Level 1
- Home loan customers who are unhappy with the bank’s service can contact the Customer Service Executive of their nearest RBL bank’s branch.
- Customers can also write to the Branch Manager stating the complete details of the complaint including their names and account numbers.
- Customers can also share their grievances by filling out the Grievance Form available on the RBL Bank’s website.
Once aggrieved customers have registered their complaints, they will receive an acknowledgment of the same along with a reference number. Within 10 days, the customer should receive a response from the bank.
Level 2
If the grievances of RBL home loan customers are unaddressed or unresolved till 10 days, they can escalate their grievances quoting their reference numbers to the second level by contacting the Regional Nodal Officer of the Bank.
The Regional Nodal Officer will respond to you within 10 days.
Level 3
Customers who are unsatisfied with the response of the Regional Nodal Officer or who did not receive any response from the Regional Nodal Officer within 10 days can escalate their grievances to the Principal Nodal Officer of the Bank at the Final Level.
The contact details of the Principal Nodal Officer of the Bank are:
Principal Nodal Officer – RBL Bank Ltd.
Mr. Vikas Nigam
RBL Bank Ltd, Unit No. 306-311,
3rd Floor, JMD Megapolis,
Sector – 48, Sohna Road,
Gurugram – 122018, Haryana.
Email – principalnodalofficer@rblbank.com
Contact number – 022 7143 2700
On receiving your complaint, the Principal Nodal Officer will reply to you within 10 days.
Level 4
In case the customers do not receive any response from the Principal Nodal Officer in 10 days or if the response received is unsatisfactory and fails to address grievance, they may write to the Reserve Bank Integrated Ombudsman under the provisions of Reserve Bank Integrated Ombudsman Scheme, 2021 (RBIOS, 2021).
Complaints can be filed through any of the following modes:
- Website: https://cms.rbi.org.in.
- E-mail: crpc@rbi.org.in or
- Write at: ‘Centralised Receipt and Processing Centre’ (CRPC),
Reserve Bank of India,
4th Floor, Sector 17, Chandigarh – 160017
- Toll-free number: – 14448 between 9:30 am to 5:15 pm
