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Guide to IndusInd Bank’s Grievance Redressal Mechanism

Customer satisfaction is at the core of IndusInd Bank's services. The bank provides a robust Grievance Redressal Mechanism to address customer complaints and ensure quick resolution. Whether you're a banking customer, credit cardholder, or a beneficiary of microfinance services, this guide will help you understand how to lodge, escalate, and resolve complaints effectively.

Levels of Grievance Redressal at IndusInd Bank

Level 1: Lodging Complaints

For Banking Customers and Stored Value Card Customers:

• At Branch: Register complaints in the complaint register or contact the Branch Manager.
• By Phone: Call 1860 267 7777 (India) or +91 22 61553100 / 022 4220 7777 (International).
• By Email:
  • General Customers: reachus@indusind.com
  • NRI Customers: nri@indusind.com
  • Exclusive Customers: exclusive@indusind.com
• Online: Lodge complaints through the Grievance Redressal Portal.

For Credit Card Customers:

• By Phone: Call 1860 267 7777 / 022 4220 7777 (International).
• By Email: premium.care@indusind.com.
• By Mail:
  IndusInd Bank Ltd. (Credit Cards Division)
  P.O. Box 9421, Chakala, MIDC, Andheri (East), Mumbai – 400093.

For Microfinance Customers:

Bharat Financial Inclusion Limited (BFIL) Customers:

• Toll-Free Numbers: 1800 572 6000 / 1800 599 10000 / 1800 300 10000.
• Email: bccustomerservice@indusind.com.

Other Microfinance Customers:

• Toll-Free Number: 1800 266 9945.
• Email: reachibg@indusind.com.

For Indie-Millennial Customers:

• By Phone: Call 1860 267 2626.
• By Email: indie@indusind.com.

Level 2: Escalating Complaints

If your issue remains unresolved for 7 working days, escalate to the relevant authority:

Banking Customers:

• Email: customercare@indusind.com.
• Mail:
  Mr. Dickson Baptista, Head - Customer Care
  OPUS Center, 47, Central Road, Opp. Tunga Paradise Hotel MIDC, Andheri (East), Mumbai – 400093.

Credit Card Customers:

• Email: head.cardservices@indusind.com.

Microfinance Customers:

• Email: GRO@indusind.com.
• Mail:
  Mrs. Charlyn Gill, Grievance Redressal Officer (GRO)
  Raheja Commerzone, 10th & 11th Floor, Plot No. 16/A/1 & 2, Knowledge City, Raidurg, Serilingampally Mandal, K.V. Rangareddy District, Hyderabad – 500081, Telangana.

Indie-Millennial Customers:

• Email: Indie.customercare@indusind.com.

Level 3: Final Escalation to Principal Nodal Officer

If you do not receive a response within 7 working days, escalate to the Principal Nodal Officer:

• Contact Details:
  Ms. Dilnaz Sidhwa
  Executive Vice President & Principal Nodal Officer
  IndusInd Bank Ltd.
  OPUS Center, 47, Central Road, Opp. Tunga Paradise Hotel MIDC, Andheri (East), Mumbai – 400093.
  • Phone: 022 6155 3705.
  • Email: nodal.officer@indusind.com.

Further Recourse: Integrated Ombudsman Scheme, 2021

If your issue remains unresolved for 30 days or if you're dissatisfied with the resolution:

• Approach the Banking Ombudsman, appointed by the Reserve Bank of India (RBI).
• Contact Details:
  • Address: Centralised Receipt and Processing Centre (CRPC), RBI, 4th Floor, Sector 17, Chandigarh – 160017.
  • Online Portal: https://cms.rbi.org.in.
  • Toll-Free Number: 14448 (Available in multiple languages).

Special Cases in Grievance Redressal

For Co-Lending Customers:

• Contact your Co-Lending Partner’s grievance redressal mechanism as listed in your loan agreement.

For Outsourced Agencies:

• Use IndusInd Bank’s grievance channels to address issues related to outsourced services.

For Exchange-Traded Currency Derivatives (ETCD):

• Contact corporatecare@indusind.com.

For GIFT City Customers:

• Email: complaint.ibu@indusind.com.

Key Highlights of IndusInd Bank's Grievance Policy

• Acknowledgment of Complaints: If a complaint requires more time, customers will be informed.
• Internal Ombudsman (IO): Rejected or partially resolved cases are escalated internally to the IO for review.
• Transparency: Escalation matrices and contact details are clearly communicated on the bank’s website and branches.

Additional Resources for Grievance Redressal

Consumer Protection Act, 1986:
File a grievance under the three-tier quasi-judicial system:

• National Consumer Disputes Redressal Commission.
• State Commission.
• District Forum.

SEBI Complaints:

• File complaints at https://scores.gov.in/scores/welcome.html.

Exchange Complaints: