Confidentiality

We will treat all your personal information as private and confidential (even when you are no longer a customer). -We will not reveal transaction details of your accounts to a third party, to any entity, other than in the following four exceptional cases, when we are allowed to do

• If we have to give the information by law
• If there is a duty to the public to reveal the information
• If our interests require us to give the information (for example, to prevent fraud) but we will not use this as a reason for giving information about you or your accounts (including your name and address) to anyone else, including other companies in our group, for marketing purposes
• If you ask us to reveal the information, or if we have your permission to provide such information to our group/associate/entities or companies when we have tie-up arrangements for providing other financial service products.

Wherever we have installed CCTV for close surveillance as part of security arrangements, the same will be indicated.

This section is all about what you can do to help prevent your accounts being misused.

Checking your account

We recommend that you check your statement or passbook regularly. If there is an entry, which seems to be wrong, you should tell us as soon as possible so that we can sort it out.

If we need to investigate a transaction on your account you should co-operate with us and the police or any other authority, if we need to involve them.

Taking care

The care of your cheques, passbook, cards, and other security informationis essential to help prevent fraud and protect your accounts. Please make sure that you follow the advice given below:

• Do not keep your cheque book and Pan book together
• Do not keep the blank cheque leaves signed
• Do not allow anyone else to use your card, , password or other security information
• Never give your account details password or other security information to anyone unless you know who they are and why they need them

If you send a cheque through the post, it will help to prevent fraud if you clearly write the name of the person you are paying the cheque to. Write such cheques with carbon on the reverse to avoid chemical alterations.

if you are paying a cheque into a bank account, always write on the cheque the name of the account holder (ABC Bank Account –XYZ). You should draw a line through unused space on the cheque so unauthorised person cannot add extra numbers or names.

Canceling payments

If you want to cancel a payment or series of payments you have authorized, you should do the following:

• To stop payment of a cheque or cancel standing instruction given, you must tell us in writing
• To cancel a direct debit, you can either tell the originator of the direct debit or tell us. We recommend you to do both.

It may not be possible to cancel payments if you do not give enough notice of your decision to cancel.

Liability for Losses

If you act fraudulently, you will be responsible for all losses on your account. If you act without reasonable care, and this causes losses, you may be responsible for them.

Before we lend you any money or increase your overdraft, credit card limit or other borrowing, we will assess whether we feel you will be able to repay it.

If we offer you an overdraft, or an increase in your existing overdraft limit, we will tell you if your overdraft is repayable on demand or otherwise.

The reasons for rejection of loans will be conveyed to you.

Complaints / Grievances and Feedback / Suggestions

Internal procedures

If you want to make a complaint, we will tell you how to do this and what to do if you are not happy about the outcome. Our staff will help you with any questions you have.

Within two weeks of receiving your complaint, we will send you a written acknowledgement.

After examining the matter, we will send you our final or other response within eight weeks and will tell you how to take your complaint further if you are still not satisfied.

Banking Ombudsman Service and other avenues for redressal

Within 60 days of lodging a complaint with us, if you do not get a satisfactory response from us and you wish to pursue other avenues for redressal of grievances, you may approach Banking Ombudsman appointed by Reserve Bank of India under Banking Ombudsman Scheme 2002. Details of Banking Ombudsman are displayed in the branch notice boards. Our staff would explain the procedure in this regard.

Feedback and Suggestions

Please provide feedback on our services. Your suggestions will help us to improve our services.

We have a ‘Nodal Officer’ to ensure compliance of the Code. Our internal auditing procedures make sure we meet the Code.

Standing Committee to Monitor the Code

A Standing Committee consisting of a panel of three reputed persons with banking background will monitor “Bankers’ Fair Practice Code”. The Standing Committee will operate from the office of Indian Banks’ Association.

If you have any enquiries about this Code, you may contact the

Indian Banks’ Association
Stadium House, Block II & III
Veer Nariman Road,
Mumbai 400 020
Email : [email protected]
Website : www.iba.org.in

Back