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Bankers Fair Practice Code
Overseas Branches
| Customer Complaints FAQs |
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What can a complaint be about?
The complaint can be about:
- Any aspect of the services provided by the branch
- The behaviour and decision of the staff
- Practices, Policies and Procedures
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Who can make a complaint?
Any customer can make the complaint
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How can a complaint be made?
- A customer can make a complaint to the branch either through letter, telephone, facsimile, email, or verbally in person to the Complaint Handling Officer.
- The customer should endeavor to provide the following basic information in the complaint
- Name, address and other contact details like e-mail id, phone/mobile numbers etc
- The relevant account details viz., account number, nature/type of account
- Details and nature of the complaint
- Reasons of making the complaints
- Name of the staff member with whom the customer was dealing with
- Copies of supporting documents, if necessary
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Where to make a Complaint?
The details of the Branch Complaint Handling Officer along with their e-mail IDs are given below:
Singapore Branch |
Hong Kong Branch |
DIFC Branch (Regulated by the DFSA) |
Shanghai’s R.O |
Dubai R.O |
Mr. Bimal Bhattacharyya,
Axis Bank Limited –Singapore Branch, 9 Raffles Place,
#48-01/02, Republic Plaza I
Singapore 048619.
Tel No : 0065-6571 9229
Fax No : 0065- 6534 4090
Singapore.branchhead@axisbank.com |
Mr. Cyril Anand,
Axis Bank Ltd.
Hong Kong Branch
Room No.805 – 809 Alexandra House,
18 Chater Road, Central
Hong Kong
Tel No. : 00852-36564000
Fax No : 00852- 2522 7821
Hongkong.branchhead@axisbank.com |
Mr. Suresh Warrier
Axis Bank Ltd. - DIFC Branch (Regulated by the DFSA),
Unit no 701,
7th Floor,
Al Fattan Currency House Office Building,
DIFC,Dubai
PO Box : 506593, UAE
Tel No. : 009714-3735555
Fax No : 009714-3735666
Dubai.branchhead@axisbank.com |
Mr. Raj Kumar Khosa,
Shanghai Representative Office,
Axis Bank Ltd. Level 23,
Citigroup Tower, 33,
Huayuanshiqiao Road,
Pudong New Area - 200120,
Shanghai - China
Tel No. : 0086-21-61010262
Fax No : 0086-21-61010263
rajkumar.khosa@axisbank.com |
Mr. Mohammed Akram Hashim,
Dubai Representative Office
Axis Bank Ltd.
P.O.Box: 122504
Plot No.3318 – 1238,
Near Karama Post Office,
Dubai, UAE
Tel No.: 009714-3343688
Fax No : 009714- 3343693
Dubai.repoffice@axisbank.com |
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Who can receive a complaint?
Complaint Handling Officer will receive and resolve the complaint within 7 days from the date of receipt.
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What are the complaint resolution levels?
The levels for resolution and escalation of unresolved complaints is as under:
- Level One - The complaints will be resolved by the Complaint Handling Officer within 7 working days from the date of receipt.
- Level Two - In case the complaint remains unresolved after 7 working days or is unsatisfactorily resolved, the customer has the option to escalate the complaint to the Central Office, by mailing to cib.co@axisbank.com, where resolution of the complaint will be done within 10 working days from the date of receipt.
The customer has the option of escalating the unresolved or unsatisfactory resolved complaints to the Chief Compliance Officer at Central office after expiry of 10 working days by mailing to cco@axisbank.com
- Level Three - In case the customer is not satisfied with the final resolution, the customer may consider escalating the complaint to the local statutory body/regulator. In such as situation the branch would provide to the relevant local authority the complete details of the complaint including the investigation details and the related documents.
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What is the Complaints Escalation Procedure?
- If unsatisfied with the resolution by the branch, the customer can escalate complaint to the Central Office by emailing to cib.co@axisbank.com
- Central Office will arrange to resolve the complaint with in 10 working days
- The customer has the option of escalating the unresolved or unsatisfactory resolved complaints to the Chief Compliance Officer at Central Office after expiry of 10 working days by emailing to cco@axisbank.com
- In case the customer is not satisfied with the outcome of resolution, the customer may consider escalating the complaint to the local, statutory body/regulator
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Customer for further details may refer the customer complaint leaflet available in the Branch or click here to download the leaflet
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