Grievance Redressal

It is our constant endeavour to provide you with consistent levels and quality of service. However, in the event of any of our services for a Liability Account, Wealth Account, Demat Account or Locker not meeting your expectations, we would like to hear from you. Should you have a concern regarding your Credit Card, please click here.

To enable us to respond to you swiftly, please send your communication as per the escalation matrix below with the following details:

1. Your full name
2. Your account details, if you are an existing customer
3. Your contact details (address, telephone number and email address)

Important:


Please only use your registered email address for any email communication with the Bank.
To change or update your email address, visit any of the RBS branches and submit a request for the same.

Level 1


We will acknowledge receipt of your letter or email within 3 working days and shall revert to you suitably depending on the nature of your query.


Level 2 (if not satisfied with Level 1)

In case you do not get an update from us in 10 days, or are not satisfied with the response provided by writing into Level 1, you may email or write as per the matrix given below:

Please quote the reference number provided to you in your earlier interaction along with your account number to help us understand and address your concern.

We will acknowledge receipt of your letter or email within 3 working days and shall revert to you suitably depending on the nature of your query.

Chief Manager / Branch Head's Name Branch Location Email ID for Banking
Mr Manu Kapoor
The Royal Bank of Scotland N.V.
Hansalaya Building,
15, Barakhamba Road,
New Delhi - 110001
Delhi

Gurgaon (Branch closed)

NOIDA (Branch closed)
manu.kapoor@rbs.com
Ms Sunayana Dhar Nath
The Royal Bank of Scotland N.V.
Azimganj House,
7 Camac Street,
Kolkata - 700017
Kolkata sunayana.dhar.nath@rbs.com
Mr Prabhu Nagendra
The Royal Bank of Scotland N.V.
Brady House,
14 Veer Nariman Road,
Fort, Mumbai - 400023
Mumbai

Pune (Branch closed)

Vadodara (Branch closed)
nagendra.prabhu@rbs.com
Mr Biju Mohan
The Royal Bank of Scotland N.V.
KRM Towers,
No.1, Harrington Road,
Chetpet, Chennai - 600 031
Chennai

Bengaluru (Branch closed)

Hyderabad (Branch closed)
biju.mohan@rbs.com
Mr Saadi Ahmed
The Royal Bank of Scotland N.V.
11th Floor, Tower C, 
Cyber Greens, DLF Cyber City, 
Sector 25A, Gurgaon - 122 002
Our branches closed in 2013 - Agra, Ahmedabad, Jalandhar, Jodhpur, Kolhapur, Lucknow, Mangalore, Moradabad, Nasik, Panipat, Salem, Surat, Thirupur and Udaipur

Loan Accounts, Credit Cards or Business Banking accounts that have been closed / transferred to another bank
saadi.ahmed@rbs.com

In case you are not satisfied with the resolution provided by Level 2, you may contact our Nodal Officer whose contact details are given below.

Level 3 - Nodal Officer

Ms Anjali Sehgal

Email: nodalofficerbanking@rbs.com

Mailing Address:
The Royal Bank of Scotland N.V. ,
11th Floor, Tower C, Cyber Greens Building,
DLF Cyber, Sector 25-A
Gurgaon 122002,
Haryana, India

Tel No: +91-124-418 1515
Fax: +91-124-418 1240

Timings: 10 AM - 5 PM (Monday - Friday)


Please quote the reference number provided to you in your earlier interaction along with your account number to help us understand and address your concern.

In case you are not satisfied with the resolution provided by Level 3, you may contact our Principal Code Compliance Officer for a final review.

Final Escalation Level 4 (if not satisfied with Level 3)


Mr Anshuman Somani (Principal Code Compliance Officer)

Mailing Address:
The Royal Bank of Scotland N.V.
11th Floor, Tower C, Cyber Greens
DLF Cyber City, Sector 25A
Gurgaon - 122002
Email: anshuman.somani@rbs.com

Please quote the reference number provided to you in your earlier interaction along with your account number to help us understand and address your concerns.

We will acknowledge receipt of your letter or email within 3 working days and shall revert to you suitably depending on the nature of your query.


Please click here for the contact details of our Senior Management

Banking Ombudsman Scheme

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:

  • 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;
  • 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;
  • 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;
  • 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;
  • the complaint is not frivolous or vexatious in nature; and


For Addresses / Contact numbers of Banking Ombudsmen or any further information on the Banking Ombudsman scheme please visit http://bankingombudsman.rbi.org.in


Please Click here for the contact details of our Interim Chief Executive:

Copyright© 2015 The Royal Bank of Scotland N.V All rights reserved