Customer Service Policy

Chapter 4:

Customer
Grievance
Redressal
(Updated on 09-07-2024)

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Table of Contents

S.No Content Page No

I Introduction 3

II Objective 3

1 Definition of Query, Complaint and Representation 4

2 Grievance Matrix 5

Internal Machinery to handle Customer complaints/

3 7
grievances

4 Reserve Bank Integrated Ombudsman 7

5 Internal Ombudsman Scheme 8

6 Customer Service Committee of the Board 20

7 Standing Committee on Customer Service 20

Nodal Officer and other designated officials to handle

8 20
complaints and grievances

9 Resolution of Grievances 21

10 Customer Service Request Tracking System (CSRTS) 22

11 Interaction with customers 23

12 Sensitizing operating staff on handling complaints 24

13 Integrated Ombudsman Scheme 2021 26

Address & Area of Operations of Nodal Officers of the Bank

14 28
for Grievance Redressal

Address of Principal Nodal Officer & Nodal Officers of the

15 30
Bank under Banking Ombudsman Scheme

16 Address of Internal Ombudsman of the Bank 30

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I. Introduction

Business always starts and closes with customers and hence the customers must be
treated as the King of the market. All the business enhancements, profit, status,
image etc. of the organization depends on customers. Hence it is important for all
the organizations to meet all the customers’ expectations and ensure that every
customer is a satisfied customer. It can only be attained if the customer has an
overall good relationship with the Bank. In today’s competitive business
marketplace, customer satisfaction is an important performance exponent and basic
differentiator of business strategies. Hence, more the customer satisfaction more is
the business and the bonding with the customer.

II. Objectives:

Customer complaints are part of the business life of any corporate entity. This is
more so for banks because banks are service organizations. As a service organization,
customer service and customer satisfaction should be the prime concern of any bank.
The bank believes that providing prompt and efficient service is essential not only
to attract new customers, but also to retain existing ones. This policy document
aims at minimizing instances of customer complaints and grievances through proper
service delivery and review mechanism and to ensure prompt redressal of customer
complaints and grievances. The review mechanism should help in identifying
shortcomings in product features and service delivery. Customer
dissatisfaction would spoil bank’s name and image. The bank’s policy on Grievance
Redressal follows the under noted principles/objectives:-

 Customers be treated fairly at all times

 Complaints raised by customers are dealt with courtesy and on time
 Customers are fully informed of avenues to escalate their
complaints/grievances within the organization and their rights to alternative
remedy, if they are not fully satisfied with the response of the bank to their
complaints.
 Bank will treat all complaints efficiently and fairly as they can damage the
bank’s reputation and business, if handled otherwise.
The Bank employees must work in good faith and without prejudice to the interests
of the customer. The Bank shall also ensure that all employees concerned are
informed about the complaint handling process and its subsequent updates.

The customer complaint arises due to:

a. The attitudinal aspects in dealing with customers

b. Inadequacy of the functions/arrangements made available to the customers
or gaps in standards of services expected and actual services rendered.

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 The customer is having full right to register his complaint if he is not satisfied with
the services provided by the bank. He can give his complaint in writing, orally or
over telephone. If customer’s complaint is not resolved within given time or if he is
not satisfied with the solution provided by the bank, he can approach Banking
Ombudsman with his complaint or other legal avenues available for grievance
Redressal.

1. Definition of Query, Complaint and Representation:

The Bank will clearly differentiate between Queries, Complaints and

Representations so that customer issues are logged accurately.

1.1 Query: Any doubt/ enquiry/ request (e.g. deliverables, services and waivers) is
a query. Customer enquiring/ checking / cross checking/ status before the
expiry of specified turnaround time (TAT) for service/ deliverables come within
the scope of query.

1.2 Complaint: A Complaint is:

a) A grievance/ protest/ grumble
b) Customer disputing about services/ products/ processes
c) An error committed at Branch office level, in respect of attitudinal aspects or
inadequate arrangements made available or gaps in services.
d) Any Query not responded within turnaround time.

1.3 Representation: A Representation is a request made by a person or a group of

persons asking for some relaxations while availing services from the Bank.

Illustrative examples:

SsS S.No QUERY COMPLAINT REPRESENTATION

1. 1 Any doubt / enquiry / Non collection or Waiver of Interest in a

request (e.g. inordinate delay in loan account.
deliverables, services, the collection of
waivers) cheques, drafts, bills
etc.

2. 2 Customer enquiring Delay in remittance / Waver of minimum

/checking cross transfer of funds/ balance charges.
checking / status operation of
before the expiry of accounts
specified TAT for
service/ deliverables

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3. 3 Non-receipt of Credit/ Delay in opening of Reduction of Interest
Debit card/ PIN accounts /furnishing rates while sanctioning
(within TAT) / of statement of loans.
statement (1st time) accounts or delay in
completion of pass
book

4. 4 Query on application Difficulties Waiver of NEFT /

status (Within TAT) experienced in RTGS/DD / PO charges
issuance of duplicate
drafts

5. 5 Query on Pension Cash not dispensed/

disbursement, TDS on less cash dispensed
Pension, Submission from ATM etc
of Pension
documents, Pension
revisions.

2. Grievance Matrix: The grievance escalation matrix of the Bank shall be as

follows:-

i. Level I: Branch Head/ Incharge Team/Department

The complaint registered by the customer against any Branch or Office through
CSRTS Portal shall be received by the Branch/Team/Department in the said
Application. An email alert alongwith Ticket ID shall be generated and sent to the
concerned BM/ Incharge Department or Team. Auto- acknowledgement will also be
sent to the customer through email/SMS.

Branch Manager/Incharge Team/Department with will assign the complaint to the

staff working under him/her for processing. After examining the response, Branch
Manager/Incharge Team/Department shall either accept or reject the complaint and
submit it to Zonal Head/DGM of concerned Department who has been designated as
Level II.

The complaints received directly by the Branches from the customers shall be
uploaded in CSRTS Portal and processed through the said Application as per work
flow mentioned above.

TAT for resolution of Grievance at Level I: 05 days.

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ii. Level II: Zonal Head/DGM Team/Department

The complaint processed at Level I shall be routed to Zonal Head/ DGM of the
concerned Team/Department who shall examine the customer complaint and the
action taken at Level I. The complaints accepted at Level I shall be disposed-off by
concerned Zonal Head/ DGM by giving the verdict as ‘Accepted’. The accepted
complaint shall get closed at this level and same shall be conveyed to the customer
through SMS or email alongwith closure remarks as recorded by Zonal Head/ DGM
concerned while giving the decision. In case of rejection of the complaint, Zonal
Head/ DGM concerned will provide his remarks/reason and submit it to Level III who
is General Manager (Customer Service) CHQ.

TAT for resolution of Grievance at Level II: 05 days.

iii. Level III: General Manager (Customer Service Department) CHQ

All partially or wholly rejected complaints shall be escalated to General Manager

(Customer Service Department) CHQ through CSRTS Portal. After analysis and
following proper SOP, if the resolution of the complaint given by Level II is upheld,
the complaint shall be escalated to Internal Ombudsman for review. In case the
decision given by Level II is overturned, the complaint shall be redirected to Level
II for closure and conveying the decision to the complainant.
TAT for disposal of Grievance at Level III: 05 days.

iv. Level IV: Internal Ombudsman:

All Partially or wholly rejected complaints shall be escalated to Internal Ombudsman

through CSRTS Portal for review. In case the Internal Ombudsman overturns the
decision of the Bank, SOP for acceptance or disagreement of the decision of Internal
Ombudsman shall be followed. In case Internal Ombudsman upholds the decision of
the Bank, the complaint will be redirected to Level II for closure and conveying the
decision to the customer. Besides, following message will be sent to the customer:

“The complaint has been examined by the Internal Ombudsman and for the reasons
stated in the reply, the decision of the Bank has been upheld. In case you are not
satisfied, you may approach the Reserve Bank-Integrated Ombudsman online at
https://cms.rbi.org.in or through physical mode to the Centralized Receipt and
Processing Centre, Reserve Bank of India, 4th Floor, Sector 17, Chandigarh – 160017
within one year of receipt of the decision.”
TAT for disposal of Grievance at Level IV: 10 days.

Other Sources of Grievances: Apart from direct grievances from customers,

grievances received through various regulatory bodies including Reserve Bank of

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India, Banking Ombudsman, Government of India & Consumer Helpline shall be
handled centrally by Customer Service, CHQ.

Mode of response: Bank shall ensure that the mode of response is as per the mode
of customer intimation received. Cases received through e-mail shall be responded
though e-mail.

3. Internal Machinery to handle Customer complaints/ grievances

3.1 Internal procedures: -

i. If customer wants to make a compliant, we will tell him how to do this and what
to do if he is not satisfied with the outcome. Our staff will help the customers to
the best of their satisfaction with any queries they have.
ii. We have installed ‘complaint boxes’ at every Branch offices where customers can
drop their complaints/feedback.
iii. Customers can email their complaint(s) / feedback at
iamlistening@jkbmail.com/ jkbcustomercare@jkbmail.com or can use our
website www.jkbank.com for sending their complaints/feedback. Bank shall
provide them a complaint reference number and keep them informed of the
progress within a reasonable period of time. Customers can also lodge complaint
over phone on 0194-2481999.
iv. For any queries, customer can contact on Bank’s Toll Free Number 1800-890-
2122.
v. On receiving the complaint, we will send written acknowledgement to the
customer.
vi. We will send customer our final response within thirty days and will inform him
that if he is not satisfied, he can approach Reserve Bank- Integrated Ombudsman
(RBIO).

4. Reserve Bank- Integrated Ombudsman:

If the complaints are not resolved within 30 days or in case the customer is not
satisfied with the service or redressal provided by the bank, he can also approach
the Reserve Bank Integrated Ombudsman (RBIO). Complaints be filed online on
https://cms.rbi.org.in. Complaints can also be sent in physical mode to the
‘Centralised Receipt and Processing Centre’ Reserve Bank of India, 4th Floor, Sector
17, Chandigarh – 160017.

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5. Internal Ombudsman Scheme:

1. Definitions

i. In these Directions, unless the context states otherwise, the terms herein
shall bear the meanings assigned to them as below:
a. “Bank” means a ‘banking company’, a ‘corresponding new bank’ and
‘State Bank of India’ as defined in Section 5 of the Banking Regulation
Act, 1949 (Act 10 of 1949) that are included in the Second Schedule of
the Reserve Bank of India Act, 1934 (Act 2 of 1934), but does not
include a bank in resolution or winding up or under directions or any
other bank as specified by the Reserve Bank;
b. “Banking Outlet” is a fixed-point service delivery unit, manned by
either bank’s staff or its business correspondent where services of
acceptance of deposits, encashment of cheques / cash withdrawal or
lending of money are provided for a minimum of four hours per day for
at least five days a week;
c. “Competent Authority” means Executive Director In-charge of
customer service for banks, Executive Director / Managing Director /
Chief Executive Officer for Non-Banking Financial Companies,
Managing Director / Chief Executive Officer for Non-bank System
Participants, and Managing Director / Chief Executive Officer for Credit
Information Companies;
d. “Complaint” means a representation in writing or through other modes
alleging deficiency in service on the part of the Bank and seeking relief
thereon;
e. “Credit Information Company (CIC)” means a company as defined in
the Companies Act, 2013 (18 of 2013) and has been granted a
certificate of registration under sub-section (2) of section 5 of the
Credit Information Companies (Regulation) Act, 2005 (30 of 2005);
f. “Deficiency in service” means a shortcoming or an inadequacy in any
service, which the Bank is required to provide statutorily or otherwise,
which may or may not result in financial loss or damage to the
customer;
g. “Deputy Internal Ombudsman” means any person appointed under
clause 6 of these Directions;
h. “Internal Ombudsman” means any person appointed under clause 5 of
these Directions;
i. “Non-Banking Financial Company (NBFC)” means an NBFC as defined in
Section 45-I (f) of the Reserve Bank of India Act, 1934 and registered
with the Reserve Bank; but does not include a standalone Primary
Dealer, Core Investment Company, an Infrastructure Debt Fund-Non-
Banking Financial Company (IDF-NBFC), a Non-Banking Financial
Company - Infrastructure Finance Company (NBFC-IFC), NBFC- Account
Aggregator, NBFC under Corporate Insolvency Resolution Process, NBFC
in liquidation and / or winding up, or under directions of Reserve Bank
of India or any other NBFC specified by the Reserve Bank;
j. “Non-bank System Participant (NBSP)” means any person other than a
bank participating in a payment system as defined under Section 2 of

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 the Payment and Settlement Systems Act, 2007 including a ‘System
Provider’11;
k. “Payment System” means a system that enables payment to be
effected between a payer and a beneficiary, involving clearing,
payment or settlement service or all of them, but does not include a
stock exchange;
l. “Bank (RE)” means a bank or an NBFC or an NBSP or a CIC as defined
in these Directions, or any other entity as may be specified by the
Reserve Bank from time to time;
m. “Related Party” shall include related party as defined in sub-clause 76
of section 2 of the Companies Act, 2013 and related party as per the
applicable accounting standards.
ii. All other expressions, unless defined herein, shall have the same meaning as
assigned to them under the Banking Regulation Act, 1949, the Reserve Bank
of India Act, 1934, the Payment and Settlement Systems Act, 2007, the Credit
Information Companies (Regulation) Act, 2005, the Credit Information
Companies Rules, 2006, the Credit Information Companies Regulations, 2006,
or the Reserve Bank – Integrated Ombudsman Scheme (RB-IOS), 2021 or
regulations, directions and guidelines issued by the Reserve Bank of India.

4. Applicability

These Directions shall apply to the Bank as defined under clause 1(i)(c) of these
Directions and having 10 or more banking outlets in India, whether such bank is
incorporated in India or outside India;

5. Appointment of Internal Ombudsman

i. The Bank shall appoint the Internal Ombudsman after satisfying themselves
that the following prerequisites are fulfilled for the appointment of Internal
Ombudsman:
a. The Internal Ombudsman shall either be a retired or serving officer, in
the rank equivalent to a General Manager of another bank / Financial
Sector Regulatory Body / NBSP / NBFC / CIC, having necessary skills
and experience of minimum seven years of working in areas such as
banking, non-banking finance, regulation, supervision, payment and
settlement systems, credit information or consumer protection;
b. The Internal Ombudsman shall previously not have been employed, nor
presently be employed, by the Bank or the Bank’s related parties.
ii. The Internal Ombudsman shall not be over 70 years of age before the
completion of the tenure.

iii. The Bank may appoint more than one Internal Ombudsman depending on the
volume of complaints received by them to ensure continuity of operations
during the absence of the Internal Ombudsman. While appointing additional
Internal Ombudsman, the Bank shall consider the need for diversity of
experience of the incumbents to deal with different types of cases. In such

1 System provider means and includes a person who operates an authorised payment system as defined under
Section 2 of the payment and settlement systems act, 2007

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 cases, the Bank may clearly define the jurisdiction of each Internal
Ombudsman.

6. Appointment of Deputy Internal Ombudsman

i The Bank may appoint one or more Deputy Internal Ombudsman depending
on the volume of complaints received by them, who would assist the Internal
Ombudsman in the quality disposal of the complaints.
ii The Deputy Internal Ombudsman shall either be a retired or serving officer,
not below the rank of Deputy General Manager of another bank / Financial
Sector Regulatory Body / NBSP / NBFC / CIC, having necessary skills and
experience of minimum five years of working in areas such as banking, non-
banking finance, regulation, supervision, payment and settlement systems,
credit information or consumer protection.
iii The Deputy Internal Ombudsman shall not be over 70 years of age before the
completion of the tenure.
iv The Deputy Internal Ombudsman shall functionally report to the Internal
Ombudsman, who will be the final authority / decision-making authority while
dealing with the complaints. In the temporary absence of the Internal
Ombudsman, not exceeding a period of 15 working days, the Deputy Internal
Ombudsman may function as the Internal Ombudsman for the limited purpose
of reviewing the rejected complaints. Prior information shall be provided to
Consumer Education and Protection Department, Central Office, Reserve
Bank of India (iocepd@rbi.org.in) in case of temporary absence of the Internal
Ombudsman exceeding 15 working days, advising inter-alia, details of
alternate arrangements being put in place. However, such temporary absence
should not exceed 30 days.

7. Tenure of Internal Ombudsman / Deputy Internal Ombudsman

i The appointment of the Internal Ombudsman / Deputy Internal Ombudsman

in the Bank is of a contractual nature. The tenure of the Internal Ombudsman
/ Deputy Internal Ombudsman in the Bank shall be a fixed term of not less
than three years, but not exceeding five years.
ii The Internal Ombudsman / Deputy Internal Ombudsman shall not be eligible
for reappointment or for extension of term in the same Bank. The tenure of
the Internal Ombudsman / Deputy Internal Ombudsman shall be indicated in
the appointment letter.
iii The Internal Ombudsman / Deputy Internal Ombudsman cannot be removed
before the completion of his / her contracted term without the explicit
approval of the Reserve Bank of India. In case the vacancy arises on account
of reasons beyond the control of the Bank (such as death, resignation,
incapacitation, terminal illness, etc.), the Bank shall inform Reserve Bank of
India within 10 working days from the date of such vacancy. The Bank shall
appoint a new Internal Ombudsman / Deputy Internal Ombudsman as per
eligibility criteria specified under clause 5 and clause 6 of these Directions
within three months from the date of vacancy and submit a report within 5
working days from the date of appointment of the new Internal Ombudsman
/ Deputy Internal Ombudsman as per para 15 of these Directions.

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 iv The Principal Nodal Officer or the Nodal Officer, liaising with the offices of
the RBI Ombudsman, shall not act as Internal Ombudsman / Deputy Internal
Ombudsman or vice versa, even during the temporary absence of either.
v The Bank shall ensure that the post of the Internal Ombudsman does not
remain vacant at any point of time. The Bank shall undertake the process of
fresh appointment well in advance to fill the vacancy before the expiry of the
tenure of the incumbent Internal Ombudsman and ensure that there is a
minimum overlap of at least one month between the time of demitting of
office of the outgoing Internal Ombudsman and the incoming Internal
Ombudsman. The Bank shall undertake the process of fresh appointment at
least three months before the expiry of the term of the incumbent Internal
Ombudsman.

8. Administrative Oversight

The Internal Ombudsman shall report to the Competent Authority, as defined under
clause 1(i)(c) of the Directions, of the Bank administratively, and to the Board of
Bank functionally.

9. Secretariat and Cost of the office of Internal Ombudsman

i. The Bank shall depute such number of its officers or other staff to the office
of the Internal Ombudsman as is considered necessary for the smooth
functioning of the offices of the Internal Ombudsman. All other requisite
office infrastructure, including information technology support shall be made
available to the office of the Internal Ombudsman to enable the Internal
Ombudsman discharge his / her responsibilities effectively and efficiently.
ii. Customer Service Committee / Consumer Protection Committee of the Board
of the Bank shall determine the structure of emoluments, facilities and
benefits accorded to the Internal Ombudsman / Deputy Internal Ombudsman,
which should be appropriate keeping in view the stature and position of the
Internal Ombudsman / Deputy Internal Ombudsman being at the apex of the
grievance redress mechanism of the Bank as also the need to attract
experienced persons with requisite expertise. These emoluments, facilities
and benefits accorded to the Internal Ombudsman / Deputy Internal
Ombudsman, once determined, shall not be changed during the tenure of
Internal Ombudsman / Deputy Internal Ombudsman.
iii. The office of the Internal Ombudsman shall preferably be placed in the Head
Office or Corporate Office of the Bank.

10. Internal Audit

i The Bank shall conduct an internal audit of the implementation of these

Directions on a yearly basis. The internal audit of the Bank shall cover the
implementation and compliance with these Directions inter-alia, including:
a. The adequacy of the infrastructure (space, IT infrastructure, human
resources, etc.) provided to the office of Internal Ombudsman and
whether it is in line with the volume of complaints and the stated

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 position of the Internal Ombudsman at the apex of the grievance
redress mechanism;
b. Implementation of auto-escalation of the partly or wholly rejected
complaints to the Internal Ombudsman within 20 days and adherence
with various timelines indicated in these Directions.
c. Actions by the Internal Ombudsman with regard to analysis of
complaints, reports submitted to RBI and the Bank, efforts made by
Internal Ombudsman for review and quality disposal of the rejected
complaints, support provided by the Bank towards raising awareness
about types of grievances, and developing uniformity of approach in
handling of complaints across the Bank as also the support provided to
the Internal Ombudsman for redress of the complaints;
d. Adherence with various timelines indicated in these Directions.
ii The scope of the internal audit shall exclude any assessment of the
correctness of decisions taken by the Internal Ombudsman.

11. Role and Responsibilities of Internal Ombudsman

i. The Internal Ombudsman shall not handle complaints received directly from
the complainants or members of the public but deal with the complaints that
have already been examined by the Bank but have been partly or wholly
rejected by the Bank.
ii. The following types of complaints shall be outside the purview of these
Directions and shall not be handled by the Internal Ombudsman:

a. Complaints related to corporate frauds, misappropriation etc., except

those resulting from deficiency in service, if any, on the part of the
Bank;
b. References in the nature of suggestions and commercial decisions of
Bank. However, service deficiencies in cases falling under ‘commercial
decisions’ will be valid complaints for the Internal Ombudsman;
c. Complaints / references relating to (i) internal administration, (ii)
human resources, or (iii) pay and emoluments of staff in the Bank;
d. Complaints which have been decided by or are already pending in other
fora such as the Consumer Disputes Redressal Commission, courts, etc.;
e. Disputes for which remedy has been provided under Section 18 of the
Credit Information Companies (Regulation) Act, 2005.
f. The Bank shall forward all rejected / partially rejected complaints
under the categories (a) and (b) above to the Internal Ombudsman/s.
The Internal Ombudsman shall look for inherent deficiency in service
in such cases and take a view whether any of these complaints can be
exempted under (a) and / or (b) above as decided by the Bank.

iii Complaints that are outside the purview of these Directions shall be
immediately referred back to the Bank by the Internal Ombudsman.
iv The Internal Ombudsman shall analyse the pattern of complaints such as
product / category wise, consumer group wise, geographical location wise,
etc., and suggest means for taking actions to address the root cause of
complaints of similar / repeat nature and those that require policy level

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 changes in the Bank. The Internal Ombudsman shall examine the complaints
based on records available with the Bank, including any documents submitted
by the complainant and comments or clarifications furnished by the Bank to
the specific queries of the Internal Ombudsman. The Internal Ombudsman
may seek additional information and documents from the complainant,
through the Bank. The Internal Ombudsman must record a “reasoned
decision” in each case.
v The Internal Ombudsman may hold meetings with the concerned functionaries
of the Bank and seek any record / document available with the Bank that are
necessary for examining the complaint and reviewing the decision. The Bank
shall furnish all records and documents sought by the Internal Ombudsman to
enable expeditious resolution of the complaints without any undue delay.
vi The Internal Ombudsman shall, on a quarterly basis, analyse the pattern of
all complaints received against the Bank, such as entity-wise (for CICs),
product-wise, category-wise, consumer group-wise, geographical location-
wise, etc., and may provide inputs to the Bank for policy intervention, if so
warranted.
vii The Internal Ombudsman shall not represent the Bank in legal cases before
any court or fora or authority.
viii In cases of conciliation, where the decision of the Internal Ombudsman is
accepted by the complainant, a statement showing the terms of agreement
duly signed by the complainant, shall be kept on record.

12. Board Oversight

i The Internal Ombudsman shall furnish periodic reports (including the analysis
of complaints) on his / her activities to the Committee of the Board handling
customer service and protection, preferably at quarterly intervals, but not
less than half yearly intervals. Regulated entities shall put in place a system
for discussion of cases, in which the decision of the Internal Ombudsman has
been rejected by the Bank, by the Customer Service Committee / Consumer
Protection Committee of the Board of the Bank. The rejection of the decision
taken by the Internal Ombudsman shall be done with the approval of the
Competent Authority as defined under clause 1(i)(c) of these Directions.
ii The Audit Committee of the Board of the Bank can refer to the Internal
Ombudsman, matters in respect of cases mentioned at Clause 11(2)(a) of
these Directions.
iii The Internal Ombudsman shall be designated as an ex-officio member or a
permanent invitee to the meetings of the Committee of the Board of Bank
handling customer service and protection.

13. Procedure for Complaint Redress by Internal Ombudsman

i The Bank shall formulate a Standard Operating Procedure (SOP) approved by

the Committee of the Board handling Customer Service and Protection and
establish a fully automated Complaints Management Software wherein all
complaints that are partly or wholly rejected by the Bank’s internal grievance

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 redress mechanism are auto-escalated to the Internal Ombudsman within 20
days of receipt, for a final decision.
ii The Internal Ombudsman and Bank shall ensure that the final decision is
communicated to the complainant within a period of 30 days from the date
of receipt of complaint by the Bank.
iii The Bank shall provide read-only access to their Complaint Management
Software so that all complaints are accessible to the Internal Ombudsman who
shall follow up cases of delayed escalation with the concerned department in
the Bank. The Bank shall also provide access to the Internal Ombudsman in
its Complaint Management Software, for adding his / her decisions on
complaints escalated to the Internal Ombudsman.
iv The Internal Ombudsman shall also have ‘read-only’ access to the Reserve
Bank’s Complaints Management System to enable the Internal Ombudsman to
keep track of (i) the cases forwarded by the RBI Ombudsman to the Bank, (ii)
decisions of the RBI Ombudsman thereon, and (iii) where applicable, the
decision of the Appellate Authority, under the Reserve Bank – Integrated
Ombudsman Scheme. Once the Internal Ombudsman has joined the Bank, the
Bank shall seek read-only access for the Internal Ombudsman from the
Consumer Education and Protection Department of the Reserve Bank.
v The Bank shall furnish all records / documents sought by the Internal
Ombudsman to enable him / her to redress / resolve customer grievances
expeditiously.
vi The decision of Internal Ombudsman shall be binding on the Bank, except in
cases where the Bank has obtained approval for disagreeing with such decision
as stated in sub-clause (8) below.
vii Where the Internal Ombudsman upholds the decision of the Bank to reject or
partly reject the complaint, the reply to the complainant should explicitly
state the fact that the complaint has been examined by the Internal
Ombudsman and for the reasons stated in the reply, the decision of the Bank
has been upheld.
viii Where the Internal Ombudsman overrules the decision of the Bank to reject
or partly reject the complaint, the Bank can disagree with the decision of the
Internal Ombudsman only with the approval of the Competent Authority as
defined in Clause 1(i)(c) of these Directions. In such cases, the reply to the
complainant shall explicitly state the fact that the complaint was examined
by the Internal Ombudsman and the decision of the Bank was overruled by the
Internal Ombudsman in favour of the complainant; however, the Bank, with
the approval of the Competent Authority, has disagreed with the decision of
the Internal Ombudsman. Such decision must be communicated to the
complainant within 7 days of communication of the decision of the Internal
Ombudsman on the case to the Bank. All such cases shall be subsequently
reviewed on a quarterly basis by the Customer Service Committee of the
Board or the Board of the Bank as indicated under clause 12(1) of these
Directions.
ix For complaints that are fully or partly rejected even after examination by the
Internal Ombudsman, the Bank shall necessarily advise the complainant, as
part of the reply, that he/she can approach the RBI Ombudsman for redress
(excluding complaints against regulated entities not covered under the RB-
IOS, 2021) along with complete details of the complaint. The Bank in its reply
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 shall mention physical address of the Centralised Receipt and Processing
Centre2, as well as the address of Reserve Bank’s Complaint Management
System portal for online filing of customer complaints
(https://cms.rbi.org.in).
x The decision of the Internal Ombudsman shall be mandatorily included in the
information submitted by the Bank to the RBI Ombudsman, while furnishing
documents related to the complaints received in the Office of the RBI
Ombudsman.
xi In cases where the complainant has approached the RBI Ombudsman before
the Internal Ombudsman has examined the complaint, the Bank should obtain
the views of Internal Ombudsman and include the Internal Ombudsman’s
views in its submissions to the RBI Ombudsman.
xii The Bank shall use the analysis of complaints handled by Internal Ombudsman
in their training programmes / conferences to raise awareness about the
pattern of complaints including the root causes, remedial measures, etc.,
among the frontline staff, in order to evolve consistency in handling of
complaints. The Internal Ombudsman may also be involved for such trainings,
where necessary.
xiii While assessing the performance of the Internal Ombudsman, in addition to
the level of pendency and work done by the Internal Ombudsman towards
developing uniformity across the Bank in the redress of complaints, the Bank
shall also analyse the number of cases where there is substantive difference
between the decisions of the Internal Ombudsman vis-à-vis those given by the
RBI Ombudsman subsequently.
xiv The Bank shall widely disseminate the guidelines / instructions regarding
these Directions among their staff while communicating the appointment of
Internal Ombudsman in the organization (all branches and administrative
offices).
xv The Bank shall not provide the contact details of the Internal Ombudsman in
the public domain as the Internal Ombudsman shall not handle complaints
received directly from the customers.

14. Supervisory Oversight

i The areas relating to customer service and customer grievance redress, as

well as the implementation of these Directions, shall be a part of the risk
assessment and supervisory review undertaken by the Department of
Supervision of the Reserve Bank in case the Bank is a bank, NBFC and CIC and
the Department of Payment and Settlement Systems of the Reserve Bank in
case the Bank is an NBSP.
ii Consumer Education and Protection Department of the Reserve Bank may
review the cases where the decision of the Internal Ombudsman has not been
accepted by the Bank and the aggrieved complainant approaches the RBI
Ombudsman, for assessing the effectiveness of the internal grievance redress
mechanism of the Bank and initiating corrective actions as it may deem fit.

2
Centralised Receipt and Processing Centre (CRPC), Reserve Bank of India, Central Vista, Sector 17,
Chandigarh-160017

15 | P a g e
15. Reporting to Reserve Bank

i. The Bank shall put in place a system of periodic reporting of information to

Consumer Education and Protection Department, Central Office, Reserve
Bank of India, on a quarterly and annual basis as per formats provided in
the Annexure. These reports shall be submitted on or before the 10th day of
the month following the quarter/year for which they are due.
ii. The Bank shall, within five working days of appointment of the Internal
Ombudsman or Deputy Internal Ombudsman, furnish the details of the official
so appointed to the Consumer Education and Protection Department, Central
Office, Reserve Bank of India (iocepd@rbi.org.in) in the following format:

1. Name of the Internal Ombudsman / Deputy

Internal Ombudsman
2. Details of the last positions held/ organization
names
3. Date of Appointment
4. Term (in years)
5. Brief professional profile, including previous
exposure to financial services highlighting those
that make them eligible for appointment
6. Contact details (telephone, email, address)

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 Annexure 1

Report to Consumer Education and Protection Department (CEPD), Reserve

Bank of India

Office of Internal Ombudsman.

Name of Regulated Entity (RE):
Report for Quarter ended:

Part A: Quarterly Reporting

Table I- Information pertaining to Internal Grievance Redress (IGR)

Number of Number of Number of Number of Number of

Complaints Complaints Complaints Complaints Complaints
Received by processed by under (B) falling under referred by
Regulated the that are the domain of the RE to
Entity during Regulated Rejected IO under (C) the IO
the quarter Entity during (Partly or
the quarter Wholly) by
RE

(A) (B) (C) (D) (E)

Reasons for difference between (D) and (E)- case-wise

Table II- Information pertaining to Alternate Grievance Redress (AGR)

Number of Number of Number of Number of Number of

times RBIO/AA cases not times AA had Root Cause suggestions
sought IO referred to advised the Analysis (RCA) of the IO
comments IO earlier Regulated put up by the accepted
but referred Entity to Office of the by the
to IO after refer the IO to the Board
information decision of Board
sought by the AA to the
RBIO/AA Board/ IO

(A) (B) (C) (D) (E)

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 a. Major findings from RCA

b. Details of suggestions made by the IO and accepted by the Board

Table III- Subjective Assessment

Details of analysis and inputs on the pattern of:

(i) Complaints received against the RE, such as entity wise (for CICs), product-
wise, category-wise, consumer group-wise, geographical location-wise, any
other.
Top 3 Products against complaints were received:

Product Name Number of complaints RCA done (Yes/No)

received

Top 3 Consumer groups from where complaints were received:

Consumer group Number of complaints RCA done (Yes/No)

Name received

Top 3 Geographical locations from where complaints were received:

Consumer group Number of complaints RCA done (Yes/No)

Name received

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 Part-B: Annual Reporting (For all regulated entities)

Report for year ended __________

Table – I

Number Number Number Number Number Number of IO decisions yet to

of of of of of be implemented by bank
complain complain complain complain decision
ts ts Closed ts where ts s of the 1 2 3 More
referred by IO decision wherein IO Month Month Month than 3
by the of the RE the impleme Month
RE to the was not decision nted by s
IO during upheld of the IO the RE
the year by the IO was
rejected*

*To be rejected only with prior approval of the Competent Authority

Table – II

Number of Number of Out of Number of Number of

complaints that complaints under complaints under A, complaints where
should have been (A) referred by the Number of the complainants
referred by the regulated entity to complaints not were not responded
regulated entity to the IO during the referred to IO to within one month
the IO during the year within twenty days of the date of filing
year (as per the the complaint
Directions)

(A) (B) (C) (D)

Major reasons that complaints are not referred to the IO:

1.
2.

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16. Customer Service Committee of the Board

The Bank has constituted a sub-committee of the Board known as ‘Customer Service
Committee’ with the objective of bringing improvements in the quality of customer
service and to examine any other issues having a bearing on the quality of customer
service rendered. The sub-committee is responsible for supervising and reviewing
the grievance redressal mechanism of the Bank. The sub-committee would also
be supervising and reviewing the functioning of Standing Committee on Customer
Service. Further, detail of complaints with its analysis is placed before Customer
Service Committee of the Board on quarterly basis.

17. Standing Committee on Customer Service

The Bank has also constituted a ‘Standing Committee on Customer Service’, which
is responsible for implementation and compliance of the ‘Code of Banks
Commitment to Customers’. The committee consists of official and non-official
members. The official members include the top management of the Bank and non-
official members include the public representation so as to put forth before the
Standing Committee the day-to-day issues faced by the common customers and their
resolution. The non-official members have been included in the standing committee
so as to enable an independent feedback on the quality of customer service rendered
by the Bank. The committee is entrusted with the following functions.
i Evaluate feedback on quality of customer service received from various
quarters and also review comments/feedback on Customer Service.
ii The committee would be responsible to ensure that the bank follows all
regulatory instructions regarding customer service. Towards this, the
committee would obtain necessary feedback from Branch Managers/ Zonal
Heads.
iii The committee would also consider unresolved complaints/grievances
referred to it by functional heads responsible for Redressal and offer their
advice.
iv The committee would submit report on its performance to the Customer
Service Committee of the Board at quarterly interval.

18. Nodal Officer and other designated officials to handle complaints and
grievances

The Bank has designated Executive President/ President, Customer Service, CHQ as
the Chief Nodal Officer who will be responsible for the implementation of Customer
Service and complaint handling for the entire bank. Besides the Chief Nodal Officer,
the Bank has also designated Zonal Heads of the respective Zones as Nodal Officers
who will be handling complaints/ grievances in respect of Branch offices falling
under their control. The list of Nodal Officers for resolution of Customer Grievances

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is placed on notice boards in the Branch offices and is also available on our Bank’s
web-site www.jkbank.com .

19. Resolution of Grievances

Branch Manager is responsible for the resolution of complaints/ grievances in respect

of Customer Service rendered by the Branch office. He would be responsible for
ensuring closure of all complaints received at the Branch offices. It is his foremost
duty to see that the complaint is resolved to the customer’s satisfaction and if the
customer is not satisfied, then he should be provided with alternate avenues to
escalate the issue. If the Branch Manager feels that it is not possible at his level to
solve the problem he can refer the case to the Nodal Officer at Zonal Office for
guidance. Similarly, if the Nodal Officer at Zonal office finds that he is not able to
solve the problem, he may refer such cases to the Chief Nodal Officer at the
Corporate Office. Branch offices and Zonal Offices must send action taken report on
complaints to the Customer Services, CHQ at the end of every quarter.
Time lines for compensation for financial losses to the customers which they may
incur due to deficiency in the services offered by the bank through various Banking
Channels, are depicted against each:

S. Banking Channel Compensation timeline/ Rate

No.
1 Unauthorized/ Erroneous Debit 7 working days
2 ECS direct debits/other debits to Immediately after reporting
accounts
3 Credit Card activation charges Immediately after reporting
4 Payment of Cheques after Stop 2 working days
Payment Instructions
5 Foreign Exchange Services Within 7 days of the credit received in
Nostro account
6 Payment of Interest for delayed SB rate for the period of delay beyond
Collection of Outstation Cheques stipulated time.
TDR rate for the corresponding period of
delay from 14 to 90 days.
2% above TDR rate for delays exceeding
90 days.
Rates applicable to loans shall be given
for the period of delay in collection of
cheques meant for credit to loan account
of the customer.
For extraordinary delays, interest will be
paid 2% above the rate applicable to the
loan account.
7 Compensation for loss of The Bank would provide all assistance to
instrument in Transit the customer to obtain a duplicate
instrument from the drawer of the
cheque. Besides, the bank will

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 S. Banking Channel Compensation timeline/ Rate
No.
compensate the account holder in
respect of instruments lost in transit as
per rates specified under S. No. 6 above.
8 Issue of Duplicate Draft and Bank will issue duplicate draft within 15
Compensation for delays days of receipt of such request. For
delay beyond the above stipulated
period, interest at the rate applicable
for Fixed Deposit of corresponding
period will be paid as compensation.
9 Violation of the Code by banks Bank will communicate the findings to
agent the customer within 7 working days from
the date of receipt of complaint.
10 Lenders liability; Commitments to Bank would return to the borrowers all
borrowers the securities/documents/title deeds to
mortgaged property within 15 days of
repayment of all dues. Bank will
compensate the customer for monitory
loss suffered, if any, due to delay in
return of the same.
11 ATM Failure The TAT for the failed ATM transactions
as per NPCI guidelines is T+5 calendar
days from the date of transaction.
Further, in case any failed ATM
transaction is not reversed within
defined TAT period, Bank shall pay
compensation of Rs.100/- per day after
the expiry of TAT to the aggrieved
customer.
12 Insurance Bank shall take adequate steps for
redressal of the grievances of the
customers related to Insurance products
within 14 days of the receipt of such
complaints.

20. Customer Service Request Tracking System (CSRTS):

Bank has adopted the centralized ‘Customer Service Request Tracking System’ which
provides a secure and centralized platform for receiving complaints and then
tracking and storing all subsequent documentation pertaining to investigation and
correction of the problem. The system makes the search and retrieval of complaints
and related data easy. One important feature of module is that the
acknowledgement goes to requestor on the registered Email ID & mobile number as
soon his request/ communication is registered in the system and a unique reference
ID is generated and conveyed to the customer for future reference. The system also

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has MIS option and can be used to get details and current status of the complaints/
Service Requests on the basis of various criteria such as:

 Date Range i.e. Complaints/ Service Requests raised between two dates.
 Complaints/ Service Requests raised to/ by all or particular Zone/
Department for a date range.
 Complaint/ Service Request received under all/ particular Source/
particular category/ particular sub-category.

With this the Bank not only ensures that all the issues are recorded and resolved,
but also ensure effective monitoring/escalation mechanism to the senior functionary
in case of grievance not resolved within defined timelines

21. Interaction with customers

The Bank recognizes that customer needs, expectations and grievances can be better
appreciated through personal interaction of customers with the staff at the
operations level, since the feedback from customers would be valuable input to
meet customer expectations and making improvements in products and services
offered by the Bank.
In compliance to the regulatory guidelines, all the Branch offices of the Bank have
been advised to constitute a Customer Advisory Forum at their level and hold
customer meets at monthly intervals so as to receive customer feedback about the
quality of Customer Services offered. The mechanism also serves as a grievance
redressal tool at the grass root level.
21.1 Executive’s Visit to Rest of India.
The Executives (Executive Director(s)/ General Managers) to accommodate in their
schedule at least one meeting at the Branch office whenever they visit a Zone in
Rest of India. Every Zone to hold at least one such meeting per quarter and every
Executive to have at least one such visit/meeting to his credit during the quarter.
21.2 Executive’s Visit within the Union Territories of J&K and Ladakh

1. Executive Director(s) /General Manager(s) to make surprise visits to anyone

of the Branch offices in a month as per their convenience.
2. Executive Director(s)/ General Manager(s) to preside over in one of the
‘Customer Meets’ mandatorily to be organized by each Zone per quarter.

The thrust area of such visits will be ‘Customer Service and Satisfaction’ besides
overall functioning and business of the Zone/Branch.

“Customer Advisory Forum” at the Branch office level shall have the following
members:-

• Branch Manager
• Hall In charge

23 | P a g e
• Another senior official of the Branch office, preferably Incharge Advances.
• 15-20 selected customers of the Branch office from all categories which should
include at least one pensioner.

The Branch Manager to ensure that the suggestions made by the valuable customers
in the CAF meetings, which are in the interests of overall improvement of Customer
Service and are within the powers of the concerned Branch Head, are implemented
within a period of one month in letter and spirit. However, the suggestions made by
our valuable customers, which are not within the competence
of the Branch Manager for implementation, should be referred to the next Higher
Authority immediately.

It is mandatory on the part of the Branch Managers to draw up/ prepare the agenda
for such meetings, record the minutes, review the previous meeting and have follow
up action wherever required. The Branch Manager must convene the said meeting
at least once in a month and forward the minutes of the meeting to their respective
Higher Authority, who after recording comments/ observations, shall forward to
Customer Service, CHQ within 15 days of the quarter end.

Zonal Heads are responsible to strictly monitor holding of CAF meetings at the BUs
falling under their jurisdiction and ensure compliance of the instructions/ directions.
Moreover, Snap Inspection reports should also record information regarding CAF
meetings conducted by the Branch office. Snap inspection reports should also record
the action taken on the feedback/complaints/ suggestions made by the customers
during CAF meetings and also the number of meetings Branch office has conducted
during the quarter.

22. Sensitizing operating staff on handling complaints

It shall be the endeavor of the Bank to train staff for handling customer complaints
and provide time bound redressal of customer grievances to the best satisfaction of
the customers as bank’s policy and regulatory guidelines. Zonal Nodal Officers shall
give feedback on training needs of staff to HRD Division at Corporate
Headquarters and HRD Division shall make necessary arrangements for training
the staff on Customer Service, handling of complaints and proper customer
grievance redressal.

23. BCSBI

As per the directions of RBI, Banking Codes and Standards Board of India (BCSBI) has
stopped its operations. Therefore, customers may approach the Bank for redressal
of any grievance and in case of non-redressal of complaints, approach Banking
Ombudsman Office by following the procedure.

24 | P a g e
24. Disclosure

The policy shall be available on Bank’s Intranet Homepage under policies section as
well as on Bank’s Website for the information of Customers in compliance to RBI’s
Master Circular on Customer Services.

25. Ownership & Review of the Policy

The ownership of the policy shall lie with Customer Service and shall be subject to
review.
Review of the policy will be put up to the Board for approval after 3 years. Approved
Policy & Guidelines shall remain in force till next review.
In case of exigencies and to be in line with regulatory / statutory guidelines the MD
& CEO is empowered to approve changes /modifications/ amendments/ relaxations/
exemptions, if any, required to be made in the policy and same will be placed before
the Board for ratification.
Any guideline(s) issued by Regulator/s with regard to Customer Rights, Customer
Compensation, Customer Protection and/ or Customer Grievance or any other
matter dealt with by this Policy shall be deemed to be part & parcel of this policy
for operational purpose with immediate effect. A note regarding such directive shall
be placed before Board for information.

***************

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 Integrated Ombudsman Scheme, 2021

A Scheme for resolving customer grievances in relation to services provided by

entities regulated by Reserve Bank of India in an expeditious and cost-effective
manner under Section 35A of the Banking Regulation Act, 1949 (10 of 1949),
Section 45L of the Reserve Bank of India Act, 1934 (2 of 1934), Section 18 of the
Payment and Settlement Systems Act, 2007 (51 of 2007) and Section 11 of the
Credit Information Companies (Regulation) Act, 2005 (30 of 2005).

The Scheme shall apply to the services provided by a Bank in India to its customers
under the provisions of the Reserve Bank of India Act, 1934, the Banking
Regulation Act, 1949, the Payment and Settlement Systems Act, 2007, and the
Credit Information Companies (Regulation) Act, 2005 (30 of 2005).

Salient features of the Integrated Ombudsman Scheme, 2021

 It will no longer be necessary for a complainant to identify under which scheme

he/she should file complaint with the Ombudsman.
 The Scheme defines ‘deficiency in service’ as the ground for filing a complaint,
with a specified list of exclusions. Therefore, the complaints would no longer
be rejected simply on account of “not covered under the grounds listed in the
scheme”.
 The Scheme has done away with the jurisdiction of each ombudsman office.
 A Centralised Receipt and Processing Centre have been set up at RBI,
Chandigarh for receipt and initial processing of physical and email complaints
in any language.
 The responsibility of representing the Bank and furnishing information in
respect of complaints filed by customers against the Bank would be that of the
Principal Nodal Officer in the rank of a General Manager in a Public Sector Bank
or equivalent.
 The Bank will not have the right to appeal in cases where an Award is issued
by the ombudsman against it for not furnishing satisfactory and timely
information/documents.

26 | P a g e
The Executive Director Incharge of the Consumer Education and Protection
Department of RBI would be the Appellate Authority under the Scheme.

Complaints can be filed online on https://cms.rbi.org.in. Complaints can also be

sent in physical mode to the ‘Centralised Receipt and Processing Centre’ set up at
Reserve Bank of India, 4th Floor, Sector 17, Chandigarh – 160017 in the format.
Additionally, a Contact Centre with a toll-free number – 14448 (9:30 am to 5:15
pm) – is operational.

*******

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 Address and Area of Operation of Nodal Officers
of the Bank for resolution of Customer Grievances

S Zone Address details of Nodal Nodal Officer

No Officer

1. Srinagar Zonal Office Zonal Head

M.A Road Srinagar Mr. Raja Zaffer Khan
190001(J&K) email: rzkhan@jkbmail.com
Phone(LL): 0194-2471042 7889953245
2452658, 2471723, 2484008.
Email: united@jkbmail.com
2. Budgam Zonal Office Zonal Head
Industrial Estate Zainakote, Mr. Fayaz Ahmad Bhat
Srinagar 190012(J&K) email:fayaz.bhat@jkbmail.com
Phone(LL): 0194-2497735, 9945477795
2497736, 2497734
Email: zoktwo@jkbmail.com

3. Baramulla Zonal Office Zonal Head

Amargarh, Sopore Mr. Imtiyaz Ahmad Bhat
193201(J&K) email: imtiyazbhat@jkbmail.com
Phone(LL): 01954-223595, 8130982525
223596.
Email: zobara@jkbmail.com
4. Pulwama Zonal Office Zonal Head
J&K Bank Building Mr. Tariq Ali
Pulwama 192301(J&K) email:tariq.ali@jkbmail.com
Phone(LL): 01933-241204, 9906664848
242226
Email: zopull@jkbmail.com
5. Anantnag Zonal Office Zonal Head
Bakshiabad, Anantnag Mr. Khursheed Muzaffar
192101 (J&K) email: khursheed@jkbmail.com
Phone(LL): 01932-2227340 9797071006
Email:zoksou@jkbmail.com
6. Jammu Zonal Office Zonal Head
Rail Head Complex Jammu Mr. Rajesh Dubey
Phone(LL):0191-247102-25 email:rajesh.dubey@jkbmail.com
Email: couple@jkbmail.com 7006678594
7. Kathua Zonal Office Zonal Head
Kathua Near Forest Mr. Sanjeev Kumar
Protection Office email:
Hatli Morh Kathua 184102 Sanjeev.kumar@jkbmail.com

28 | P a g e
S Zone Address details of Nodal Nodal Officer
No Officer

Phone(LL): 01922-234663 9419163062

Email: zojtwo@jkbmail.com
8. Doda Zonal Office Zonal Head
Khan's Plaza, Near Dak Mr. Arshad Qadri
Bunglow, email: arshad@jkbmail.com
Doda, Jammu & Kashmir. 9419010064
Pin-182202
Phone(LL):01996-233589
Email: zoudam@jkbmail.com

9. Udhampur Zonal Office Zonal Head

Near Sanson Petrol Pump, Mr. Vinay Gupta
Domail Udhampur-182101. email:vinay.gupta@jkbmail.com
Phone(LL):01992270367 9419216698
Email: zjnone@jkbmail.com
10. Rajouri Zonal Office Zonal Head
Muradpur, Rajouri, J&K- Mr. Satish Kumar
185131 email: kumar.satish@jkbmail.com
Phone(LL): 01962-253060, 9419165522
253454
Email: zorajo@jkbmail.com
11. Ladakh Zonal Office Zonal Head
Opposite Tourist Information Mr. Tsewang Dorjai
Centre, Main Bazaar, Leh email:
Phone(LL):01982-252023, tsewang.dorjai@jkbmail.com
252130 9419181281
Email: priest@jkbmail.com
12. Delhi Zonal Office Zonal Head
Plot 132-134, Sector 44 Mr. Suresh Kumar Chowdhary
Gurgaon email:
Phone(LL): 124-4715800 sureshchowdhary@jkbmail.com
Email: favour@jkbmail.com 9086077667
13. Mumbai Zonal Office Zonal Head
National Business Centre Mr. Irfan Anjum
1st & 2nd Floor, Bandra Kurla email: irfananjum@jkbmail.com
Complex 9906609595
Bandra East Near Asian Heart
Hospital
Besides JSW 4000051
Phone(LL):022-26384200,
26384100
Email: sketch@jkbmail.com

29 | P a g e
Address of Principal Nodal Officer of the Bank

Mr. Anand Pal Singh

General Manager
Contact No: 0194-2502662
email: anand.singh@jkbmail.com
Address: Office of the General Manager, Corporate Headquarters Srinagar.

Address and Area of Operation of Nodal Officers under Banking Ombudsman Scheme

Address / details of the Nodal Officer under B. O. Scheme Area of Operation

Mr. Vinod Kumar Sharma

Deputy General Manager (S&C J&K and Ladakh)
The Jammu & Kashmir Bank Ltd Union Territories of J & K
Zonal Office and Ladakh
Rail Head Complex Jammu
Phone: 0191-2471899 ; 9867834443
email:vinodsharma@jkbmail.com

Mrs. Kirti Sharma

Deputy General Manager (S&C Rest of India) Rest of India.
The Jammu & Kashmir Bank Ltd
Zonal Office, Plot No. 132-134
Sector-44, Gurgaon (Haryana)- 122002
0124-4715800; 7840070010
email:kirti.sharma@jkbmail.com

Address of Internal Ombudsman of the Bank

Mr. Rajendra Kumar Nehra

Contact No: 0194-2502646
email: internalombudsman@jkbmail.com
Address: Office of the Internal Ombudsman,
Corporate Headquarters,
M.A.Road Srinagar, (J&K) 190001

*****

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