26-08-2017, 01:44 PM
Grievance Redressal Policy
We believe that customer service is an important imperative for the sustained growth of the business and we want to ensure that our clients receive an exemplary service through different points of contact of the Bank. Rapid and efficient service is essential to maintaining existing relationships and customer satisfaction is critical to the Bank.
Customer complaints constitute an important customer voice, and this policy details the handling of complaints through a structured complaint compensation framework. Complaint repair is supported by a review mechanism to minimize the recurrence of similar problems in the future. The Bank's claim compensation policy follows the following principles:
1. Customers are treated fairly at all times
2. Complaints made by clients are treated with courtesy and in a timely manner
3. Customers are informed of the ways to escalate their complaints within the organization, and their rights if they are not satisfied with the resolution of their complaints
4. Complaints are handled efficiently and fairly
5. Bank employees work in good faith and without prejudice to the interests of clients
This policy is available on the Bank's website and at our branches upon request. Employees are aware of the Bank's complaint handling process and the Bank's grievance repair mechanism.
Awareness of the Redressal Claims Mechanism
At HSBC, Customer Delight is our priority and we are committed to offering our customers the best banking experience in their class. If customers are happy with our services, we would love to hear from them. Likewise, customer feedback helps us strengthen the things we are doing well and at the same time improve in the areas where we have to do better.
The client can register their complaints / provide their comments in writing or verbally. The customer can go to the Bank to file a complaint through any of our service contact points listed below and wait for a response within 10 days of filing the complaint.
In the event that the customer does not receive a response within the number of days indicated below for each level or if the customer is not satisfied with the response received from the Bank, the customer may escalate the complaint to the next level as indicated below.
Click on the links below to access the Bank's grievance repair mechanism.
Redressal Claims Facility - Non Demat Accounts
Redressal Claims Mechanism - Demat Account holders
Internal machinery to deal with customer complaints
Nodal Officers and other officers designated to handle grievances and grievances
The Bank has appointed Regional Nodal Officers and the Chief Nodal Officer under the Bank Ombudsman Plan 2006 (as amended until February 3, 2009), who are responsible for ensuring that the complaint is resolved on behalf of the Bank. Details of Regional Nodal Officers, Code Compliance Officers, our Senior Management and Banking Ombudsman are displayed on bulletin boards at branches and posted on the complaint resolution page on our website www.hsbc.co .in. The Bank's Code of Commitment to Customers and the Code of Fair Practices are also available on our website.
Complaint Resolution
The point of contact of the service (as specified above) that receives the complaint together with the Customer Service Center is responsible for the resolution of the complaint / complaint to customer satisfaction. Every effort will be made to provide adequate and appropriate solutions to the customer whenever possible. However, if the client remains unsatisfied with the resolution, he can scale the problem through the grievance repair mechanism, which is mentioned in section 2 above.
Time frame
Appropriate deadlines have been established for each complaint depending on the investigations that would be involved in the resolution of the same. Complaints are properly acknowledged on the receipt and clients are informed of delays if any, in the resolution.
Sensitize staff on handling complaints (Training)
Our staff is specially trained to deal with complaints. Training includes both operations and soft skills, as different clients perceive and react differently to aspects of handling complaints. Our staff is encouraged to have an open attitude towards registering complaints, ensuring the recovery of the service and gaining the trust of the client. Nodal Chief Officer and other managers, based on their observation of grievance repair in various service forums, share their views and staff training needs with the respective departments.
Bank Customer Service Committees
The Bank has a strong framework of customer service committees to maintain supervision and contribute to the improvement of customer service within the Bank. Committees are responsible for understanding the opportunities that may exist for service development and product improvement, especially to enhance the customer experience. The committees exchange important views on the
We believe that customer service is an important imperative for the sustained growth of the business and we want to ensure that our clients receive an exemplary service through different points of contact of the Bank. Rapid and efficient service is essential to maintaining existing relationships and customer satisfaction is critical to the Bank.
Customer complaints constitute an important customer voice, and this policy details the handling of complaints through a structured complaint compensation framework. Complaint repair is supported by a review mechanism to minimize the recurrence of similar problems in the future. The Bank's claim compensation policy follows the following principles:
1. Customers are treated fairly at all times
2. Complaints made by clients are treated with courtesy and in a timely manner
3. Customers are informed of the ways to escalate their complaints within the organization, and their rights if they are not satisfied with the resolution of their complaints
4. Complaints are handled efficiently and fairly
5. Bank employees work in good faith and without prejudice to the interests of clients
This policy is available on the Bank's website and at our branches upon request. Employees are aware of the Bank's complaint handling process and the Bank's grievance repair mechanism.
Awareness of the Redressal Claims Mechanism
At HSBC, Customer Delight is our priority and we are committed to offering our customers the best banking experience in their class. If customers are happy with our services, we would love to hear from them. Likewise, customer feedback helps us strengthen the things we are doing well and at the same time improve in the areas where we have to do better.
The client can register their complaints / provide their comments in writing or verbally. The customer can go to the Bank to file a complaint through any of our service contact points listed below and wait for a response within 10 days of filing the complaint.
In the event that the customer does not receive a response within the number of days indicated below for each level or if the customer is not satisfied with the response received from the Bank, the customer may escalate the complaint to the next level as indicated below.
Click on the links below to access the Bank's grievance repair mechanism.
Redressal Claims Facility - Non Demat Accounts
Redressal Claims Mechanism - Demat Account holders
Internal machinery to deal with customer complaints
Nodal Officers and other officers designated to handle grievances and grievances
The Bank has appointed Regional Nodal Officers and the Chief Nodal Officer under the Bank Ombudsman Plan 2006 (as amended until February 3, 2009), who are responsible for ensuring that the complaint is resolved on behalf of the Bank. Details of Regional Nodal Officers, Code Compliance Officers, our Senior Management and Banking Ombudsman are displayed on bulletin boards at branches and posted on the complaint resolution page on our website www.hsbc.co .in. The Bank's Code of Commitment to Customers and the Code of Fair Practices are also available on our website.
Complaint Resolution
The point of contact of the service (as specified above) that receives the complaint together with the Customer Service Center is responsible for the resolution of the complaint / complaint to customer satisfaction. Every effort will be made to provide adequate and appropriate solutions to the customer whenever possible. However, if the client remains unsatisfied with the resolution, he can scale the problem through the grievance repair mechanism, which is mentioned in section 2 above.
Time frame
Appropriate deadlines have been established for each complaint depending on the investigations that would be involved in the resolution of the same. Complaints are properly acknowledged on the receipt and clients are informed of delays if any, in the resolution.
Sensitize staff on handling complaints (Training)
Our staff is specially trained to deal with complaints. Training includes both operations and soft skills, as different clients perceive and react differently to aspects of handling complaints. Our staff is encouraged to have an open attitude towards registering complaints, ensuring the recovery of the service and gaining the trust of the client. Nodal Chief Officer and other managers, based on their observation of grievance repair in various service forums, share their views and staff training needs with the respective departments.
Bank Customer Service Committees
The Bank has a strong framework of customer service committees to maintain supervision and contribute to the improvement of customer service within the Bank. Committees are responsible for understanding the opportunities that may exist for service development and product improvement, especially to enhance the customer experience. The committees exchange important views on the