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If you browse and use this website (www.nationalconsumerhelpline.in), you are agreeing to comply with and shall be bound by the following Terms of Service ("TOS") for use , together with our privacy policy and Disclaimer in relationship with consumer (“you”) and to this website.You may contact us by dialing toll free no. 18000-11-4000 or Short Code 14404 , send SMS mentioning your name and city to mobile number 08130009809. You can also register your complaint on mobile application "Consumer App" of Department of Consumer Affairs and website www.consumerhelpline.gov.in.Inviting companies to join hand with NCH as convergence partner. For more information - Click here. For filing complaint pertaining to companies which are not mentioned in the NCH complaint registration module list, please call toll free no.1800-11-4000 or SMS your name,city and send it to 8130009809 to enable NCH to call you back.
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Sectors Covered :
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Banking:
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Overview: Customer service in banking is one of the most important ways to keep customers coming back. It includes responding to customers’ questions and complaints in a thorough and timely manner and interacting with customers through faceto- face meetings, telephone, mail, fax and email. Most, if not all, bank employees are involved in some aspect of customer service.

A complaint is an expression of concern or dissatisfaction by any party against a bank. Because of increased competition, banks are required to become more and more customer-focused. It is more costly to acquire new customers than it is to retain existing customers.

Retaining customers requires customer service staff in banks to provide service that is quick, error-free and convenient. Good customer service is the heart of banking. Today banks have a wide variety of competitors for business. Because of the amount of competition, unique products in the banking industry aren’t as important as outstanding customer service. Banks continually strive for improvements in this area.

Examples of such techniques include taking customer surveys and monitoring calls that come in through the call center. Incentives, such as customer service awards, may be offered to encourage staff members to improve the customer support they offer.

Frequently Occurring Problems are:-

• Charging High Interest than decided for loans
• ATM discrepancies (ATM related problems)
• Incorrect interest (ROI) / Excess Billing in Credit cards
• Not providing NOC for Auto/ Home Loans
• Insurance policy given on credit cards without consent
• Delay in Housing Loan and Auto Loan
• Misbehavior of DSA’s / Call Centers / Recovery Agents
• Delay in sanction of loans • Unsatisfactory redressal

Advocacy:

NCH has entered into convergence with several banks where complaints related to respective banks are sent through electronic mail for immediate redressal. We facilitate companies to get back to their consumer & vice versa consumer to the respective companies. We are persuading other banks to join this process for customer complaint redressal mechanism.

There are certain banks shirking to join such arrangements with us and our efforts are on to bring them into the system Redressal System NCH is providing the names and addresses of not only the nodal officer, Principal Nodal officer but also Bank CEO's / Chairman, as this is proving to be the only effective mechanism which works.

These details may be obtained by dialing NCH.

Tier 1: The first tier of redressal advised by NCH to complainants is the nodal officers of the banks concerned or the zonal heads. However in a number of banks, the internal redressal mechanisms of the banks were inadequate.

Tier 2: . Banking is one of the few sectors, which have the tier II system in the Banking Ombudsman Scheme covering the entire country.

Tier 3: In case the Tier 1 & 2 do not provide respite, the consumer can approach the Reserve Bank of India. Convergence The following 15 banks, both under Public & private sectors, are a part of convergence @ NCH. Other banks have been approached but they are reluctant to join.

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