Synopsis

Title:

“Study of Grievance Redressal System in the Bank with suggestions for

improvement”

Introduction:
This topic is considered because in today’s ever-changing banking environment,
customer complaints are more complex and on the rise. Also, demand for speedy
redressal is expected not only from customers but also from the regulatory
perspective. Moreover, a systematic and comprehensive approach towards
customer complaint management also provides input for product’s feature
enhancements and development of new products.

There are numerous advantages of having robust Grievances Redressal System in

place. We have already such system but whether it is achieving the intended
objectives is subject of research.

Objectives:
 To understand the reason for customer compliant.
 To study internal machinery to handle customer compliant & grievances.
 To study functioning of Customer Service Committee at Branch level
 To study awareness among staff members for handling complaints
 To study functioning Customer Care Unit.
 To study adherence of Turn Around Time (TAT)
 To study overall grievances resolution process of our Bank.
 To compare data of peer banks with ours for analysis.
 To summaries the sort comings of the present system.
 To suggest certain points for improvement.
 To indicate suitable action plan for each suggested solution.

Methodology:
 Collection of data from external sources like RBI website, BCSBI report,
internet, magazines etc. for getting various reasons/sources of customer
complaints.
  Collection of information /opinions from field functionaries through a
suitable questionnaire about reason for customer compliant, effectiveness
of internal machinery, support of Customer Care Unit , TAT in grievances
redressal etc.

Limitations:
 The study will be based on collective data mostly from questionnaire and
personal interaction with our bank officials.
 The effectiveness of the suggestions will be based on the accuracy of data,
which we will collect from different sources.
 Also, since these field is dynamic in nature so suggestions may not be
holding ground over long term.

Conclusion:
The study is going to help our Bank in understanding some of the gaps
existing in our Internal Grievances Redressal System and how to address
them.