GRIEVANCE REDRESSAL INTRODUCTION

Complaint Management Policy-ISO Standards

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

With a view to ensure Consistent Superior Service Experience in its endeavor to become
the ‘Best Quality Bank of the World in India’, the Bank shall provide a responsive, fair,
expeditious and customer-centric query/ complaint management procedures to all external
customers.
The Bank shall

1. Ensure visibility and accessibility of complaint handling process to all

complainants
2. Provide access to grievance redressal policy to customer
3. Handle Complaints professionally & in a transparent manner
4. Ensure Objectivity in the complaint handling process
5. Provide Prompt & Responsive Complaint Resolution to the Customers.
6. Ensure confidentiality of Complainants information unless required for
addressing the complaint
7. Ensure clear accountability for resolution and reporting of complaints
8. Ensure adherence to all relevant Regulatory & Statutory requirements
as mandated by RBI and mentioned in the Grievance redressal policy
9. Continually improve its processes & systems by taking inputs from
customers, employees and other interested parties
10. Ensure adherence to the Compensation policy as defined by the Bank

YES Bank takes pride to address all complaints/concerns brought to our attention by our
customers and also understand the importance to understand, classify & differentiate
complaints from queries. The policy clearly defines the two.

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Complaint
A complaint may be defined as "An expression of dissatisfaction made to an organization,
related to its products and services, or the complaints-handling process itself, where a
response or resolution is explicitly or implicitly expected”
A complaint may be expressed in person, over the telephone or in writing

Query
A query can be defined as a question, often expressing doubt about something or looking
for an answer from an authority. A query is:
 A form of questioning, in a line of enquiry
 In nature of a request for information or guidance
 Where there is an expectation from the customer – for data / clarification.

At YES BANK, we would like to assure you of the best of our services at all times. If you
would like to share your valuable suggestion, opinion, experience, feedback or scope
for improvement on any of our services or issues relating to services provided
by the outsourced agency, we welcome your feedback through:

Three level Grievance Redressal Mechanism

Level 1
 Branch Channel:

o Visit our branch and log your complaint in the complaint register
maintained at all our branches (during working hours of the branch). In
each of our branches we have displayed the name and contact details
of officers whom you can contact for raising your complaints.

 Write in or meet the Branch Business Leader (Branch Manager) of the nearest
Branch in your city explaining the details concerned and he will respond to you. In
each of our branches we observe 7th of every month (between 3 pm to 5pm) as the
Customer Day (previous day if 7th is a holiday or half day). Customers are free to
use such a day to give their opinions on Products & services of the Bank, express
their concerns, appreciate a specific service or product trait, etc.

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  Electronic / Telephonic Channel:

o You may register your complaint through the Online Complaint

Form at w w w . y e s b a n k . i n
o You may call us at Yes Touch Phone Banking service 7 days a week, 24 hours
a day
o You may write to us at [email protected]
o You may Login to your Netbanking and go to My Space section -
Mailbox to write to us
o For queries specific to our digital banking platforms e.g. Yes Mobile,
Yes Pay etc. you may write to us using feedback/query link on the
respective app.
o You may follow us on our social media platforms such as Facebook,
Twitter, Instagram or LinkedIn and write to us regarding your queries
Level 2
If the resolution provided at Level 1 does not meet your expectation, you can approach our
Grievance Redressal Officer at [email protected]. Contact details of
Grievance Redressal Officer are available at all our branches and our website.

Level 3
If the resolution provided at Level 2 does not meet your expectation, you can approach our
Principal Nodal Officer at [email protected]. Contact details of Principal
Nodal Officer are available at all our branches and our website.

Time Frame
Grievances shall be resolved in a proper and time bound manner with detailed advice to the
customer. We normally take up to 7 working days to respond to you. Time frame for
resolution of queries / complaints is displayed on the bank’s website.

Complaint Reference Number

o We provide you with a complaint reference number when you submit your
complaint to us

We would like to inform all our customers that our Bank is covered under the
Banking Ombudsman Scheme, 2006 of the Reserve Bank of India. Under this

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 scheme, any grievance against the Bank, if not addressed within 30 days can
be addressed to the Banking Ombudsman of the concerned city.

Monitoring & Escalation

All complaints including credit cards received telephonically, through Email or
through letter shall be captured on the CRM or Vision plus system. The Bank shall
ensure that all complaints received are recorded and resolved. The Bank shall also
ensure effective monitoring and escalation mechanism to the senior functionary so
as to ensure that none of the complaints remain unresolved.

Mandatory Display
At YES BANK, we would ensure visibility and accessibility to complaint handling process
by providing:
 Appropriate arrangement for receiving complaints and suggestions
 Name, address and contact number of the Regional & Principal Nodal Officer
 Contact details of the Banking Ombudsman of the area
 Code of Bank’s commitment to customers

Interaction with Customers

In line with YES BANK’s strategic objective of delivering Superior and Consistent
Service Experience, the Bank shall constantly seek feedback from customers through
various questionnaires / meetings / surveys on the overall banking experience for
continuous improvement in customer service delivery processes.

Staff Education on Complaints Management

The Bank recognizes the need to continuously train and guide employees dealing
with customers on the aspects of effective complaints management. In this regard
employees shall be periodically trained on how to handle customer grievances in a
timely and adequate manner.

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 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

4. Consider unresolved complaints/grievances referred to it by functional

heads responsible for redressal and offer their advice

5. The committee would submit report on its performance to the

Customer Service Committee of the Board at regular intervals

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 Customer Service Committee in Branches:

Each Branch would have a Service Committee comprising of senior members of the
Branch team, viz. Branch Business Leader, Branch Service Leader, etc. The functions
of the Committee are:
1. Meet selected customers on a regular basis (currently every month) to
ascertain their feedback & comments on the service levels rendered by the
Branch
2. Ensure that all regulatory & internal instructions regarding customer
service are followed by the branch
3. Evaluate feed-back on quality of customer service receive from various
quarters.
4. Identify & work on action steps to enhance the level of customer service
offered by the Branch
5. The Complaints, analyses and action points thereon, would be shared with
the Head – Customer Service for further Bank wide analyses and
presentation to the Standing Committee on Customer Service and
Customer Service Committee of the Board

Customer complaints related to Group Entities

All the group entities to have a board approved Grievance Redressal Policy in line with their
respective governing regulatory framework. Group entities to form the processes related to
customer complaints resolution in line with the above policy.

The Bank will review the customer complaints related to Group Entities on a monthly basis
through the Complaints Management Committee formed as below

 Chief Customer Experience Officer (YES Bank)

 Head Service Excellence (YES Bank)
 National Head Customer Complaints (YES Bank)
 CEO (Group Entity)
 Head Customer Service (Group Entity)

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Monitoring and Review
The Customer Service Head of the Group Entity will share the analysis of customer
complaints on a monthly basis with the Committee as below
 Category wise trends of the customer complaints
 Turnaround Times of complaints resolution
 Top areas of complaints
 Root cause analysis and their remediation

Banking Ombudsman Scheme, 2006: The Banking Ombudsman’ Scheme was

introduced by RBI with the objective of enabling resolution of customer
Complaints relating to provision of Banking Products & Services and to
facilitate the satisfaction or settlement of such complaints. All our Branches
will have the details & address of the Banking Ombudsman of their respective
city. A copy of the scheme is available in all our Branches for your perusal. We
request you to kindly note the following points, before approaching the Banking
Ombudsman.
1. The complainant, before making a complaint to the Ombudsman, had
made a written representation to YES Bank, and the Bank had either
rejected the complaint, or the complainant had not received a reply within
a period of one month after the complaint was received by the Bank, or the
complainant was not satisfied with the reply given by the Bank

2. The complaint is made not later than one year after the complainant has
received YES Bank’s reply to his/her representation or, where no reply is
received, not later than one year and one month after the date of the
representation to YES Bank

3. The complaint has not been settled by the Ombudsman in any previous
proceedings.

4. The complaint is not the subject matter of proceedings before any court,
tribunal, arbitrator or any other forum

5. The complaint is not frivolous or vexatious in nature

6. The complaint is made before the expiry of the period of limitation

prescribed under the Indian Limitation Act, 1963 for such claims

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