TMB Grievances Redressal Mechanism : Tamilnad Mercantile Bank

Organisation : TMB Tamilnad Mercantile Bank Ltd
Facility : Grievances Redressal Mechanism

Grievances Redressal Mechanism : https://www.statusin.in/uploads/19450-grievance_rp.pdf
Home Page : http://www.tmb.in/

Grievances Redressal Mechanism :

** In case of grievances, Customers may lodge complaint in the forms available at all branches.
** The complaint form also indicates that the first point for Redressal is the bank itself and that the complainants may approach the Banking Ombudsman only if the complaint is not resolved within one month.

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** The third copy of the complaint will be returned to customer as acknowledgement.
** Another copy is to be forwarded to the concerned Regional Office along with the remarks of the Branch Manager.
** Branches will make efforts resolve the complaints expeditiously within a maximum period of three weeks.
** The Complaint Form is also available in the Bank’s website.
** Customers may also lodge complaints through alternate channels viz. Toll Free helpline numbers 18004250426 / 09842461461 or e-mail to complaints@tmbank.in or customerservice@tmbank.in.
** Complaints are forwarded to the concerned branches / departments for Redressal by our Customer Service Cell, Head Office.
** In case of difficulty or unsatisfactory reply, customers can approach the Regional Manager, under whose administrative control the Branch functions.
** The contact details of the Regional Manager is displayed in the Notice Board at the Branches.
** Branches should maintain a Complaints Register in the prescribed format for recording the complaints / grievances. All complaints received at the branch level, through RO / HO or other modes should be invariably recorded in the Register.
** The complaints Customer Grievance Redressal Policy 2016 register should be scrutinized by the Regional Manager during branch visits and his observations / comments should be recorded in the visit reports.
** A statement of complaints will be submitted to the Customer Service Committee of Board along with detailed analysis of the individual complaints received.

The complaints will be analyzed :
(i) to identify customer service areas in which the complaints are frequently received;
(ii) to identify frequent sources of complaint;
(iii) to identify systemic deficiencies; and
(iv) for initiating appropriate action to make the grievance Redressal mechanism more effective.

The details of complaints will be disclosed along with the financial results of the Bank in the following format:
A. Customer Complaints :
(a) No. of complaints pending at the beginning of the year
(b) No. of complaints received during the year
(c) No. of complaints redressed during the year
(d) No. of complaints pending at the end of the year

B. Awards passed by the Banking Ombudsman :
(a) No. of unimplemented Awards at the beginning of the year
(b) No. of Awards passed by the Banking Ombudsmen during the year
(c) No. of Awards implemented during the year
(d) No. of unimplemented Awards at the end of the year
Further, the above details about complaints will be published in the Bank’s web-site for the information of general public at the end of each financial year.

Centralized Registry for recording complaints:
** The bank has developed an in-house module for recording the complaints received through various channels and it is installed in the bank’s intranet.
** It could be used by all branches and regional offices.
** Branches can view the complaints pending and submit reply in the program itself, which will be reviewed and approved by their Regional Offices.

Interaction with customers:
** To have a better Banker – Customer relationship, Branch Level Customer Service Committee is formed, which meets every month.
** The feedback given by customers in the meeting are conveyed to the Customer Service Cell, Head Office.
** Viable and bankable suggestions / feedback are taken up with the concerned Departments for implementation.
** The suggestions given by the customers are much useful in improving the existing products and services and also while devising new products.