ICICI Bank Grievance Redressal – Escalation Matrix

First Level Escalation

If the customer wants to raise any query or want to make any request, he/she can call at bank’s toll-free number 1800 1080.

Alternatively, the customer can also send a letter to the bank on the below-mentioned address:

ICICI Bank Limited
ICICI Phone Banking Centre, ICICI Bank Tower,
7^th floor, Survey no: 115/27, Plot no – 12,
Nanakramguda, Serilingampally,
Hyderabad – 500032

Second Level Escalation

If the customer is not satisfied with the resolution provided by the customer care executive at Level 1, he/she can speak to the branch officials for their resolution.

Alternatively, the customer can also drop their complaint in the boxes available at the branch.

Third Level Escalation

If the query has not been resolved at above-mentioned levels or the customer is not satisfied with the provided response, he/she can raise the query on the link provided here –
https://nli.icicibank.com/NewRetailWeb/loadGrievanceFormOne.htm

Fourth Level Escalation

If the issue of the customer is not resolved in 7 working days even after contacting the above-mentioned channels. The customer can write to Nodal Officer at:

The Nodal Officer
ICICI Bank Ltd.
Bandra Kurla Complex
Mumbai – 400051

Email: headservicequality@icicibank.com

Escalation to Ombudsman

In case the customer is still not satisfied with the resolution provided by the Nodal Officer, the customer can write to Banking Ombudsman appointed by RBI. The details of the same can be found in the provided link-
Customer Digital Journey (rbi.org.in)

Also Read : ICICI Bank Customer Care