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The official grievance route, step by step

Where to go, who decides, and every deadline the SOP puts on them.

The route starts at your bank branch. Not at the police station, not on a website, not by email to an officer. The SOP builds the whole mechanism around the branch because the bank has to re-verify your identity before it forwards anything.

Step 1 — the branch

You approach the branch where your account is held, or another designated branch. The bank carries out customer due diligence, looks at the explanation and documents you submit, and if it is satisfied about the genuineness of the transaction, submits your grievance to the Grievance Redressal Module of NCRP-CFCFRMS. The SOP expects the bank to do this within 7 calendar days of your complaint.

Banks and financial institutions are required to appoint grievance officers at central and state level, and to designate branch-level officers who raise grievances on behalf of affected persons. If a branch says it has no such mechanism, that is a matter to put in writing.

Step 2 — the investigating officer

The grievance is assigned to the investigating officer handling the case, with a copy to the District Grievance Officer. The officer is to verify it, and may issue a notice to you to appear, preferably by video conference. The SOP is explicit that you should not be called to appear in person unless it is unavoidable, and a representative of your branch may join the call.

If satisfied, the officer directs the bank to remove the hold within 15 calendar days of receiving the grievance. If not satisfied, the officer records reasons on the module within the same 15 days, and you are told by SMS or email.

Step 3 — automatic escalation

If the officer does nothing at all within 15 calendar days, the grievance is automatically sent to the District Grievance Officer, of Additional SP or Deputy SP rank. You do not have to do anything to trigger this.

Step 4 — review

If you are not satisfied with the officer's decision, you may file a review request within 15 calendar days of being informed, again through the designated bank branch. The District Grievance Officer reviews the file, may seek more information from the bank, and updates the decision within 15 calendar days. The investigating officer then has 2 calendar days to act on it, and banks are to furnish information within 2 days.

Step 5 — state appeal, for seizure and suspension only

Where the grievance concerns a seizure or a suspension of digital banking, you may appeal against the District officer's decision to the State Grievance Officer of ADG, IG or DIG rank, within 15 calendar days. That officer decides within 15 days.

Step 6 — the court

Any account holder, or any person on their behalf, aggrieved by the decision of any grievance officer may approach the jurisdictional court for restoration of digital banking services or unfreezing of the account. This is where you need an advocate.

Who may go to the branch for the account holder

Ordinarily the account holder goes in person. The SOP allows another person to raise the grievance on their behalf only where the holder is a senior citizen, specially abled, or suffering from terminal illness, and is incapable of visiting the branch physically.