Jammu and Kashmir Bank Home Loan Customer Care Number

Jammu and Kashmir Bank Home Loan customers can lodge their grievances related to the products, services or processes of the bank through the following channels for proper redressal of their complaints:

Level 1 – Branch Head

The Branch Head should acknowledge any complaint registered against a Business Unit. Branch Head or any officer designated by the Business Unit Head should register the complainant’s grievance in the ‘Customer Service Request Tracking System’ (CSRTS) so that the complainant gets the acknowledgement with a unique ID number for future reference.

Customers can also drop their feedback/complaint in the complaint boxes made available at every business unit. They can email their grievance/feedback at iamlistening@jkbmail.com, jkbcustomercare@jkbmail.com or can use the bank’s website and go to the Grievance/Feedback Posting Form to send their complaints/feedback. The Turn Around Time (TAT) for resolution of complaints at the Branch Level is 5 working days.

Level 2 – Zonal Head

The customer can escalate the complaint to the respective Zonal Head if their grievance is not resolved within the stipulated time. The customer can escalate the complaint through CSRTS. The Customer Care Department Incharge should get the complaint details from respective branch and try to resolve the issue within 5 working days from the escalation date to the satisfaction of the complainant. The addresses and area of operation of the Zonal Heads/Nodal Officers of the bank for Grievance Redressal are as follows:

The address of the Principal Nodal Officer of the bank is as follows:

Mr. Narjay Gupta
General Manager
Office of the General Manager,
Corporate Headquarters Srinagar.
Contact No: 0194-2502648
Email: narjaygupta@jkbmail.com

Level 3 – Customer Service, CHQ

If customers feel that their complaint has not been resolved to their satisfaction, they can escalate their complaint to the Customer Service, CHQ through CSRTS for proper redressal. They can also register the complaint through the grievance redressal portal on the bank’s website that will get routed to the concerned department at the Corporate Headquarters for redressal under intimation to the Customer Service, CHQ which will try to resolve the grievance to the complainant’s satisfaction within 5 working days from the escalation date. Customers will receive the acknowledgement and Unique ID number for future reference.

Level 4 – Internal Ombudsman

The Internal Ombudsman shall be handling complaints already examined by the Bank’s Internal Grievance Redressal Mechanism that were partially/wholly un-addressed. Jammu and Kashmir Bank has established an auto-escalation system of such complaints through the Complaint Management Software (CSRTS) for a final decision. These complaints will be escalated to Internal Ombudsman within 2 weeks of the date of complaint. The Ombudsman should inform the complainant of the final decision within 30 days from the receipt of complaint. The name and address of the Internal Ombudsman is mentioned below:

Mr. Rajendra Kumar Nehra
Office of the Internal Ombudsman,
Corporate Headquarters,
M.A. Road Srinagar – 190001 (J&K)
Contact No: 0194-2502646
Email: internalombudsman@jkbmail.com

Level 5 – Banking Ombudsman

The complainant may approach the Banking Ombudsman within 30 days from the date of complaint if he is not satisfied with the bank’s resolution or if their grievance is still unresolved. The name and address of the Banking Ombudsman for respective branches are provided in the Branch notice board and on the bank’s website. The address and area of operation of Nodal Officers under the Banking Ombudsman Scheme are as follows:

Note: Last checked on 11th July 2024