Tamilnad Mercantile Bank Home Loan Customer Care

1800 425 0426 (Toll Free)
09842461461

Existing Tamilnad Mercantile Bank Home Loan borrowers can record their grievance/complaint regarding the bank’s service delivery using the following escalation matrix:

Level 1 – Branch

Customers can lodge their complaints with the respective bank branch for grievance redressal. Every branch/office has a complaint/suggestion box where customers can register their grievances. The complaint box also displays a notice requesting customers to meet the branch manager in case their grievances are not redressed. Customers can use the ‘Complaint Form’ available at all branches and on the bank’s website to register their grievances. The customer gets a copy of the complaint as an acknowledgement. Another copy is forwarded to the concerned Regional Office along with the Branch Manager’s remarks. Branches should make efforts to resolve complaints within 3 weeks. Every branch will display the name of the official whom customers can approach in case they have any grievances.

Complainants can also lodge their grievances through the customer care numbers listed above or send an Email to customerservice@tmbank.in or complaints@tmbank.in.

The Customer Service Cell, Head Office will forward the queries to the concerned departments/branches for redressal.

Level 2 – Regional Office

If the branch is not able to resolve a customer’s query within 10 days of receiving the complaint or if the complainant is not satisfied with the bank’s reply, they can escalate the matter to the Regional Office on the 11^th day.

Every branch will display the name and address of the Regional/Zonal manager that the customers can approach if their grievance is not resolved at the branch level.

Level 3 – Head Office

If the Regional Office is not able to address a customer’s complaint within 5 days of receiving the complaint at their office or if the complainant is not satisfied with the bank’s reply, they can escalate the matter to the Regional Office on the 11^th day.

Level 4 – Banking Ombudsman

If the customer’s complaint is not redressed at the bank level within the given time frame or if complainant is not satisfied with the solution, he/she can approach the Banking Ombudsman or seek other legal avenues for resolution of their grievances. The address and contact details of the Principal Nodal officer to the Banking Ombudsman are as follows:

Shri P.Suriaraj
General Manager: Operations and Services Department
Customer Service Cell, HRD, Establishment, Bancassurance Cell, Integrated Treasury (IBD, Domestic Treasury and RTGS) and DP Cell
Tamilnad Mercantile Bank Ltd.
#57, V.E. Road, Tuticorin – 628002, Tamil Nadu
Phone: +91 (461) 232 1929, 232 1932, 232 3867, 232 5831
Email: customerservice@tmbank.in

Every branch will display the name and address of the Principal Nodal Officer that the customers can approach if their grievance is not resolved at the branch level. The branch will also display the name and contact details of the Banking Ombudsman under whose jurisdiction the bank branch falls.

Note: Last checked on 11th July 2024