Fair Lending Practices Code

1. The Bank would provide regular statement of accounts, unless not found necessary by the customers.
2. The Bank would notify relevant due dates for application of agreed interest, penal interest, default interest, and 'charges' if they are not mentioned in the Loan applications, documents or correspondance.
3. The Bank would notify, before implementation, any change in accounting practices which would affect the customer.

1. All personal information of the customer would be confidential and would not be disclosed to any third party unless agreed to by the customer. The term 'Third party' excludes all Law enforcement agencies, Credit Information Bureaux, Reserve Bank of India, other banks / financial and lending institutions.
2. Subject to above para, customer information would be revealed only under the following circumstances :
   • If our Bank is compelled by law
   • If it is in the Public Interest to reveal the information
   • If the interest of the Bank require disclosure.

1. The Bank would sympathetically reckon cases of customer's financial distress.
2. Customers would be encouraged to inform about their financial distress as soon as possible.
3. The Bank would adequately train the operational staff to give patient hearing to the Customers in financial distress and would try to render such help as may be possible in their view.

1. The Bank would have a Grievance Redressal Cell / Department / Centre within or outside the organisation.
2. The Bank would make available all details, namely :
   > Where a complaint can be made
   > How a complaint should be made
   > When to expect a reply
   > Whom to approach for redressal of grievances etc.,
   to the customers individually on demand and through the media listed in Para 3.2.1.
3. Response to a complaint, whether positive or negative or requiring more time for redressal, would generally be given within a maximum period of four weeks from the date of receipt of complaint, unless the nature of complaint is such that requires verification of voluminous facts and figures.

Structure of Grievance Redressal Mechanism