First Level Escalation
If the customer wants to raise a complaint with the bank for the first time, he/she can connect with the bank by using different channels mentioned in the link below:
https://www.kotak.com/en/customer-service/grievance-redressal/personal-banking/level-1.html
In the above-mentioned link, the bank has provided different ways to reach out to the bank.
Second Level Escalation
If the customer does not receive a satisfactory response at Level 1 within 5 working days, he/she can reach out to the Nodal Officer of the bank. Below-mentioned are the details of the Nodal Officer of Kotak Mahindra Bank:
Kotak Infiniti, 4th Floor, Zone 4
Building No. 21, Infinity Park,
Off Western Express Highway,
General AK Vaidya Marg,
Malad (E), Mumbai – 400097
Contact details: (080) 69428500
Timings: Monday to Friday (10:00 AM to 6:00 PM) (excluding bank holidays)
Please note that customers can refer to the provided link to raise their complaint to the Nodal Officer of the bank on their email id.
https://www.kotak.com/en/customer-service/grievance-redressal/personal-banking/level-2.html
Third Level Escalation
If the customer does not receive a satisfactory response at Level 2 within 5 working days, the customer can send an email to the Principal Nodal Officer of the bank. Below-mentioned are the details of the Principal Nodal Officer:
Kotak Infiniti, 4th Floor, Zone 1,
Building No – 21, Infinity Park,
General AK Vaidya Marg, Malad (E),
Mumbai – 400097
Contact details: (080) 69428600
Timings: Monday to Friday (10:00 AM to 6:00 PM) (excluding bank holidays)
The customer can refer to the provided link to write an email to the Principal Nodal Officer.
https://www.kotak.com/en/customer-service/grievance-redressal/personal-banking/level-3.html
It is to be noted that before raising a complaint to the Principal Nodal Officer, the customer must ensure that he/she provides a comprehensive complaint number to the bank since the complaint will be thoroughly looked into. To get a satisfactory response, it is advisable to provide service request number of the matter through email.
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Escalation to Ombudsman
If grievances of the customer do not get resolved at the above-mentioned levels within a month, the customer can approach the Banking Ombudsman. He/she can fill in the provided form in Annexure ‘A’ or the customer can lodge the complaint on his/her area of operation provided in the attached link.
Also Read : Kotak Mahindra Bank Customer Care