Redressal of Complaints
To enable the customers to voice their grievances or offer suggestions for improvement in customer service, “Customer Day” is observed at all the offices of the Bank across the organization covering branches, Regional / Zonal Offices and Head Office, on 15th of every month ( next day, if 15th is a holiday or half day).
In case of any complaint, the matter may be first brought to the notice of concerned Branch Manager for immediate redressal. If the complaint is not redressed to the satisfaction of the customer, the matter may be taken up with the Regional Manager / Zonal Manager concerned. Our branches display name, address and phone number of Regional Manager and Zonal Manager. The Bank will immediately send acknowledgement to the complainant and will initiate necessary measures to resolve the complaint expeditiously.
If the complainant still feels unsatisfied with the responses received, he/she can address the complaint to the bank’s Nodal Officer at Head Office designated to deal with customers’ complaints / grievance giving full details of the case on the below mentioned address :
The General Manager (Operation, Services, Insp. & Audit incl. Credit Audit)
Bank of Baroda,
Suraj Plaza-I, 8th Floor,
Vadodara-390 005 (Gujarat) India.
Tel.(0265) 2363001 – 2361852 (PBX)
Fax (0265) 2362914
After exhausting all the above machinery / channels, if the customer is not satisfied, he/she may write to Chairman & Managing Director of the Bank and even after this, if he/she is not satisfied, he/she is free to take recourse to the following:
- Directorate of Public Grievances, Govt. of India, Cabinet Secretariat, Sansad Marg, New Delhi.
- The Banking Ombudsman located in State Capitals under RBI Ombudsman Scheme.
- The District Consumer Forum under consumer Protection Act, 1985.
Anonymous complaints will not be entertained by the bank.
NRI Desk – “An electronic – May I help you” cum complaint redressal mechanism has been introduced looking at specific needs of our NRI customers. NRIs can email their queries /complaints etc at email@example.com which are being responded within 24 hours or they may call at 091-22-56985473
> Address of our Zonal Offices
> Our Commitment and Responsibilities
> Common Practices followed by our Branches
> Common areas of Customer – Banker relationship
> Time - Norms for various banking transactions
> Extended Banking Hours
> Customer Communication
> Banking Ombudsman Scheme, 2006
> Redressal of Complaints
> Other customer centric initiatives