Now I too feel the same, after applying for a loan in The State Bank of India, I came to a conclusion that even if you’re asking for help for a good cause then certainly you’re making a big mistake.
My
dream was to open India’s first Certified Organic Corporate Cattle
Dairy Farm which produces clean, hygienic & good quality of milk and
their products because these days even farmers are selling their lands
and do not want to continue farming.
I
took this step to make a difference in the society and for human
welfare. As I started my project I required financial assistance and
the solution which I thought to tackle was a loan sanction from The
State Bank of India, the so called “Bank of the Nation” and here I made
a mistake and risked mine, my Project and my family’s lives and
earnings.
I’ve
came to a conclusion that these days the super-imposition of union,
caste discrimination, violations and mockery of law is embedded into the
system of The State Bank of India. The non-technical, corrupt,
inexperienced, self-centered, egoist officials are sitting on the prime
positions of project finance departments. Even the higher officials are
supporting their corrupt subordinates and they know all the misdeeds as
aforementioned. Either they don’t want to discharge their duties or
they’re also part of the corrupt system or maybe they’re under pressure
of union or caste discrimination.
I
believe that if you want to start a project and require bank finance
then you can’t maintain your dignity as an honest Indian rather you have
to turn yourself into the most corrupt person and involve yourself into
the corrupt activities of the bank officials and their system. You’ll
be forcibly bound to bribe the officials and system so that your life,
survival of your family and project won’t be at stake and you won’t face
all the problems which I’ve faced in my life.
I THINK BEING AN HONEST PERSON AND TO PLEDGE AGAINST CORRUPTION IS THE MOST STUPID DECISION OF AN INDIAN.
I’ve
explained below how The State Bank of India and their officials
devastated me and my dream project which lead to closure of the project.
I’m mentioning all the problems I’ve faced with the bank so that you’ll
beware when you’re about to start your business:
· Improper discharge of the duties by The State Bank of India Officials.
· Harassment of borrower by The State Bank of India Officials due to non-fulfillment of their selfish needs.
· Senior
officers protecting their corrupt and vindictive officers after
complaint being made, leading and promoting corruption in the banking.
· Disobeying
the specific directions and instructions given by the Chairman and
Managing Director by the officers of The State Bank of India.
· Involvement of the officers of The State Bank of India in unfair trade practices.
· Not following the rules, regulations and guidelines issued by Reserve Bank of India and their own bank.
· Banking
ombudsman is working to protect accused and corrupt officials of the
bank and not to protect the customers. It seems that their duty is not
to redress the consumers’ grievances rather it is to harass the
consumers. Consumer feels that he has committed crime by lodging the
complaint into ombudsman.
· The State Bank of India officials are not following Fair Lending Practices Code.
· Chairman office is not following the rules of consumer grievance redressal system that is being made by them.
· The
State Bank of India is making mockery of the very well established
Fundamental Human Right of Right To Information Act 2005, depriving the
customer from his account’s information and even when I went to RTI the
officials from bottom to top were involved in safeguarding their culprit
and accused officials and failed to get the information from the
banking system, finally I was forcibly bound to file the entire matter
with Chief Information Commissioner, New Delhi and from last five
months result is awaited.
· Capital distress management system was not followed.
· Misuse of rights and duties by the officials of the bank.
· Intentional
harassment by the bank officials and discrimination on the basis of
caste, sex and religion which has led to loss of money and prestige of
the customer and finally the dream project got killed due to the
behavior of these officials.
· Deficiency in service provided by the bank.
· Code
of fair banking practices in India was not followed (towards excellence
adopted by State Bank of India and constituted by the Banking Codes and
Standards Bank of India (BC THE STATE BANK OF INDIA)).
-> I’m adding the following clauses and annexures defined by the concerned authorities for your reference to the above mentioned subjects.
Reserve
Bank of India amends Banking Ombudsman Scheme: Includes complaints
relating to Internet Banking and Non-adherence to Banking Codes and
Standards Board of India (BCSBI)
The Reserve Bank of India has widened the scope of its Banking
Ombudsman Scheme 2006, to include deficiencies arising out of Internet
Banking. Under the Amendment Scheme, a customer would also be able to
lodge a complaint against the Bank for its non-adherence to the
provisions of the fair practices code for lenders or the code of Bank’s
Commitment to Customers issued by the Banking Codes and Standards Board
of India (BCSBI). The BCSBI is an independent and autonomous watchdog
set up by the Reserve Bank of India to monitor and ensure that the codes
and standards adopted by the banks for rendering banking services are
adhered to in true spirit.
As per the Banking Ombudsman Scheme 2006 by Reserve Bank of India
Chapter IV
Procedure for Redressal of Grievance
8. Grounds of Complaint
(1), (k) levying of charges without adequate prior notice to the customer;
(r) non-adherence to the fair practices code as adopted by the bank;
(s) non-adherence to the provisions of the code of Bank’s Commitments to Customers issued by Banking Codes and Standards Board of India and as adopted by the Bank;
(u)
any further matter relating to the violation of the directives issued
by the Reserve Bank in relation to Banking or other services.
(2) A complaint on any one of the following grounds alleging deficiency in banking service in respect of loans and advances may be filled with the Banking Ombudsman having jurisdiction:
(b) delays in sanction, disbursement or non-observance of prescribed time schedule for disposal of loan applications;
(c) non-acceptance of application for loans without furnishing valid reasons to the applicant; and
(d) non-adherence to the provisions of the fair practices code for lenders as adopted by the bank or Code of Bank’s Commitment to Customers, as the case may be;
12. AWARD BY THE BANKING OMBUDSMAN
(2) The
Banking Ombudsman shall take into account the evidence placed before
him by the parties, the principles of banking law and practice,
directions, instructions and guidelines issued by the Reserve Bank of
India from time to time and such other factors which in his opinion are
relevant to the complaint.
Guidelines on Fair Practices Code for Lenders
DBOD.Leg.No.BC.104/09.07.007/2002-03 Dated: May 5, 2003
Guidelines on Fair Practices Code for Lenders
(2) Guidelines
(iii) Disbursement of loans including changes in terms and conditions
Lenders
should ensure timely disbursement of loans sanctioned in conformity
with the terms and conditions governing such sanctions. Lenders should
give notice of any change in the terms and conditions including interest
rates, service charges, etc. Lenders should also ensure that changes in
interest rate and charges are effected only prospectively.
(v) General
a) Lenders
should restrain from interference in the affairs of the borrowers
except for what is provided in the terms and conditions of the loan
sanction documents (unless new information, not earlier disclosed by the
borrower, has come to the notice of the lender).
b) Lenders
must not discriminate on grounds of sex, caste and religion in the
matter of lending. However, this does not preclude lenders from
participating in credit-linked schemes framed for weaker sections of the
society.
c) In
the matter of recovery of loans, the lenders should not resort to undue
harassment viz. persistently bothering the borrowers at odd hours, use
of muscle power for recover of loans, etc.
d) In
case of receipt of request for transfer of borrowal account, either
from the borrower or from a bank/financial institutions, which proposes
to take- over the account, the consent or otherwise i.e. objection of
the lender, if any, should be conveyed within 21 days from the date of
receipt of request.
4. The
Board of Directors should also lay down the appropriate grievance
redressal mechanism within the organization to resolve disputes arising
in this regard. Such a mechanism should ensure that all disputes arising
out of the decisions of lending institutions’ functionaries are heard
and disposed of at the next higher level. The Board of Directors should
also provide for periodical review of the compliance of the Fair
Practices Code and the functioning of the grievances redressal mechanism
at various levels of controlling offices. A consolidated report of such
reviews may be submitted to the Board at regular intervals, as may be
prescribed by it.
AGRICULTURE / RURAL
Refer to: http://www.The State Bank of India.co.in/user.htm
State Bank of India
Caters
to the needs of agriculturists and landless agricultural labourers
through a network of 8750 rural and semi-urban branches. Apart from the
branches, there are 428 Agricultural Development Branches (ADBs) which
also cater to agriculturists. We are the leaders in agri finance in the
country with a portfolio of Rs. 64,000 crs in agri advances covering
around 80 lac accounts.
Now
we are setting up Agri Commercial Branches (ACBs) which will handle
high value agri financing involving large investments. It envisages
lending through corporate partnerships and other large enterprises for
commodity financing, investment credit, other high value agriculture
segments like horticulture, floriculture & food processing etc. It
also focuses on Agri related SME including setting up of Rice and Dhal
mills, seed processing industry, food processing industry, large and
small scale dairy units, etc.
· Providing focused attention on the banking requirements of the agriculture segment,
· Focus
on Key Corporate and Institutional relationships in agriculture,
emerging opportunities, and special initiatives, as may be necessary,
· Reduce NPA levels in Agriculture,
· Make agriculture a commercial proposition.
FAIR LENDING PRACTICES CODE
FAIR LENDING PRACTICES CODE (FLPC)
1. Preamble
|
1. PREAMBLE
Scope:
(a) FAIR LENDING PRACTICES CODE (FLPC for short) is a voluntary code adopted by our Bank, which aims to achieve synchronization of best practices while dealing with Customers in India. It aims to provide valuable inputs to Customers and facilitates effective interaction of customers with the Bank.
2. Important declarations:
The Bank declares and undertakes
· To
attempt in good faith to resolve any disputes or differences with
customers by setting up complaint redressal cells within the
organization.
· To comply with all the regulatory requirements in good faith.
3.9. Financial Distress:
a) The Bank would sympathetically reckon cases of customer’s financial distress.
b) Customers would be encouraged to inform about their financial distress as soon as possible.
c) The
Bank would adequately train the operational staff to give patient
hearing to the Customers in financial distress and would try to render
such help as may be possible in their view.
3.10. Grievance Redressal
a) The Bank would have a Grievance Redressal Cell/ Department/ Centre within the organization.
c) Response
to a complaint whether positive or negative or requiring more time for
redressal would generally be given within a maximum period of four weeks
from the date of receipt of complaint, unless the nature of complaint
is such that requires verification of voluminous facts and figures.
POLICY ON CUSTOMER GRIEVANCES REDRESSAL
STATE BANK OF INDIA
POLICY ON CUSTOMER GRIEVANCES REDRESSAL
1. THE STATE BANK OF INDIA’s policy on customer grievances redressal is based on the following principle:
‘The
customer is the focus of the Bank’s products, services and people. The
Bank’s business growth depends entirely on the satisfaction of customers
with what the Bank offers them. A suitable mechanism must therefore
exist for receiving and redressing customer grievances courteously,
promptly and satisfactorily. Any mistakes made by the Bank should be
rectified immediately. The details of grievances redressal mechanism
must be in the domain of public knowledge’.
The above principle is incorporated in the Bank’s policy of grievances redressal.
2. Grievances relating to branch transactions:
i)
In case of any difficulty in transactions, the customers may approach
the Service Manager at the branch or the Customer Relations Executive or
the Branch Manager, who will ensure that the customers’ banking needs
are attended to. However, if this does not happen, customers may demand
the complaint book, which will be available in all branches, and lodge a
written complaint. A copy of the complaint shall be returned to
customer with an acknowledgement of receipt. The branch shall make
efforts to ensure that the redressal of the complaint takes place
expeditiously and in any case within a maximum period of three weeks. If
for any reason the branch is unable to redress the grievance within
three weeks, the customer will be informed of the reasons and the action
taken for early redressal.
ii)
In case the customer is unable to visit the Branch, he may lodge his
complaint on alternate channels viz. Contact Centre toll free numbers
1800 425 3800, 
1800 11 22 11 or 080-26599990 or through SMS Unhappy channel by sending SMS ‘UNHAPPY’ to number 8008 20 20 20
. The customers shall be given a unique complaint number which can be
used by the complainant for tracking his complaint status. Customers can
also send their complaints through email at GRIEVANCE REDRESSAL POLICY
contactcentre@The State Bank of India.co.in. Complaints lodged on these
channels are forwarded to the branches through web based system for
redressal as above. The complainant can also get the status of redressal
of his complaint directly from the Contact Centre by calling on the
toll free numbers as given above.
1800 11 22 11 or 080-26599990 or through SMS Unhappy channel by sending SMS ‘UNHAPPY’ to number 8008 20 20 20
. The customers shall be given a unique complaint number which can be
used by the complainant for tracking his complaint status. Customers can
also send their complaints through email at GRIEVANCE REDRESSAL POLICY
contactcentre@The State Bank of India.co.in. Complaints lodged on these
channels are forwarded to the branches through web based system for
redressal as above. The complainant can also get the status of redressal
of his complaint directly from the Contact Centre by calling on the
toll free numbers as given above.
iii)
In case of difficulty with the branch, or unsatisfactory reply in
respect of complaint lodged with the Branch/alternate channel, the
customer can approach the Assistant General Manager [Regional Business
office (RBO)] / General Manager (Network) of the Local Head Office under
whose administrative control the Branch functions. The contact
particulars of the officials can be obtained from the Branch or from the
helpline numbers at the concerned Local Head Office. The helpline
numbers and addresses are given in the Annexure. The numbers will also
be made available on the Bank’s website.
iii)
The customers can also write to the Grievance Cell at the Local Head
Office under whose jurisdiction the Branch functions. The addresses and
contact details of the grievance cell of the Local Head Office will be
made available at the branches. Customers may also obtain them by
calling on the Helpline Numbers.
3. Escalation matrix for customer complaints
Within
the overall maximum period of three weeks within which a complaint
needs to be redressed, there will be a prescribed escalation matrix for
redressal of the complaints at different levels in the organisation. The
matrix prescribes the time period for unresolved complaints/ grievances
not redressed to customers GRIEVANCE REDRESSAL POLICY satisfaction to
be escalated by customers to higher authorities. The escalation matrix
for customer complaints is given below:
Sl. No.
|
Lodging / Escalation /Auto Escalation of complaints
|
Day of lodging / Escalation
|
Days available for redressal (Within the maximum three weeks)
|
1
|
Branch
|
Day 1
|
10 Days
|
2
|
Local Head Office
|
Day 11
|
6 Days
|
3
|
Corporate Office
|
Day 16
|
6 Days
|
redressed
within 10 days or the customer is not happy with the redressal by the
branch, he may escalate his complaint to Local Head Office on the 11th
day of first lodging of the complaint. If the complaint is not redressed
within the next 5 days (15 days from day 1), the customer may further
escalate the complaint for redressal to the Corporate Centre. The
complaint will invariably have to be redressed within a maximum period
of 21 days / three weeks.
6. Acknowledgement of grievances and redress:
i)
The RBO, LHO or the Corporate Centre as the case may be, will
acknowledge the grievance within five days (5) of receipt and initiate
action to have the grievance resolved within a maximum period of three
weeks. The customer will also be kept informed of the action taken, the
reasons for delay if any, in redressal and the progress in redressal of
grievance.
ii)
Complaints received by e-mail shall be acknowledged by email to the
extent possible. The follow up action taken in respect of such
complaints shall be advised to customers by email. However in cases of
complaints of serious nature and delays in redressal etc., a paper trail
will necessarily be created.
ii)
In case the customer is unhappy with the redressal provided by the bank
or his grievance has not been redressed within one month of the date of
the complaint, he can also approach the Banking Ombudsmen located in
State Capitals for redressal. The customer will be given the necessary
guidance in this regard by the branches and the help lines. The contact
details of the Banking Ombudsman of the respective region shall be on display at each branch.
7. Review Mechanism
i. Chairman / Managing Director (MD)/ Dy. Managing Director (DMD)
The
redressal of customer grievances takes place mainly at three levels –
Branch, Controlling Office (Regional Business Office / Local Head
Office) and Corporate Centre. A large number of grievances are addressed
by customers directly to the GRIEVANCE REDRESSAL POLICY Chairman
/Managing Director / Deputy Managing Director. Where the issues raised
in the grievance are considered serious, the Chairman / MD /DMD shall
call for a report on the causes that led to the grievance, the redressal
and further action taken. Such grievances will be considered disposed
off only on approval from the Chairman / MD /DMD.
GRIEVANCE REDRESSAL MECHANISM
II. Acknowledgement of grievances and redress:
Branch
manager or the Nodal Officer at Local Head Office as the case may be,
will acknowledge the grievance within five days of receipt and initiate
action to have the grievance resolved within a maximum period of three
weeks. The customer will also be kept informed of the action taken, the
reasons for delay if any, in redressal and the progress in redressal of
grievance.
CODE OF BANKS
6. COLLECTION OF DUES
1. We will provide you with all the information regarding dues and will endeavour to give sufficient notice for payment of dues.
2. We
will have a system of checks before passing on a default case to
collection agencies so that you are not harassed on account of lapses on
our part.
3. We will write to you when we initiate recovery proceedings against you.
4. All
the members of the staff or any person authorized to represent our bank
in collection or/and security repossession would follow the guidelines
set out below:
i. You
would be contacted ordinarily at the place of your choice and in the
absence of any specified place at the place of your residence and if
unavailable at your residence, at the place of business/occupation
ii. Identity and authority to represent would be made known to you
iii. Your privacy would be respected
iv. Interaction with you would be in a civil manner
i. Normally
our representatives will contact you between 0700 hrs and 1900 hrs,
unless the special circumstances of your business or occupation require
otherwise
ii. Your requests to avoid calls at a particular time or at a particular place would be honored as far as possible
iii. Time and number of calls and contents of conversation would be documented
iv. All
assistance would be given to resolve disputes or differences regarding
dues in a mutually acceptable and in an orderly manner
v. During visits to your place for dues collection, decency and decorum would be maintained
vi. Inappropriate
occasions such as bereavement in the family or such other calamitous
occasions would be avoided for making calls/visits to collect dues
vii. We will investigate any complaint from you about unfair practices by collection agents.
7. COMPLAINTS, GRIEVANCES AND FEEDBACK
7.1 Internal Procedures
1. If you want to make a complaint, we will tell you:
i. How to do this
ii. Where a complaint can be made
iii. How a complaint should be made
iv. When to expect a reply
v. Whom to approach for redressal
vi. What to do if you are not happy about the outcome.
Our staff will help you with any questions you have.
1. We will tell you where to find details of our procedure for handling complaints fairly and quickly.
2. If
your complaint has been received in writing, we will endeavour to send
you an acknowledgement/ a response within a week. If your complaint is
relayed over phone at our designated telephone helpdesk or customer
service number, we shall provide you a complaint reference number and
keep you informed of the progress within a reasonable period of time.
3. After
examining the matter, we will send you our final response or explain
why we need more time to respond and shall endeavor to do so within 30
days of receipt of your complaint and will tell you how to take your
complaint further if you are still not satisfied.
8. PRODUCTS AND SERVICES
Changing your account
1. If
you want to transfer your account to another branch of our bank we will
do so. Your account at the new branch will be operationalized within
two weeks of receiving your request, subject to your complying with the
required KYC formalities at the new branch. We will intimate you as soon
as the account is operationalized. The new branch will be provided with
information on your standing instructions/direct debits, if any.
2. We
will cancel any bank charges you would have to pay as a result of any
mistake or unnecessary delay by us when you transfer your current /
savings account to or from us.
8.10 Remittances Within India
If you want to remit money within India we will inform you how to effect it and will:
a. give description of services and how to use them
b. suggest to you the best way to send the money to suit your needs
c.
disclose the details of all charges including commission that you will
have to pay for the service as per the Tariff Schedule as amended from
time to time.
In case of any delay we will compensate you for the delay and any loss/ additional expense incurred by you.
8.11.1 Loan Products
Applications for loans and their processing
1. We
shall invariably provide you with an acknowledgement of your loan
application. We shall make every endeavor to indicate on your
application the period within which you can expect to receive a decision
on your request for loan.
g.
We will also inform you whether you have an option to let equated
monthly installments stay constant and increase tenure or vice-versa
when the interest rate changes.
m.
We will not discriminate on grounds of sex, caste and religion in the
matter of lending. However, this does not preclude us from instituting
or participating in schemes framed for different sections of the
society.
n.
We will process request for transfer of borrowal account, either from
the borrower or from a bank/financial institution, in the normal course
and convey our concurrence or otherwise within 21 days of receipt of
request.
8.12 Guarantee
iii. circumstances in which we will call on you to pay up your liability
vi. time
and circumstances in which your liabilities as a guarantor will be
discharged as also the manner in which we will notify you about this.
1. We
will keep you informed of any material adverse change/s in the
financial position of the borrower to whom you stand as a guarantor.
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