Customer Grievance Escalation Matrix
| Escalation Level | Contact Point | How to Lodge Complaint | Expected Turn Around Time(TAT) |
|---|---|---|---|
| Level 1: Branch Resolution | Branch Manager: First point of contact for all banking-related issues | In-person via written application or Complaint box Online via MRB Grievance portal Email to the respective Branch ID |
Within 5 days of receipt |
| Level 2: Regional Escalation | Regional Manager: Escalation point if the branch fails to resolve the issue or if the customer is dissatisfied | Email to the respective Regional office RO Aizawl: ro.aizawl@mrb.bank.in RO Lunglei: ro.lunglei@mrb.bank.in Written application to the Regional office via post 1. Regional Manager, RO Aizawl, MRB Head OFfice 2. Regional Manager, RO Lunglei, Bazar Veng, Near Saikuti Hall, Lunglei |
Within 7 days of receipt |
| Level 3: Head Office Intervention | Nodal Officer: Complaint Management System | Email: nodalofficer.cms@mrb.bank.in Written application: Nodal Officer, Complaint Management System MRB, Head Office, MINECO-Khatla, Aizawl |
Within 8 days of receipt |
| Level 4: Principal Escalation | General Manager(Operation) Final internal escalation authority at the Head Office |
Email: gm2@mrb.bank.in Written application: General Manager (Operations), MRB, Head Office, MINECO-Khatla, Aizawl |
Within 10 days of receipt |
| Level 5: External Escalation | RBI Banking Ombudsman External escalation if complaints remains unresolved 30 days after the initial filing at Level 1, or if the customer is not satisfied with the bank's final response |
Online portal: https://cms.rbi.org.in Toll Free:14448 |
As per RBI Ombudsman protocol |