State Bank of India, a government owned bank, is the largest banking and financial services company in India because of its total assets value. While writing this post the bank is offering following services (products) to Indian citizens:

  • Premium Savings Account, Savings Plus Account, Yuva Savings Bank Account, Basic Savings Bank Account, Small Account, Savings Bank Accounts for Minors.
  • Current account.
  • Term deposit under SBI Tax Savings Scheme 2006, Reinvestment Plan, SBI MODS, Recurring Deposit, Annuity Deposit Scheme and SBI Flexi Deposit Scheme.
  • Capital Gain Scheme.
  • Home, Auto, Education, Personal, Gold, Career Loans, Loans Against Securities and Property.
  • Mobile banking, ATM, Debit Cards, Internet Banking, Foreign Inward Remittances, New Pension Scheme and Safe Deposit Locker.
  • More…

If you are facing some sort of problem with this bank’s product or you want to lodge a complaint against one of its employee, then lets check out in this post how to do so?

Keep in mind that in this post we will also learn how to file a complaint against this bank with Reserve Bank of India (under Banking Lokpal or Ombudsman Scheme of 2006) as a very last step. So it is very necessary that you should follow this guide very carefully:

Step 1: Approach your nearest branch of State Bank of India and tell them (front desk executive, person who look after their debit and credit cards department, branch manager etc.) your whole problem in WRITING. In your complaint letter clearly describe your problem either in Hindi or English (try not to write the letter in other languages because you may face problems at a later stage if you escalate your complaint) and don’t forget to write your full name, address, account number, fixed deposit number, credit or debit card number etc. related to your complaint.

Keep in mind that there’s NO rule that a customer can’t approach a branch manager directly. If you think that a lower level officer is not handling your complaint properly or showing rude attitude, then approach the branch manager directly. Also get a receiving copy of your complaint letter with sign and seal of the bank (example here and here) – This is a very important step. With your receiving copy, the bank may also provide you with a complaint number.

Now ask the bank about total number of days they may take to resolve your problem. Suppose their answer is 10 working days, then patiently wait for 10 working days. If your problem don’t get resolved within this period, then proceed to step number 2, instead of going to the branch again and again and wasting your precious time.

Step 2: Email Network Nodal Officer of your area (head office of your state) using the contact details provided HERE (keep in mind that the phone numbers and email addresses may get changed in future, so make sure that you see the updated list of Network Nodal Officer on the official website of SBI) and write your whole problem in details. Don’t forget to mention the complaint number which you got from the branch you visited earlier. If you want then you can also attach a scanned copy of the receiving letter in which you got the seal and sign of the bank or one of its employee.

Note: If you don’t have a scanner, then you can use CamScanner for Android or CamScanner for iOS to snap, crop and auto-enhance the snapped picture using your mobile device’s camera.

After sending your email to nodal officers of SBI, if your problem don’t gets solved within 5 days or you are not satisfied with their response/resolution, then head over to step 3.

Step 3: Write (email or send snail mail) to General Manager (NBG – Coordination) or Principal Nodal Officer of State Bank of India using the contact details provided at the bottom of THIS PAGE (email address mentioned HERE – keep in mind that the email may change in future). Make sure you fully describe your problem, send necessary files and state the reason why you are not satisfied by the resolution of their nodal officers.

Your problem should get resolved at this stage. But if your problem don’t get resolved even after sending a complaint to the GM or you are not satisfied by his response, then it’s time to knock on the doors of Reserve Bank of India – One of the most powerful regulator of Government of India.

Step 4: When you are writing a complaint letter to RBI Ombudsman, always include following details:

  • Your full name and address.
  • Full Address and Area of Operation of Banking Ombudsman – Visit THIS PAGE for a complete list of RBI’s Ombudsman Centers. Keep in mind that you are required to send your complaint to that RBI center where your bank is located, not where you are currently living. For example, if your bank is located at Indore, Madhya Pradesh and you are living at Pune, Maharashtra, then you should send your complaint to RBI Bhopal, not to RBI Mumbai. Keep in mind that if you don’t send your complaint letter or email to proper center, then your complaint may get fully rejected.
  • Subject of your complaint which should include the name of your bank.
  • Body of your complaint – You should clearly describe your problem, write your account numbers/credit or debit card number etc. Also write about why you are not satisfied with the resolution provided by SBI. You may also want to include your PAN Card Number, Aadhar Card Number, Driving License number etc.
  • Scanned/xerox copies of necessary documents like your account statement, deposit certificates, previous email conversations with various departments of the bank, receiving copy of the complaint letter etc. related to your complaint.

Once you have sent your complaint to RBI, you will get your unique complaint number (example here) after some days/months depending on the type of medium (email or snail mail) you used to send them your complaint. If due to some reason they don’t accept your complaint, then they may send you a letter/email stating the reason of rejection.

RBI may take 30 to 90 days (can be more) to investigate on your complaint. They may even force the bank to give you proper resolution/answer.

I sincerely hope that this guide helps you in resolving your problems with State Bank of India. If not then you may want to go to consumer forum/court or take advice from a good lawyer in your area.

Important notes:

  • If your attachments are very large, then you can host them on the cloud storage service providers like on Dropbox, Google Drive etc.
  • A “consumer forum” is not a judicial entity, while a “consumer court” is.
  • The Banking Ombudsman can accept your grievances related to certain deficiencies in banking services only. All those deficiencies are listed on THIS PAGE.
  • If you are facing problem with SBI’s Credit Card department, then you need to first contact the nodal officer using THIS PAGE and then contact Banking Ombudsman.
  • In case you are facing problems with SBI’s demat account department, then you need to register your complaints on SCORES (SEBI) website. There is no need to send your grievances to RBI.