Grievance Redressal Mechanism
Bank is committed to serve its customers satisfactorily and make experience of patronizing our services enjoyable. However, should you feel that our services need improvement and wish to lodge your feedback/complaint, we welcome your valuable suggestions and feedback. Our endeavor shall be to convert your complaint into a compliment.
In case of any complaint about our service(s) or product(s), the matter may be brought to the notice of the concerned Branch Head for its immediate redressal. Kindly obtain the feedback/complaint form from the branch or you may download from our public domain website and submit it against acknowledgement to the branch or send it through post/email.
Online Grievance Redressal System - Bank will provide online registration of grievance on its website. The Online Grievance Redressal System would provide access to the customer also for recording the complaint, complaint status tracking and receiving response from the bank. In case of non redressal, you may contact the following
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Contact Centre on specified numbers: 1800-1800,1800-2021 (Toll-free Nos) & 0120-2490000(Tolled No.)
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Chief Customer Executive Officer (CCEOs) of concerned Circle Office/Zonal Office on given telephone number.
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Bank will endeavor to redress complaints within a period of 15 working days.
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In case of complaints requiring some time for examination of issues involved/ detailed investigations; Bank will send final response or explain reasons for further time required within 30 days of receipt of complaint.
Our toll free/tolled helpline numbers and contact details of other functionaries mentioned above are displayed at the branch notice board and are also available on the Bank`s website
Grievances emanating out of/from technology related transactions:
For grievances related to alternate delivery channels such as ATMs, Internet Banking, Credit Cards and Mobile Banking, the Bank has exclusive mechanism for redressal of grievances arising from use of these channels. The contact details/ e-mail address is made available at branches as well as on the Bank’s website.
However, if the complaint remains unresolved, the grievance may be sent giving full details of the case to Bank`s Principal Nodal Officer (PNO) for customer complaints at e-mail address care@pnb.co.in. We shall endeavor to resolve your complaint/grievance at the earliest.
After exhausting above machinery/channels, if you are still not satisfied, you may write to MD & CEO / ED of the Bank.
If the complaint is not resolved to your satisfaction within 30 days, you are free to take recourse to the following:
If the complaints are not resolved within 30 days or in case you are not satisfied with the service or redressal provided by the Bank, you can also approach the RBI Ombudsman as per the Integrated Ombudsman Scheme, 2021 for redressal. The contact details of RBI Ombudsman are on Bank’s website and also displayed at each branch.
Anonymous customer complaints will not be entertained
This Citizen Charter, inter-alia, provides the customers with promised time frame for various services offered by the Bank and in order to have a better perspective about the customer`s rights and obligations, the charter should be read in conjunction with the "Code of Bank`s Commitments to Customers" being voluntarily adopted by the banks and implementation of which are monitored by Banking Codes and Standards Board of India(BCSBI).