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Citizen's Charter 8

grievance redressal mechanism

We are committed to serve you to your satisfaction and make your experience of patronizing our services an enjoyable one. However, should you feel that our services need improvement and wish to lodge your feedback/complaint, we welcome your valuable suggestions and feedback. Our endeavor shall be to convert your complaint into a compliment.

In case of any complaint about our service or product, the matter may be brought to the notice of the concerned Manager for its immediate redressal. Kindly obtain the feedback/complaint form from the branch or you may download from our public domain website and submit it against acknowledgement to the branch or send it through email

Online Grievance Redressal System - Bank will provide for online registration of grievance on its website. The Online Grievance System would provide access to the customer also for recording the complaint, complaint status tracking and receiving response from the bank. In case of non redressal, you may contact the following

  • Customer Relationship Centre on toll free number provided
  • and/or

  • Chief Host posted at every Circle Office on given telephone number.
  • If the complaint is not redressed within 7 days, contact the concerned Circle Head.

Our toll free helpdesk number and contact details of other functionaries mentioned above are displayed at the branch notice board and are also available on the bank's website

Contact for ATM related complaints on account of following reasons:-

For ATM related complaints on account of following reasons:-

  • Cash not dispensed
  • Short dispensation of cash
  • Account debited twice but cash dispensed once.
  • Non- hot listing the ATM card once reported as stolen/lost

The grievance may be sent giving full details of the case to the branch where your account is maintained or to the designated contact person. The address of the contact person is displayed at all ATM locations, bank branch and on our website.

However, if the complaint remain unresolved, the grievance may be sent giving full details of the case to:

Bank's Nodal Officer (General Manager) for customer complaints at e-mail address complaint complaint@pnb.co.in

We shall endeavor to resolve your complaint/grievance at the earliest.

After exhausting above machinery/channels, if the customer is still not satisfied, he may write to: -

Chairman and Managing Director of the bank

If the complaint is not resolved to your satisfaction within a month, you are free to take recourse to the following:

The Banking Ombudsman located in State Capitals under RBI Ombudsman Scheme 1995, re-launched as Banking Ombudsman Scheme 2006. Presently, Banking Ombudsman is located at 15 Stations. Addresses and area of operation of Banking Ombudsman are given on public domain website.

Customers may also lodge their complaints through web based portal Centralized Public Grievance Redress & Monitoring System (CPGRAMS) developed by Directorate of Public Grievances (DPG), Department of Administrative Reforms & Public Grievances, Government of India.

Anonymous complaints will not be entertained

This Citizen Charter , inter-alia, provides the customers with promised time frame for various services offered by the bank and in order to have a better perspective about the customer's rights and obligations, the charter should be read in conjunction with the "Code of Bank's Commitments to Customers" being voluntarily adopted by the banks and implementation of which are monitored by Banking Codes and Standards Board of India(BCSBI)

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