Grievances Overview | Department of Financial Services | Ministry of Finance

Department of Financial Services (DFS) deals with grievances related to Public Sector/Private Sector Banks, Regional Rural Banks, Cooperative Banks, Non-Banking Finance Companies, Financial Institutions, Reserve Bank of India (RBI), Public Sector/Private Sector Insurance Companies and Insurance Regulatory & Development Authority of India (IRDAI).
Grievances may be sent to DFS online through the CPGRAMS (Centralized Public Grievance Redress and Monitoring System) Portal (the Portal is accessible at (www.pgportal.gov.in), through email (sobo3-dfs@nic.in) or by post/manually in the Department. Grievances received in DFS through email, by post or manually are uploaded on the CPGRAMS portal by DFS for further processing. The grievances uploaded on the CPGRAMS portal are sent to the concerned organizations for resolution/disposal.
CPGRAMS is a common platform for registering grievances relating to various Ministries/Departments/Organisations. It is an initiative of Department of Administrative Reforms and Public Grievances (DARPG).
As per the guidelines/instructions of DARPG, the maximum time limit for the resolution of a grievance is 30 days. The maximum time limit for the disposal of COVID-related grievances is 3 days.
In cases where the customers are not satisfied with the resolution of their grievances, there is an appeal mechanism in CPGRAMS where in they can appeal for review of the grievance resolution by higher authorities. Stipulated time period for the disposal of appeals is 30 days. In addition, a dedicated Grievance Handling Cell has been set up in the Department, which is accessible at the telephone no. 011-23346785 and email address sobo3-dfs[at]nic[dot]in.
All the Public Sector Banks (PSBs), Public Sector Insurance Companies (PSICs), Financial Institutions (FIs) and the regulators i.e. RBI, IRDAI and the Pension Fund Regulatory and Development Authority (PFRDA) have policies and mechanisms for redressal of public grievances/customer complaints through their respective Customer Service Department.
For prompt redress of public grievances, petitioners are advised to first approach the concerned organizations for resolution of their grievances.
PSBs and PSICs have a 3-tier complaint resolution system - Branch, Zone and Head Quarters.
In case the complainants are not fully satisfied with the redress/disposal of their complaints, they may approach the concerned Banking Ombudsman or Insurance Ombudsman for settlement of their grievances through mediation and passing of awards. The contact and other relevant details/information regarding grievance redress are available in the website links of PSBs/FIs, PSICs, RBI, IRDAI and PFRDA that are given below

Sl.No.	Public Sector Banks	Website Links
1	Bank of Baroda	https://www.bankofbaroda.in/customer-support/grievance-redressal
2	Bank of India	https://grievances.bankofindia.co.in:8443/default.aspx
3	Bank of Maharashtra	https://bankofmaharashtra.in/pgrs/
4	Canara Bank	https://canarabank.com/User_page.aspx?menulevel=5&menuid=5&CatID=2
5	Central Bank of India	https://www.centralbankofindia.co.in/en/Grievance
6	Indian Bank	https://apps.indianbank.in/cgrc/frm_cust_comp.aspx
7	Indian Overseas Bank	https://www.iob.in/Grievances_Redressal_mechanism
8	Punjab National Bank	https://www.pnbindia.in/Lodge-Complaint.html
9	Punjab & Sind Bank	https://punjabandsindbank.co.in/content/recomp
10	State Bank of India	https://sbi.co.in/web/customer-care/citizens-charter/addresses-and-helpline-nos-of-grievances-redressal-cell-at-local-head-offices?inheritRedirect=true
11	UCO Bank	https://www.ucobank.com/english/Grievance-Redressel.aspx
12	Union Bank of India	https://www.unionbankofindia.co.in/english/grievances-redressal.aspx

Sl.No.	Financial Institutions	Website Links
1	Small Industries Development Bank of India Ltd. (SIDBI)	https://www.sidbi.in/en/online-enquiry/complaints
2	National Housing Bank(NHB)	https://nhb.org.in/en/grievance-redressal-officer/
3	National Bank for Agriculture and Rural Development (NABARD)	https://www.nabard.org/grievanceform.aspx
4	Industrial Finance Corporation of India (IFCI)	https://www.ifciltd.com/?q=en/content/ombudsman

Sl. No.	Public Sector Insurance Companies / IRDA / PFRDA	Website Links
1	Life Insurance Corporation of India	https://licindia.in/Bottom-Links/grievence-redresal-system
2	New India Assurance Company Ltd.	https://www.newindia.co.in/portal/readMore/Grievances
3	National Insurance Company Ltd.	https://nationalinsurance.nic.co.in/grievance
4	The Oriental Insurance Co. Ltd.	https://orientalinsurance.org.in/grievance
5	United India Insurance Co. Ltd.	https://uiic.co.in/en/customercare/grievance
6	Agriculture Insurance Company of India Ltd.	https://www.aicofindia.com/AICEng/Pages/Grievance_Home.aspx
7	IRDAI (Insurance Regulatory and Development Authority of India)	https://www.irdai.gov.in/ADMINCMS/cms/NormalData_Layout.aspx?page=PageNo225&mid=14.2
8	PFRDA (Pension Fund Regulatory and Development Authority)	https://www.pfrda.org.in/Ombudsman/Ombudsman_Register_NewUser.cshtml?langid=1

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Sl.No.	Public Sector Banks	Website Links
1	Bank of Baroda	https://www.bankofbaroda.in/customer-support/grievance-redressal
2	Bank of India	https://grievances.bankofindia.co.in:8443/default.aspx
3	Bank of Maharashtra	https://bankofmaharashtra.in/pgrs/
4	Canara Bank	https://canarabank.com/User_page.aspx?menulevel=5&menuid=5&CatID=2
5	Central Bank of India	https://www.centralbankofindia.co.in/en/Grievance
6	Indian Bank	https://apps.indianbank.in/cgrc/frm_cust_comp.aspx
7	Indian Overseas Bank	https://www.iob.in/Grievances_Redressal_mechanism
8	Punjab National Bank	https://www.pnbindia.in/Lodge-Complaint.html
9	Punjab & Sind Bank	https://punjabandsindbank.co.in/content/recomp
10	State Bank of India	https://sbi.co.in/web/customer-care/citizens-charter/addresses-and-helpline-nos-of-grievances-redressal-cell-at-local-head-offices?inheritRedirect=true
11	UCO Bank	https://www.ucobank.com/english/Grievance-Redressel.aspx
12	Union Bank of India	https://www.unionbankofindia.co.in/english/grievances-redressal.aspx

Sl.No.	Financial Institutions	Website Links
1	Small Industries Development Bank of India Ltd. (SIDBI)	https://www.sidbi.in/en/online-enquiry/complaints
2	National Housing Bank(NHB)	https://nhb.org.in/en/grievance-redressal-officer/
3	National Bank for Agriculture and Rural Development (NABARD)	https://www.nabard.org/grievanceform.aspx
4	Industrial Finance Corporation of India (IFCI)	https://www.ifciltd.com/?q=en/content/ombudsman

Sl. No.	Public Sector Insurance Companies / IRDA / PFRDA	Website Links
1	Life Insurance Corporation of India	https://licindia.in/Bottom-Links/grievence-redresal-system
2	New India Assurance Company Ltd.	https://www.newindia.co.in/portal/readMore/Grievances
3	National Insurance Company Ltd.	https://nationalinsurance.nic.co.in/grievance
4	The Oriental Insurance Co. Ltd.	https://orientalinsurance.org.in/grievance
5	United India Insurance Co. Ltd.	https://uiic.co.in/en/customercare/grievance
6	Agriculture Insurance Company of India Ltd.	https://www.aicofindia.com/AICEng/Pages/Grievance_Home.aspx
7	IRDAI (Insurance Regulatory and Development Authority of India)	https://www.irdai.gov.in/ADMINCMS/cms/NormalData_Layout.aspx?page=PageNo225&mid=14.2
8	PFRDA (Pension Fund Regulatory and Development Authority)	https://www.pfrda.org.in/Ombudsman/Ombudsman_Register_NewUser.cshtml?langid=1

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