SBI Customer Care: How to File a Complaint to State Bank of India?

State Bank of India (SBI) is the largest public sector banking and financial services statutory body in India. It is one of the largest Indian Multinational companies headquartered in Mumbai and is operating in various countries. Some subsidiaries of SBI are SBI General Insurance, SBI Life Insurance, SBI Mutual Funds, SBI Card, etc. The bank is regulated by the State Bank of India Act Regulation, 1955 and the Banking Regulation Act, 1949.

Major financial and banking services offered by the State Bank of India are saving/salary/current accounts, investment & deposits (bank deposits, pension & saving schemes, and stocks & securities), loans, debit/credit cards, digital banking, and other miscellaneous services.

Have you any complaints regarding these services of SBI? This may happen. Sometimes customers or bank account holders have to face uncertain and critical problems with banking and financial services. You should complain as soon as possible to the authorized executives to save your earnings and hard savings of money. This will protect you from any financial losses, frauds/scams, and monetary inaccessibility.

To register a grievance, call the verified and official SBI customer care or emergency helpline numbers, or instantly e-mail the support team. This will ensure a faster resolution. Clients may also file an online complaint through the grievance portal or SBI YONO App.

Contact SBI Support, If Want to Report These Issues:

• Accounts: Saving, salary, or current account and transactions & charges.
• Investment & Deposits: Deposits, Govt. Schemes, or Stocks & Securities
• Loans: Personal Finance or any matter regarding corporate/business loans/finance, OTS/compromise, or IRAC norms of the bank.
• Cards: Debit/Credit Card or related to delivery, renewal of SBI Cards, request for a new card, unauthorized transactions, or non-availability of specific debit cards like Master, Visa, or Rupay.
• Digital: Internet/Mobile Banking or SBI Yono
• Information & Services: Miscellaneous banking services, deposit interest certificates, insurance cover, banking & charges, business continuity planning, remittances, or broking services.
• Government Business: Direct, indirect, or state government taxes, pension, payment or matters about Passport Seva Kendra in SBI, digital life certificates (if asked by SBI), or social welfare schemes (related to the bank).

You may follow the below instructions to get faster redressal of any personal, corporate, or business banking problems. All the dynamic aspects and data are explained below. Use these data carefully as per your requirements.

How to File a Complaint to the State Bank of India?

Are you facing problems with the services of the State Bank of India? Usually, this happens with every person. Are you one of them? Need not be worried. The State Bank of India (SBI) has an integrated complaint management system (CMS) and redressal mechanism for unredressed grievances.

Complaint Registration Fee & Redressal Time Limit:

As per the citizen charter and customer rights, grievance redressal, and compensation policy of 2022 of SBI, customers can lodge complaints through online/offline mode in the 4 stages with 3 levels of escalation matrix. Each stage is dedicated to providing fast and transparent resolution of the particular banking, financial, or corporate/business services of the bank.

Timeline for The Grievance Escalation:

Important Terms:

• TAT = Turnaround Time
• T = Case created on + TAT
• The trigger conditions = Internal complaints TAT Breach + Category + Sub-category + sub-sub-category

Escalation will be sent based on the below levels:

• Level 0: case owner, a case assigned to
• Level 1: Level 0 + their controller
• Level 2: Level 0 + Level 1 + their controller
• Level 3: Level 0 + Level 1+ Level 2 + their controller

Note – Customers/users will be notified by e-mail or SMS, or may track the status by using the reference/acknowledgement number of the submitted complaint.

If the disputed matter is not redressed within 21 days (sometimes 30 days) SBI Officials., file a complaint to the Ombudsman of the Reserve Bank of India (RBI),

Level 1: SBI Customer Care

The toll-free helpline numbers of the State Bank of India which are operating 24×7 can be used by the customers to file a complaint to the SBI Contact Centre. These centres are currently operating in 12 languages i.e. Hindi, English, Telugu, Bengali, Tamil, Kannada, Marathi, Malayalam, Odia, Gujarati, Assamese, and Punjabi.

Provide the Following Details to the Customer Care Executives:

• Personal Name
• Nature of complaint
• A brief description of the issue
• Details of relevant evidence and proof of the occurred issue.
• Don’t share any financially sensitive information or personal details

To submit a disputed issue, dial the toll-free SBI complaint number, which is accessible from all landlines and mobile phones in India. Always note down the reference number after successful submission. You may use this ticket number to track the status.

Contact Centre: Toll-Free Helpline Numbers

Dial the toll-free customer care number and helplines of the contact centre of the State Bank of India to lodge a complaint illustrated below:

Note – You may also dial the SBI complaint number +918026599990 (call rates applicable) to contact the support team for banking services. Customers can also e-mail their concerns at customercare@sbi.co.in and contactcentre@sbi.co.in to get faster resolution.

Tips – Dial the toll-free number +919449112211 or e-mail epg.cms@sbi.co.in to report unauthorized electronic transactions from your SBI bank account. Please e-mail at report.phishing@sbi.co.in to report cyber frauds/scams to the bank and stay #SafeWithSBI.

SMS, Missed Call/WhatsApp Banking, and Branch Number

Access specific banking services through SMS, missed call banking (SBI Quick), and the nearest branch office referred to below:

You may seek help from these official contact details of the branch office, PMJDAY branches, or the customer service department of the bank.

Other Dedicated Toll-Free Numbers

Report the unusual activities and issues pertaining to the banking services through the dedicated toll-free helpline numbers listed below.

Note – Dissatisfied or not resolved within 48 hours? You may contact the branch manager or customer service manager of the branch. Further, escalate the grievance to the Regional Business Office (RBO). Use the reference/ticket number to escalate the unresolved case.

SBI ITFNs: International Toll-Free Helpline Numbers

The overseas customers of the State Bank of India may use the international toll-free numbers (ITFNs) to access the banking services or IVRS help from the customer service executives.

The SBI ITFNs and customer care numbers that serve 20 countries are listed below.

Note – For other international customers of SBI, dial the helpline number +918026599990 (call rates applicable) to contact the support team.

If you are interested in lodging an online complaint through the online complaint form and grievance redressal portal of the bank, follow the instructions illustrated below.

File an Online Complaint

Customers can directly file an online complaint through the online customer request and complaint form (CRCF) portal and the Yono mobile app (Sia digital assistant).

Mandatory Information to Lodge an Online Complaint (CRM):

• Request or complaint types
• Category of request/complaint like personal/individual customer, non-customer, MSME/Agri customer, digital payment, remittances, etc.
• Mobile number or account number (based on the issue)
• Verify with OTP
• Select products & services
• Nature of complaint/Request
• A brief description of the issue/request

You may also register an online complaint of unauthorized transactions, block ATM, SBI FASTag, PM Mudra Yojana, and other personal internet banking services including prepaid customers, online locker enquiry, and NRI services.

Links to File an Online Complaint to the State Bank of India:

Wait 48 hours to get a response or check the status by using the reference/ticket number.

Note – Not resolved or dissatisfied? You may escalate this grievance to the authorized nodal officer of the Regional Business Office (RBO) and further to the Local Head Office (LHO) with the previous ticket number.

SBI Business Support

Have you a business or corporate account in the State Bank of India? Clients of the corporate banking and YONO Business of the SBI can file a complaint through the customer service portal, Yono business app, or helpline numbers and e-mail of the helpdesk of corporate internet banking (CINB) & SCF (eDFS/eVFS) of the bank.

Report the Issues Related to:

• Corporate Internet Banking (CINB)
• Cash Management Product (CMP)
• Supply Chain Finance (SCF)
• e-Forex
• e-Trade

SBI Business Online Complaint Form:

• Click to Complain

Clients can also contact the concerned team at the bank through the helpdesk customer care number, e-mail, or write to the respective branch office as mentioned below.

 e-Trade & e-Forex Customers (CINB)

Contact the helpdesk of the CINB support team, e-trade, and e-forex customer service of SBI through the phone number and e-mail illustrated below:

Supply Chain Finance (SCF): e-DFS/e-VFS Team

Helpdesk contact number and e-mail of the Supply Chain Finance (SCF) customer support (e-DFS/e-VFS) team of the bank:

Cash Management Product (CMP)

Contact number, e-mail, and address of the Cash Management Product Operations Centre (CMP) of the State Bank of India to resolve the issues of corporate and government departments like PFMS, Ministry of Defence, State Government, corporate firms, etc.

1. Government

2. Corporate

Note – Not satisfied with the resolution? File a complaint to the Banking Ombudsman of the Reserve Bank of India, refer below.

Level 2: Escalate the Grievance to SBI Nodal Officer

Have issues been resolved by the customer service manager of the branch within 48 hours?  If you are one of them, don’t worry. The Nodal Officers for the redressal of unsatisfactory grievances are appointed by the State Bank of India in each branch and its regional branches of respective administrative zones. These officers will ensure that issues are resolved within a given time frame to the satisfaction of the clients.

If want to submit a written grievance, Mention the Following Details in the Complaint Letter:

• Name and communication details (e-mail or mobile number)
• The subject of the complaint
• Reference/acknowledgement/ ticket number of the previous complaint
• The description of the matter/issue
• Attach a copy of supporting documents, images, or evidence proof.

Grievance Escalation Matrix:

In level 1, You may escalate the complaints to the Assistant General Manager of the Regional Business Office (RBO). Further, escalate the disputed matter to the Deputy General Manager (B&O) or General Manager (Network) of the Local Head Office (LHO) of the State Bank of India at level 2 of the escalation matrix.

Send the written complaint letter to the Principal Nodal Officer of the customer service department at:

• Address: Principal Nodal officer, Customer Service Department, State Bank of India, State Bank Bhavan, 16th Floor Madam Cama Road, Mumbai 400021.
• Phone No: +912222741216
• E-mail: gm.customer@sbi.co.in

Local Head Offices: Helpline Numbers & E-mail of SBI Grievance Redressal Cell

As mentioned earlier, you have the choice to contact the Deputy General Manager (B&O) or General Manager (Network) of the Grievance Redressal Cell of respective Local Head Offices (LHO) of the State Bank of India. These Network Nodal Officers will be responsible for resolving the disputed matter within 36 to 24 hours.

The circle address, e-mail, and other contact details of the cell can be used by customers as illustrated below.

Tips – To check the complaint status, an SMS is to be sent to 567676 or e-mail to customercare@sbi.co.in with the ticket number. Also, dial the toll-free numbers 1800112211 and 18004253800 to seek help from SBI customer service.

Note – Has action not been taken within 36 hours by the Grievance Cell of LHO? Dissatisfied with the resolution of Nodal Officers? Finally, you may escalate the complaint to the Corporate Centre of the bank.

Level 3: SBI Corporate Centre

Have you not been satisfied with the Local Head Office (LHO)? If this happens, escalate the disputed or unresolved case to the Chairman or Deputy General Manager of the customer service department of the Corporate Centre of the State Bank of India. The escalation of the registered grievance should be done only after 36 hours receiving of the final decision.

For this, you may e-mail or write a grievance letter to these concerned nodal officers. Must mention the reference/ticket number of the previous grievance.

E-mail or send the grievance letter through fax to the officials of the Corporate Centre at the official address as illustrated below:

1. Chairman, Corporate Centre

• Address: The Chairman, State Bank of India, State Bank Bhavan, Madam Cama Road, Mumbai-400021.
• Fax: 02222742430

2. Customer Service Department

• Address: The Deputy General Manager, State Bank of India, State Bank Bhavan, 16th Floor, Madam Cama Road, Mumbai-400021.
• Fax: 02222742431
• E-mail: customercare@sbi.co.in

Don’t forget to ask for the acknowledgement receipt and ticket number of the submitted grievance. If you have submitted it by post, wait for 3 working days to get the receipt.

Note – If your submitted complaint is not resolved within 21 days by the State Bank of India, you have the right to report this disputed case to the Banking Ombudsman of the Reserve Bank of India (RBI).

Level 4: Banking Ombudsman, RBI

The Banking Ombudsman is a quasi-judicial regulatory body of the Reserve Bank of India (RBI) to hear cases related to banking services.

If any bank has not resolved the complaints of banking services within 21 days or customers are not satisfied with the final redressal, then the banking ombudsman, RBI is the apex body where you can complain.

You should file an online complaint to the Ombudsman, by visiting the link below.

• Banking Ombudsman, Reserve Bank of India

Tips – For any other cases of financial services, you may approach the following regulatory bodies and ombudsman in India:

• Securities and Exchange Board of India (SEBI) for the stock market, MFs, and securities
• Insurance Ombudsman (IRDAI) for matters of insurance (general, life, health, etc.)
• National Housing Bank (NHB) for the cases of housing finance/loans
• PFRDA (Pension Fund) for the disputed related to pension and its schemes

Note – If you have any complaints related to the administration and working of the State Bank of India (SBI) as a public sector unit, file a case to the Directorate of Public Grievance (DPG), a body of the Union Government of India.

Frequently Asked Questions about State Bank of India

Q. What is the toll-free customer care number of the State Bank of India?
A. Dial the toll-free customer care numbers 18001234, 1800112211, 18004253800, or 18002100 to get help or raise a concern to the executives of the State Bank of India.

Q. Where can I file a complaint to the SBI about banking services?
A. Customers may call through the toll-free number or complaint number +918026599990 to report the matter. Also, seek help through WhatsApp number +919022690226 or e-mail contactcentre@sbi.co.in a brief summary of the problem.

Q. Where can I approach if my complaints are not resolved by the SBI branch officials?
A. Dissatisfied with officials or not resolved within 48 hours? Under these certain conditions, you may escalate the disputed case to the principal nodal officers of the Regional Business Office (RBO) or the Deputy/General Manager (Network) of the Grievance Cell of the Local Head Officer (LHO).
Further, you may approach the Customer Service Department of the Corporate Centre of the State Bank of India.

Q. Where should I file a complaint against irresponsible banking services of the SBI?
A. You should file an online complaint to the Banking Ombudsman of the Reserve Bank of India. First, submit the grievance related to banking services to the appointed officials of the bank. If no action has been taken within 21 days by the SBI staff then you may approach the Ombudsman.

Q. What should I do if I’m not satisfied with the final resolution of the State Bank of India?
A. In this situation, you may file a case to the Banking Ombudsman, RBI or may report to the Internal Ombudsman (I.O.) of SBI. If the disputed case is pertaining to administrative matters, you should approach the Directorate, DPG of India.

Reference

• Citizen Charter – State Bank of India
• SBI Citizen Charter, 2018
• Customer service policies – SBI
• Customer Rights, Grievance Redressal and Compensation Policy – 2022 (SBI)
• Grievance Redressal Cells – SBI
• Service Charges & Fees – SBI