Grievance Redressal
Customer Complaint Resolution Process
📋 Complaint Resolution Process
We are committed to resolving customer grievances efficiently. If you have any complaints or concerns, please follow the escalation matrix below. Each level has a designated timeline for resolution.
Escalation Matrix
1
Customer Service Executive
First point of contact for all customer complaints and queries.
Resolution: 3-5 Working Days
2
Grievance Redressal Officer
Escalation for unresolved complaints from Level 1.
Grievance Redressal Officer
Mr. Shushant Dash
grievanceredressalofficer@westerncap.in+91 22 2825 6772
Resolution: 7 Working Days
3
Nodal Officer & Principal Nodal Officer
Final internal escalation for complex or unresolved grievances.
Resolution: 15 Working Days
4
Banking Ombudsman
External escalation for unresolved complaints after internal process.
Reserve Bank of India Ombudsman
If the complaint is not resolved within 30 days or if you are not satisfied with the resolution
Visit RBI Ombudsman PortalCMS Portal
Resolution: 30 Days
💡 Important Notes:
- Please provide complete details of your complaint including your contact information
- Keep reference numbers for all your communications with us
- All complaints are tracked and monitored for timely resolution
- You can also visit our office for in-person grievance submission
- We value your feedback and are committed to improving our services