First Level Escalation
If raising the complaint for the first time, the customer can call the bank at 1800 220 229/1800 103 1906/022 4091 9191 or can lodge the complaint by sending an email to the bank at cgro.boi@bankofindia.co.in
Alternatively, customers can also lodge their complaint on the provided portal here
https://grievances.bankofindia.co.in:8443/default.aspx
The bank shall provide a response within 5 working days.
Second Level Escalation
If the complaint of the customer is not resolved at Level 1, he/she can reach out to the Zonal Manager of the bank. Details of the Zonal Manager can be found in the provided link.
https://bankofindia.co.in/documents/20121/0/Nodal_officers_for_GR_Code_compliance.pdf
Third Level Escalation
If the complaint is still not addressed within 3 working days or the provided resolution is not satisfactory, the customer can reach out to the Chief Grievance Redressal Officer as under:
The General Manager,
Customer Excellence Branch Banking Department,
Star House I, Plot: C-5, G-Block, 2nd floor, East Wing,
Bandra-Kurla Complex, Bandra (East),
Mumbai – 400 051
Contact details: 022-66684860
Email id: cgro.boi@bankofindia.co.in
Escalation to Ombudsman
If the complaint of the customer has not been resolved within 30 days from the date of raising the complaint, he/she can escalate the issue to the Banking Ombudsman here
https://cms.rbi.org.in/rbi/vividflow/run/rbi#captchaAuthentication.
Read More : Bank of India Customer Care