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 prime focus of SCB IFSC Banking Unit, Gift City branch (‘the Bank’). We believe that providing prompt and efficient service is essential not only to attract new Customers, but also to retain existing ones.

The 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 grievance redressal mechanism more meaningful and effective, a structured system has been built. 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.

2. Internal Machinery to handle Customer complaints/grievances

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

Level 1: Customers can lodge complaint through their registered e-mail id on GIFT_IFSC@sc.com or visit Gift City branch or write to us at the below mentioned address:

Standard Chartered Bank IFSC Banking Unit, Gift City
407, Brigade International Financial Centre
Building No: 14A, Block 14, Zone 1, Gift City SEZ
Gandhinagar- 382 355, Gujarat, India

Level 2: In case the responses received through the above channels are not satisfactory, you can write to IBU operations at Suraj.Kotecha@sc.com. The complaint will be responded within 5 working days.

Level 3: In case, the Customer is not satisfied with the response received, then he /she can write to IBU head at Saiju.Gandhi@sc.com. The complaint will be responded within 5 working days.

3. Resolution of Grievances:

The Customers can highlight their complaints / issues vide the channels mentioned above in the policy. The officer with whom the Customer has raised the complaint is responsible for the resolution of complaints/ grievances and 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. While 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.
The Bank also has forum to discuss and analyse the causes for the complaint, the complaint resolution process, discuss the progress and action plans on the same.

Time frame:

To register complaints, the Customers may use any of the channels mentioned above (refer point 2 above). If the complaint has been received in writing, the Bank will endeavour to send an acknowledgement/response within two working days. Once the matter is examined, the Bank endeavours to either send a final response to the Customer or an intimation seeking more time within 20 working 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.

4. 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.

5. 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