While writing this post HDFC bank is India’s 5th largest bank as per its assets value. The headquarter of this bank is located at Mumbai, Maharashtra and the bank is also ranked in the list of top 50 Banks in the world in terms of market capitalization.
The bank is currently offering following services to its customers:
- Savings Accounts, Salary Accounts, Current Accounts Deposits, Safe Deposit Locker and Rural Accounts.
- Various types of loans like home loan, education loan, car loan, personal loan etc.
- Debit and credit cards.
- Demat account.
- Different types of Insurances for health, life, motor, travel etc.
- Services like Phone banking, internet banking, ATM etc.
I have been a customer of this bank for more than 5 years and I can assure you that this is one of the best bank ever. Most of this bank’s employee are well behaved and help you patiently. The only thing that I don’t like about this bank is that for almost EVERYTHING you have to write an application or submit some sort of form to their head office via snail mail. But I think this is mainly due to security reasons.
Anyway 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.
Note: I have been a regular customer of this bank and I seriously don’t think that you will ever need to approach RBI Ombudsman. The customer care department of this bank is top notch and if you follow this guide carefully, then you will be able to sort out your problems quickly.
Step 1: Approach your nearest branch of HDFC Bank 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, showing rude attitude or forcing you to signup for additional services/products, 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 reference number.
Now ask the bank about total number of days they may take to resolve your problem. Suppose their answer is 3 working days, then patiently wait for 3 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 firstname.lastname@example.org (got this email from their twitter account and yes almost ALL queries sent to this address gets resolved very quickly) or write a letter/send a fax to Nodal Officer/Principal Nodal Officer of HDFC bank using the information present in THIS LIST – Keep in mind that the contact details may get changed in future, so make sure that you check the updated list on the official website of HDFC. Write your whole problem in details and don’t forget to mention the complaint reference 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.
Your problem should get resolved at this stage. In case you are not satisfied by the resolution given by the bank or you are not happy with their answer, then it’s time to write a complaint letter to RBI – One of the most powerful regulator of Government of India.
Step 3: 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 Chandigarh, Haryana and you are living at Chennai, Tamil Nadu, then you should send your complaint to RBI Chandigarh, not to RBI Chennai. 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 HDFC Bank. 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 HDFC Bank. If not then you may want to go to consumer forum/court or take advice from a good lawyer in your area.
- 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.
- In case you are facing problems with HDFC bank’s demat account department or HDFC Mutual Fund, then you need to send your complaint first to their grievance department and then to SCORES (SEBI), because your complaint is related to products that are dependent on stock market.