Complaints received for the period April 2010 to March 2011

At The Royal Bank of Scotland N.V., it is our constant endeavour to provide you service of the highest order. However, in the event of our services not meeting your expectations, we would like to hear from you. To enable us to respond to you swiftly, please send your communication to the right team. For instance, if your complaint is about banking products then please refer the information under the BANKING PRODUCTS section. Similarly for credit cards, please refer the CREDIT CARDS section. Thank you for your cooperation.

Level 1

• Bank by Phone - Please call our 24-Hrs Bank-by-Phone Service and our executives will assist you.
• Branches - Banking customers may contact the customer service executive(s) at our branches. Click here to locate a branch near you.
• Complaint Form - Alternatively, you can use our online complaint form to give us your feedback.
• Email - If you wish to choose electronic mail for communication with bank, please email your grievance to

  Banking Products : Platinum Credit Cards Gold Credit Cards Other RBS Credit Cards

  in.service@rbs.com platinumservices@rbs.com goldservices@rbs.com in.cardservices@rbs.com

• Letter - For sending any written correspondence, please write to the following address:
  • For Banking - Branch Manager at your nearestbranch location.
  • For Credit Cards - Manager - Credit Cards - Client Response Unit

The Royal Bank of Scotland N.V.
P.O. Box 418, G.P.O
New Delhi - 110 001

We will respond to you within 7 days of receiving your letter or email depending on the nature of your query and the time required for resolution and communication.

Please provide us with the following details while writing to us to help us address your concerns.
1. Your full name
2. Your account details, if you are an existing Customer
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Level 2 (if not satisfied with Level 1)

In case you do not get a response from us in 7 days, or are not satisfied with the resolution provided by Level 1 escalation, you may e-mail or write:

For Credit Cards, please write to Head Service Delivery - Credit Cards:

For Banking, please write to Cluster Head of your nearest branch:

Please quote the reference number provided to you in your earlier interaction along with your account number / credit card number to help us understand and address your concern.
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Level 3 (if not satisfied with Level 2)

In case you are still not satisfied with the resolution provided, you may contact our Nodal Officer at the following contact number between 10:00 AM to 07:00 PM, Monday to Friday.

Banking and Credit Cards - Ms Renu Joshi at :

nodalofficerbanking@rbs.com for banking and

nodalofficercards@rbs.com for credit cards

Nodal Officer - The Royal Bank of Scotland N.V.
9th Floor, Tower C, Cyber Greens, DLF Cyber City, Sector 25A,
Gurgaon - 122002
Tel no - 91-124 - 4181818 Extn. 1296
Fax - 0124-4181240

You will receive a response within a period of 5 days of logging the complaint with the Nodal Officer or the Nodal Officer Team receiving your complaint.
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Level 4 (if not satisfied with Level 3) - Final Escalation & Banking Ombudsman Scheme

Principal Code Compliance Officer - Mr.Vikas Singhal

Mailing Address:
The Royal Bank of Scotland N.V.
9th Floor, Tower C, Cyber Greens,
DLF Cyber City, Sector 25A,
Gurgaon - 122002
Email : vikas.singhal@rbs.com

Please quote the reference number provided to you in your earlier interaction along with your account no / credit card no to help us understand and address your concerns.

Please click here for the contact details of our Senior Management

Banking Ombudsman
In the event that you do not receive a 'final response' within 30 days from the date you first raised your issue, or are dissatisfied with the same you may approach the Banking Ombudsman for an independent review.

Excerpts of the Banking Ombudsman Scheme 2006 are enclosed for your reference

No complaint to the Banking Ombudsman shall lie unless:-

(a) the complainant before making a complaint to the Banking Ombudsman, had made a written representation to the bank and the bank had rejected the complaint or the complainant had not received any reply within a period of one month after the bank received his representation or the complainant is not satisfied with the reply given to him by the bank;

(b) the complaint is made not later than one year after the complainant has received the reply of the bank to his representation or, where no reply is received, not later than one year and one month after the date of the representation to the bank;

(c) the complaint is not in respect of the same subject matter which was settled or dealt with on merits by the Banking ombudsman in any previous proceedings whether or not received from the same complainant or along with one or more complainants or one or more of the parties concerned with the subject matter;

(d) the complaint does not pertain to the same subject matter, for which any proceedings before any court, tribunal or arbitrator or any other forum is pending or a decree or Award or order has been passed by any such court, tribunal, arbitrator or forum;

(e) the complaint is not frivolous or vexatious in nature; and

(f) the complaint is made before the expiry of the period of limitation prescribed under the Indian Limitation Act, 1963 for such claims.

For further information on the Banking Ombudsman scheme please visit http://bankingombudsman.rbi.org.in