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Grievance redressal
   
Citibank Grievance Redressal Policy
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 of any corporate entity.
Citibank recognizes that every aspect of the bank’s business has an impact on customer service, not just those aspects of the bank’s business that involve face-to-face customer contact. Effective customer service originates from a genuine desire to serve the customer better.
Citibank believes that providing prompt and efficient service is essential not only to increase the business and bring in new customers, but also to retain and keep existing customers happy.
The review mechanism should help in identifying shortcomings in product features and service delivery. Citibank’s policy on grievance redressal follows the principles listed below -
  • Customers should be treated fairly at all times.
  • Complaints raised by customers are dealt with, with courtesy and on time.
  • Customers are fully informed of avenues to escalate their complaints/grievances within the organization and their rights to alternative remedies if they are not fully satisfied with the response of the bank to their complaints.
  • Citibank will treat all complaints efficiently and fairly as they can damage the bank’s reputation and business if handled otherwise.
  • Citibank’s employees must work in good faith and without prejudice in the interests of the customer.
The policy document would be made available at all branches. The concerned employees are aware about the complaint handling process.
At Citibank, we aim to provide the best customer service. However, if the customer has a problem or wishes to register a complaint, he can reach us at any of the following access channels.
Retail Banking
Contact our 24/7CitiPhone E-mail us at: indiaservice@citicorp.com
Write to us at
Ordinary Post
Citibank, N.A.
Post box no. 4830
Anna Salai,
Chennai - 600 002.
Courier
Citibank, N.A.
Mailroom
Shakti Towers
766, Anna Salai Post Office,
Chennai - 600 002.
Corporate Banking
  • E-mail us at: India.citiservice@citigroup.com
  • Citiservice (Corporate Customer) 022-2844 5555, Toll free 1800 22 5555 Citiservice (Commercial Banking Group) 022-2844 6666, Toll free 1800 22 5666/SME Customer
  • Citiservice (Financial Institution) 022-2844 6699, Toll free 1800 22 5694
  • Fax us at Citiservice India 022-28443266/77
2. Resolution of Grievances
The customer can contact any of the access channels of the bank as mentioned above for resolution of his complaints/grievances. Citibank has a robust mechanism for tracking complaints received and will endeavour to resolve grievances to the satisfaction of the customer. Citibank believes in delivering superior service to its customers and to achieve this, the bank continuously analyses the feedback received from customers and the internal service metrics in respect of the products and services offered by the bank and strives to improve service levels. In addition to the above the Branch Manager is also responsible for the resolution of complaints/grievances with respect to customer’s service by the branch.
2.1 Time frame
Citibank customers can contact the bank through access channels mentioned above.
Retail Customers:
If the customer is not satisfied with the response provided or has not heard from the bank within 10 working days there is an escalated complaint handling mechanism for customers to write to - head.customercare@citi.com. OR the customer can call Citibank at the Toll Free Number 1-800-220123 (only from BSNL/MTNL lines) or 3970 7464 (a local call from non-BSNL/MTNL lines). Our team of specialized Customer Service Executives will attend the call and resolve issues.
The desk is functional between 9:30 AM and 8:00 PM, Monday to Friday.
Corporate Customers:
Customers can call Citibank Toll free on 1800-22-5555 or 1800-22-6666 (only from BSNL/MTNL lines)
or 022-2844 5555 or 022-2844 6666 (a local call from non-BSNL/MTNL lines).
If the customer (retail/corporate) is not satisfied with the response provided or has not heard from the bank within 10 working days post escalating their complaint, and wishes to raise the issue with a senior officer within the bank, they can contact the Grievance Redressal Officer (Nodal Officer) for Citibank India to examine their issues and provide an impartial resolution.
3. Citibank Grievance Redressal Officer
If the customer is not satisfied with the response that he receives or if he does not hear from the bank within ten days of having contacted it, the customer could raise the issue with a senior officer within the bank. He/She may contact
Ms. Anjana Makkar.
Ms. Anjana Makkar is the Grievance Redressal Officer for Citibank India to examine customer-issues and provide an impartial resolution.
Ms. Anjana Makkar can be reached at:
E-mail: grievanceredressalofficer@citi.com
Telephone: 1800-425-2484, +91-44-2850 1242.
The desk is functional between 9:30 AM and 6:30 PM, Monday to Friday.
Mr. Julio Ribeiro has been appointed as the external ombudsman for all collections and credit-related consumer disputes to examine customer-issues and provide an impartial resolution.
For any grievance with Citibank's Collections process, please get in touch with Julio Ribeiro's desk through the following access channels:
Mr. Julio Ribeiro can be reached at:
E-mail: Julio.Ribeiro@citi.com
Toll free number: 1800-419-4357 (will be active between 0830-1730 hours Monday to Friday)
Nodal Officer and other designated officials to handle complaints and grievances
Ms. Anjana Makkar who has been appointed as the Nodal Officer of Citibank India will be responsible for the implementation of customer service and complaint handling for the bank. Her contact details are as mentioned above.
4. Reserve Bank of India – Banking Ombudsman Scheme
As per the Reserve Bank of India Banking Ombudsman Scheme, 2006, a customer can file his complaint before the Banking Ombudsman if the reply is not received from the bank within a period of one month, after the bank concerned has received his representation, or the bank rejects the complaint, or the complaint is not satisfied with the reply given to him by the bank.
The details of the Banking Ombudsman Scheme as well as the contact details of the Ombudsman for your City or State are available on http://www.rbi.org.in
5. Internal Machinery to Handle Customer Complaints/Grievances
5.1 Customer Service Committee of the Board
This sub-committee of the Board would be responsible for the formulation of a comprehensive Deposit Policy incorporating issues such as the treatment of death of a depositor for operations of his account, the product approval process and the annual survey of depositor satisfaction and the triennial audit of such services. The committee would also examine any other issues having a bearing on the quality of customer service rendered.
The Customer Service Committee would also review the following:
  • Complaints received from the Regulator.
  • Awards passed by the Banking Ombudsman.
  • Internal complaints received, resolved and pending with root cause analysis and action steps to reduce complaints.
  • Grievance Redressal Mechanism Complaints escalated to the “Grievance Redressal Officer” and the effectiveness of the Grievance Redressal Mechanism of the bank.
  • Review the standing committee’s report.
  • Any other items concerning customer service.
5.2 Standing Committee on Customer Service
The Standing Committee on Customer Service comprising Seniors, Head of Service Delivery and Quality, the Grievance Redressal Officer of the Bank and independent members (eminent executives from the industry) will convene once a quarter to discuss the following:
  • Evaluate feedback on quality of the customer service provided by the banks. The committee would also review comments/feedback on customer service and implementation of commitments in the Code of Bank’s Commitments to Customers received from BCSBI.
  • The Committee would be responsible to ensure that the bank follows all regulatory instructions regarding customer service. Towards this, the committee would obtain necessary feedback from zonal/regional managers/functional heads.
  • The committee also would consider unresolved complaints/grievances referred to it by functional heads responsible for redressal and offer their advice.
  • The committee would submit report on its performance to the customer service committee of the board at quarterly intervals.
6. Interaction with Customers
The bank recognizes that customer expectations/requirements/grievances can be better appreciated through personal interaction with customers by the bank’s staff. Citibank will hold monthly customer meets or contact customers to gauge satisfaction and increase awareness of the Bank's products and services among customers. The minutes of the customer meets held at every branch will be placed before the Standing Committee on Customer Service.
7. Sensitizing Operating Staff on Handling Complaints
Citibank does and will continue to train officers handling complaints. Citibank conducts special training programs for excellence in customer service. The Nodal Officer provides training inputs based on the analysis of complaints received at the respective departments in the bank.
Please note: For any query resolution, Citibank would require customer to provide their account number and contact details.
   
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