bank within a month,
then you can file a complaint with the Integrated Ombudsman. In accordance with the Reserve Bank-
Integrated Ombudsman Scheme launched in November 2021, the complaint may be lodged Online through
the portal (https://cms.rbi.org.in).

The complaint may also be submitted through electronic or physical mode to the Centralised Receipt and
Processing Centre (CRPC) as notified by the Reserve Bank of India. The complaint, if submitted in physical
form, shall be duly signed by the complainant or by the authorised representative. The complaint shall be
submitted in electronic or physical mode in such format and containing such information as may be specified
by Reserve Bank.

The contact details of the CRPC are mentioned below: -

Email: crpc@rbi.org.in
Physical Address: Centralised Receipt and Processing Centre,
Reserve Bank of India,
4th Floor, Sector 17,
Chandigarh – 160017

2.2 Customer Service Committee of the Board:

This committee comprises of senior officers of the Bank responsible for examining any issues of
Customers. The Committee examines any other issues having a bearing on the quality of Customer service
rendered. This Committee also reviews the functioning of Standing Committee on Customer Service. The
committee is responsible for the following functions.

• To formulate the deposit policy

• Annual Customer satisfaction survey

• To look at and decide on policy matters pertaining to Customer Service

• To issue guidelines to the Standing Committee on matters relating to Customers

• To seek and obtain feedback from the Standing Committee on areas pertaining to Customer service in
terms of trends of complaints, service issues etc.

• Review and suggest a way forward on the reports put up by the Standing Committee pertaining to
complaint cases of delays in dealing with deceased accounts, etc

• To have an oversight over the implementation of RBI’s circulars on the Customer service issues

• To look at all awards given by the Integrated Ombudsman and to address issues of system deficiencies
brought out by the awards. Also, to look at reasons for awards which have remained unimplemented
for more than 3 months if any.
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2.3 Standing Committee on Customer Service:

The Standing Committee on Customer Service is chaired by the Head of Service of the Bank. Besides two
to three senior executives of our Bank, the committee also invites two to three eminent non- executives
drawn from the public as members. The committee is responsible for the following functions:

• Evaluate feed-back on quality of Customer service received from various quarters. The committee
would also review comments/feed-back /complaints on implementation of commitments in the Code
of Bank’s Commitments to Customers.

• The Committee is responsible to ensure that all regulatory instructions regarding Customer service
are followed by the Bank. Towards this, the committee would obtain necessary feed-back from
regional managers/ functional heads.

• The committee also considers unresolved complaints/grievances referred to it by functional heads

responsible for redressal and offers their advice in return.

• The committee submits a report on its performance to the Customer service committee of the board
at Quarterly intervals.

2.4 Nodal Officer to handle Complaints and Grievances:

The Bank has appointed Nodal Officers to handle complaints escalated to them. The Name, Region and
Email address to reach the Regional Nodal Officers and the Principal Nodal Officer for Retail Banking are
as below: -

Retail Bank -Regional Nodal Officers

Sr. No. Nodal Officer Names Region Email ID
1 Mr. Nilesh Mehta Ahmedabad
2 Ms. Kishorekumar Singh Bangalore
3 Ms. Mahima Dudhane Bhopal & Raipur
4 Mr. Kishorekumar Singh Bhubaneswar
5 Ms. Avneet Kaura Chandigarh & Jammu
6 Ms. Prithi Jennifer M Chennai
7 Ms. Manorama Upadhyay Guwahati
8 Ms. Anjali Arora Dehradun
Nodal.Officer@sc.com
9 Mr. Deepu Nair Hyderabad
10 Ms. Pragya Khandelwal Jaipur
11 Ms. Harsimran Bindra Kanpur
12 Ms. Sharmistha Pyne Kolkata
13 Ms. Christina Fernandez Maharashtra & Goa
14 Mr. Harsh Sehgal New Delhi
15 Mr. Avik Roy Patna and Ranchi
16 Mr. Krishna Raj M Thiruvananthapuram

Ms Jigna Chandarana
Principal Nodal Officer
Standard Chartered Bank
Customer Care Unit
19, Rajaji Salai
Chennai 600 001
Email ID: Principal.NodalOfficer@sc.com
Contact No: 080 42896718 / 080 28089025
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The name and contact details of Senior Officials of the Bank are as follows:

Retail Bank - Senior Management Contact Details

Postal address for Contact
Name Designation sending letters numbers
Head, Consumer, Private, Standard Chartered Bank,19,
Mr. Kusal Roy Business Banking, India (Retail Rajaji Salai, Chennai – 600001 080-42896721
Banking)
Head, Mortgages & Retail LAP, Standard Chartered Bank,19, 080-42896711 /
Mr. Jinesh Shah Rajaji Salai, Chennai – 600001 080-28089016
India
Head, Credit Cards & Unsecured Standard Chartered Bank,19, 080 -42896718/
Mr. Vinay Misra
Lending, India Rajaji Salai, Chennai – 600001 080-28089025
Managing Director - Affluent, Standard Chartered Bank,19, 080-42896729 /
Mr. Nitin Chengappa Rajaji Salai, Chennai – 600001 080-66696711
Deposits and NRI
Chief Operating Officer, India & Standard Chartered Bank,19, 080-42896730 /
Mr. Zuzar Tinwalla South Asia Rajaji Salai, Chennai – 600001 080-66696712
Standard Chartered Bank,19, 080-42896712 /
Head, Business Banking, India
Mr. Aditya Mandloi Rajaji Salai, Chennai – 600001 080-28089017

MD & Co-Head, CC, CCIB, Standard Chartered Bank,19, 080-42896713 /

Mr. Manish Jain India Rajaji Salai, Chennai - 600001 080-28089018
Standard Chartered Bank,19, 080-42896714 /
Head of Wealth Management, India Rajaji Salai, Chennai - 600001 080-28089019
Mr. Saurabh Jain

Standard Chartered Bank,19, 080-42896715/

Head Private Banking, India
Mr. Pankaj Walia Rajaji Salai, Chennai - 600001 080-28089020

022-39400123 /
Ms. Zarin Daruwala Cluster CEO, India & South Standard Chartered Bank,19,
022-66029549
Asia Rajaji Salai, Chennai - 600001
Monday to Friday - 9:30 AM to 6:30 PM (except weekends and Bank holidays)

For Demat related Queries / Complaints, please find the contact details for the Compliance Officer,
as mentioned below:
Retail Bank – Senior Management Contact Details
Postal address for Contact
Name Designation sending letters number

Standard Chartered Bank,

Compliance Officer 080-42896716 /
Ms. Kasturi Chitnis 2nd Floor, 23-25 M. G. Road,
080-28089021
Fort, Mumbai- 400001

The name and contact details of Nodal Officers for Corporate, Commercial and Institutional Banking
are as below:

Nodal Officer Name Designation Contact Number

Mrs. Raksha Mahadik Principal Nodal Officer – Cash +91 22 48852162
Mr. Girish Sangoi Principal Nodal Officer – Trade +91 22 48852246
Ms. Shyamala Borkar Head Client Services Group, India +91 22 48852163
Mr. Zuzar Tinwalla Chief Operating Officer, India & South Asia +91 22 48852161

Mr. Manish Jain MD & Co-Head, CC, CCIB, India +91 22 48852158

Mr. Ashish Vijayakar MD & Co-Head CC, CCIB, India +91 22 48852140
+91 22 39400123
Mrs. Zarin Daruwala Cluster CEO, India & South Asia +91 22 66029549
Monday to Friday and on 1st, 3rd, and 5th Saturdays of the month - 9:00am to 10.00pm.
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3. Write to Us for Corporate, Commercial and Institutional Banking related concerns at:
Standard Chartered Bank,
Client Services Group,
270, DN Road
Fort, Mumbai 400 001.

If you are not satisfied with the response that you have received, you can contact Mrs. Raksha Mahadik,
Principal Nodal Officer at the below postal address:

Principal Nodal Officer (Corporate, Commercial and Institutional Banking)

Standard Chartered Bank
Client Services Group,
270, DN Road
Fort, Mumbai 400 001.
Email Address: Straight2Bank.In@sc.com
Contact Number: 1800 266 288 / 1800 103 288

You may also contact Ms. Shyamala Borkar, Head Client Services Group, India at the below postal
address:
Standard Chartered Bank
Client Services Group
270, DN Road
Fort, Mumbai 400 001.
Email Address: Straight2Bank.In@sc.com
Contact Number: +91 22 48852163

If you are still not satisfied with the response or if you have not received a response from the Bank within a
month, you can file your complaint before the Integrated Ombudsman. For more details on Integrated
Ombudsman Scheme, request you to visit https://cms.rbi.org.in

4. Mandatory display requirements:

Our Bank has the following in all our branches,

• Appropriate arrangement for receiving complaints and suggestions

• Display of the name, address, and contact number of the Principal Nodal Officer(s)
• Contact details of Integrated Ombudsman of the area
• Code of Bank’s commitment to Customers

5. Resolution of Grievances:

The Customers can highlight their complaints / issues with our Bank vide the channels mentioned above
in the policy. The officer in the concerned unit with whom the Customer has raised the issue is responsible
for the resolution of complaints/ grievances.

The Branch Managers can also be contacted by Customers for lodging their complaints. The officers of
the Complaint Redressal Unit will ensure closure of all complaints to the Customer’s satisfaction.

They will ensure that the complaint is escalated to the appropriate levels in case it is not possible to
resolve at his/ her level. Whilst the ultimate endeavour is to ensure we reach a situation where our Customers
don’t have to complain to senior management to get an effective redressal, we have put in a robust
mechanism to handle these complaints, review them from a point of view of understanding reasons for
the complaint and for the escalation and working on prevention of recurrence thereof.

5.1 Time frame:

To register complaints, the Customers may use any of the channels mentioned above (refer point 2 on
Internal Machinery to handle the Customer complaints). If the complaint has been received in writing, the
Bank will endeavour to send an acknowledgement / response within a week. Once the matter is examined,
the Bank endeavours to either send a final response to the Customer or an intimation seeking more time
within 30 days upon receipt of complaint.

The communication of the Bank stance on any matter will be provided to Customers. Complaints that
require some time for examination of issues involved and are more complex in nature will be
acknowledged promptly.
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The aforesaid policy will be revised as and when there are any new changes incorporated by the Bank in
handling complaints / grievances of Customers which includes introduction of new grievance channels, if
any. Further, the policy will be reviewed every two years during the first quarter of the respective year and
would also be reviewed in interim in the event of any revisions / amendments in RBI guidelines and Model
Policy from IBA.

5.3 Interaction with Customers:

The Bank, through various questionnaires / meetings / surveys obtains Customer feedback and suggestions
for improvement in Customer service.

5.4 Treatment on Grievance Redressal Framework for COVID-19:

Towards placing an effective system to address any grievance arising out of the application for restructuring
and/ or towards implementation of COVID-19 relief package, the Bank (vide this Policy) has put in place the
following:

Mechanism for automatic lodgement and handling of grievances - Customers who wish to send their complaint
related to COVID -19 relief package may use the above channels available with the Bank as referenced in
para 2 on ‘Internal Machinery to handle Customer complaints.

This channel includes a dedicated email ID where Customers may submit a complaint digitally and/or through
the Branches. The Turn-around time (TAT) is maintained and communicated to Customers. Post lodgement
of complaint, Customer receives a SMS on their registered Mobile number with the complaint reference
number along with the TAT details.

The Bank has a dedicated Complaint Redressal Unit (CRU) to ensure closure of all complaints to Customer’s
satisfaction. Customers are provided with the proposed resolution within 72 hours and the Complaint
Redressal Unit also ensures that the complaint is escalated to the appropriate levels in a timely manner, to
get an effective redressal. Dashboard is maintained recording the number of complaints received for
redressal of COVID-19-related stress and the same is closely monitored for closure. The Bank has identified
geography wise Nodal Officers (Reference Para 2.4) to address grievances and have the same resolved
promptly.

6. Sensitizing operating staff on handling Complaints:

All staffs of the Bank are educated on the Complaint Redressal Mechanism. We are confident that with an
open mind and a smile on their face, we should be able to win Customer’s confidence.

7. Use of Unparliamentary language by Customers:

At Standard Chartered, we focus on our staff to go the extra mile to resolve customer issues. In exceptional
situations, it is possible they may not be able to resolve them to the customer’s satisfaction, despite the
Bank’s best efforts. This could be due to issues related to systems downtime, policy related, compliance and
so on. While most of our customers understand such compulsions, a few resort to provocative and
unparliamentary language, or rude and disruptive behaviour. Such behaviour is untenable as it impacts the
morale, dignity and efficiency of our staff. We regret to inform you that in such a situation, the Bank will be
compelled to advise these customers to close all their relationships with the Bank. In the event that the
resolution to any query is not to your satisfaction, we encourage customers to exercise the options to escalate
under the grievance redressal process.