State Bank of India Grievance Redressal – Escalation Matrix

First Level Escalation

Customers can lodge their complaints by calling 1860 500 1290, 1860 180 1290, 39 02 02 02 (prefix local STD code), or 1800 180 1290 (toll-free).

Customers can also lodge their complaints by writing an email to customercare@sbicard.com.

Alternatively, customers can contact customer care through web-based platform at www.sbicard.com/email.

 Second Level Escalation

If the customer is not satisfied with the solution provided at Level 1, he/she can lodge a complaint to the Nodal Officer of the bank. Below-mentioned are the details of the Nodal Officer:

Nodal Officer,
SBI Card PO Bag 28 – GPO,
New Delhi – 110001

Email – Nodalofficer@sbicard.com

Helpline – 1860-180-7777

Third Level Escalation

If the customer feels that the provided response is not satisfactory at Level 2, he/she can approach the Principal Nodal Officer of the bank by writing an email at PrincipalNodalOfficer@sbicard.com.

Fourth Level Escalation

Even after getting a response from the Principal Nodal Officer, the customer is not satisfied and wants to escalate the issue further, he/she can lodge the complaint with the Customer Service Head at CustomerServiceHead@sbicard.com.

Escalation to Ombudsman

If the issue is not resolved within a maximum period of 30 days from lodging the complaint, or the customer is still not satisfied with the response provided in the above-mentioned levels, the customer can lodge his complaint with Banking Ombudsman. Refer to the link provided area wise.

https://sbi.co.in/web/customer-care/addresses-and-helpline-nos-of-grievances-redressal-cell

Also read : State Bank Of India Customer Care