Complaint Redressal Mechanism
Customers of State Bank of India, Muscat Branch can lodge their complaints with Manager (Operations) in respect of Operations and with Asst. Manager (Credit) for complaints pertaining to Loans and Trade Finance.
The complaint would be redressed by Manager (Client Services) in respect of grievances pertaining to Operations and by Asst. Manager (Credit) in respect of complaints pertaining to Loans and Trade Finance within a period 10 working days of receipt of complaint. However, in case any legal opinion or clarification on the interpretation of law or any other escalation of issue to competent authority is required, the same would be taken up on priority with the appropriate authorities by the departments concerned. In case any legal/ regulatory opinion is sought, an interim reply will be sent within 10 days of receipt of the complaint and the bank would endeavour to get opinion on the regulatory/ legal angle at the earliest and appropriately intimate the customer.
In case the customer is not satisfied with the reply / redressal the customer may escalate the matter to the Chief Manager (Credit), who is the Nodal Officer.
In case the customer is still not satisfied with the reply / redressal the customer can contact the Chief Executive Officer and raise the matter with him.