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Old March 18th, 2016, 11:04 AM
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Join Date: Nov 2011
Default Re: Ombudsman Yes Bank

YES BANK has adopted the following policy, in respect of handling customer complaints/grievances, in line with the Quality Policy of the Bank.

Internal Machinery to Handle Complaints/ Grievances

Customer Service Committee of the Board (Service Excellence Committee):

This sub- committee of the Board is responsible for formulating the Comprehensive Deposit Policy incorporating issues such as the treatment of death of a depositor for operations of his account, the product approval process and the annual survey of depositor satisfaction.

The Committee would also examine any other issues having a bearing on the quality of customer service rendered.

The Customer Service Committee would also review the following:

1. Complaints received from the Regulator

2. Awards passed by the Banking Ombudsman

3. Internal complaints received, resolved and pending with root cause analysis and action steps to reduce complaints

4. Effectiveness of the Grievance Redressal mechanism adopted by the Bank

5. Review the standing committee’s report

6. Any other items concerning customer service

Standing Committee on Customer Service

The Standing Committee on Customer Service is chaired by the Executive Director/Managing Director, who is also a member of the Customer Service

Committee of the Board and has other senior members of the Bank as its constituents.

The Committee has the following functions:

1. Evaluate feed-back on quality of customer service received from various quarters, across Branches

2. Review comments/feed-back on customer service and implementation of commitments in the Code of Bank’s Commitments
to Customers received from BCSBI

3. Ensure that all regulatory instructions regarding customer service are followed by the bank
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