1. Internal document
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SOP Complaint Management
Details :
Process Complaint Management
Date 10/05/2017
Version VER 1/Complaint Mgmt/
0517
Scope: Broadly define activities involved in allocation of cases to collection teams &
Agencies.
Steps :
Sr.No Process Steps FPR Tentative TAT * Deviations if any
1 Receipt of customer complaints from
various channels like ombudsman,
PNO,RBI to centralized collection team
on id
DL RM customer escalation@yesbank.in
Centralized
Complaints
Management
team
2 Acknowledge the receipt of complaint.
Ensure agency is communicated to stop c
follow-up’s till investigation completed
Centralized
Complaints
Management
team
3 Liase with various stakeholders in bank
to address customer complaint as
appropriate.Call the customer & pacify
him on his concerns
Centralized
Complaints
Management
team
4 RCA’s, Corrective action plans , Penal
Action for all Bank induced/ Staff
related complaints
Centralized
Complaints
Management
team
5 Complaints Tracker is maintained and
published to all stakeholders periodically
Centralized
Complaints
Management
team
6 Re-work on processes basis complaints to
reduce repetition / recurrence of error
where applicable
Centralized
Complaints
Management
team
*The timelines are indicative. Actual timelines may differ from case to case / time to time, considering the
dependency on process steps, volumes, availability & accessibility of relevant authority, etc
