South Indian Bank Home Loan Customer Care

South Indian Bank Home Loan Customer Care Number

1800 425 1809 (Toll Free)
1800 102 9408 (Toll Free)
+91 484 6689600 (Exclusive NRI Customer Care)
+91 484 2388555 (Exclusive NRI Customer Care)

Grievance Redressal

Existing South Indian Bank Home Loan borrowers not happy with the bank’s services can register their grievances or provide feedback related to the bank’s products/services or processes. Complainants can use any of the below methods to submit their complaints:

• Call on any of the customer care numbers mentioned above,
• Send an email to customercare@sib.co.in,
• Register their complaints, feedback or suggestions in writing and address it to the Branch, Controlling Offices, Head Office or any executive of the Bank on their designated email,
• Use the Web based Grievance Redressal Management Portal – WebGRM – available under ‘Complaint Registration’ on the bank’s website or through other social media networking sites,
• Submit their financial & non-financial (internet & mobile banking related) complaints through the bank’s mobile application SIB Mirror + and track the status of their complaints using the View Status option, or
• Raise their complaints, suggestions or queries through the bank’s Net Banking Portal SIBerNet – Message Centre.

If a customer has a complaint with respect to a particular branch, he/she can contact the Branch Manager either directly or by phone/email etc. Customers can use the complaint/suggestion box and complaint book/register, present at each branch, to enter their grievances. The branch should also display a notice requesting customers to meet the Branch Manager in case of any grievance(s). The homepage on the bank’s website also has a ‘Complaint Form’, which also has the details of the Nodal Officers, for general complaints. The Branch Managers should aim to resolve the grievance within the next working day at that branch level, failing which the customer can register their grievance through the following channels:

Level 1 – Customer Care

Customers who are not satisfied with the bank’s services can submit their complaint online through the ‘Grievance Registration with Customer Care’ form available on the bank’s website. Complainants should select the correct complaint category and provide contact details to ensure that the Customer Care team reaches them at the earliest. The complainant will get an auto acknowledgement with a reference number once the bank receives his/her complaint.

The complaint will undergo 3 levels of internal escalation based on the nature of complaint and the business unit handling the resolution process:

• A designated official from the concerned business unit handles the complaint. If he/she exceeds the stipulated TAT for the grievance redressal process, the complaint will get auto-escalated to his/her immediate supervisor.
• The supervisor will also have to resolve the issue within a specific number of days post which the complaint gets internally escalated to the next level.
• Once the supervisor is unable to resolve the query within the stipulated TAT, the complaint gets escalated to his/her supervisor or the head of business unit. A specified number of days will be allotted at this level for resolution post which the complaint will be escalated to the nodal department, i.e. Facility Management Group.

Level 2 – Nodal Officer

If a customer’s complaint is not redressed satisfactorily or if there is a delay in the bank’s response in Level 1, they can approach the bank’s Nodal Officer mentioned below:

Mr Shine Kappen
Chief Manager
Facility Management Group (Customer Relations)
South Indian Bank Ltd.
Head Office Mission Quarters, Thrissur – 680001
Tel: 0487-2420020, Extn: 687

Customers can get in touch with the Nodal Officer by registering their complaint on the bank’s website. The Nodal Officer should resolve the complaint within 10 day from the escalation date.

Level 3 – Principal Nodal Officer

If a customer’s complaint is not redressed satisfactorily or if there is a delay in the bank’s response in Level 1, they can approach the bank’s Nodal Officer mentioned below:

Mr Anto George T
Senior General Manager (HR & Admin)
South Indian Bank Ltd.,
Head Office, Mission Quarters, Thrissur – 680001
Tel: 0487-2420020, Extn: 564

Customers can get in touch with the Nodal Officer by registering their complaint on the bank’s website.

Level 4 – Internal Ombudsman

The bank shall appoint an Internal Ombudsman as an independent authority to review the complaints that are partly/wholly rejected by their Internal Grievance Redressal System. The bank shall also reply to the complainant in writing if the Internal Ombudsman has inspected their complaint and his/her concurrence is obtained for rejection.

If the bank is having a dispute with the Internal Ombudsman’s decision, the Managing Director will take the final decision. The Customer Service Committee of the bank’s board will review any such case.

Level 5 – Banking Ombudsman

A complainant can approach the Banking Ombudsman if they are not satisfied with the bank’s redressal of their complaint or they do not receive any reply from the bank within a month of lodging the complaint.

The details of the Banking Ombudsman will be made available under the Disclosure section of the bank’s website under the disclosure section, on the RBI website and on the Comprehensive Notice Board of the bank branches.

Note: Last checked on 11th July 2024