Level – 1 (Branch Level) : The customer can approach the branch for the resolution of any issue which he/she is facing pertaining to the services of the bank. The customer can also lodge a complaint with the bank through the branch by submitting the complete details of the issue which the customer is facing.
Level – 2 (Regional Level) : If the complaint is not redressed to the satisfaction of the customer, the matter may be taken up with the Nodal Officer at Regional Level.
Level - 3 (Head Office Level) : If still any complaint is not redressed, the matter may be taken up with the next level i.e Principal Nodal Officer at the Head Office level whose name, address, and other details may be obtained by clicking the link below. If a customer is not satisfied with the resolution of his grievances or he does not receive a final reply within a month of his complaint, he can approach the Banking Ombudsman.
Level - 4 (Internal Ombudsman Level): The complaint got escalated/referred/submitted to Level-IV (Internal Ombudsman - IO) for obtaining the views of Internal Ombudsman – IO, if the complaint is fully rejected/partially rejected or received through Reserve Bank of India- Banking Ombudsman.
Link is : https://cms.nainitalbank.bank.in/
If your complaint remains unresolved after 30 days or if you are not satisfied with the Bank's response, you may further pursue the matter with Office of Reserve Bank of India - Banking Ombudsman through the web portal https://cms.rbi.org.in/ or via e-mail to crpc@rbi.org.in or write to Centralised Receipt and Processing Centre (CRPC), Reserve Bank of India, Central Vista, Sector 17, Chandigarh – 160017.
