SBI's policy on customer grievances redressal depends on the accompanying standard:

'The client is the concentration of the Bank's items, administrations and individuals. The Bank's business development depends completely on the fulfillment of clients with what the Bank offers them. A reasonable component should in this manner exist for accepting and reviewing client grievances obligingly, expeditiously and tastefully. Any slip-up made by the Bank ought to be redressed quickly. The subtle elements of grievances redressal system must be in the area of open learning'.

The above principleis consolidated in the Bank's arrangement of grievancesredressal.

Escalation Matrix for Customer Complaints

Inside the general most extreme time of three weeks inside which a protestation should be reviewed, there will be an endorsed acceleration lattice for redressalof the protestations at diverse levels in the association. The framework endorses the day and age for uncertain protestations/grievances not reviewed to clients fulfillment to be raised to higher experts.

Escalation Matrix for Customer Complaints

Sl No
Lodging /Escalation /Auto Escalation of complaints
Day of lodging / Escalation
Days available for Redressal (Within the maximum three weeks)

1
Branch
1st Day
10 days

2
Local Head Office
11th Day
5 days

3
Corporate Centre
16th Day
6 days
The grievance stopped by a client is first doled out to the Branch for redressal. On the off chance that the grumbling is not changed inside 10 days, it is raised to Local Head Office on the eleventh day of first hotel of the protest. In the event that the grumbling is not reviewed inside the following 5 days (15 days from day 1), it is escalatedto Corporate Center. The grumbling will constantly must be changed inside a most extreme time of 21 days/three weeks.The Customer can approach the Saving money Ombudsman in the event that his grievance is not changed inside 30 days of lodging the complaint as per extant guidelines.

Addresses and Helpline No of Grievances Redressal Cell at Local Head Offices - SBI