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Our commitment to you

We’re sorry to learn that you have had the need to complain. We understand that there will be occasions when things may go wrong and when this happens, please tell us what has gone wrong and how you would like us to resolve your complaint. Thank you for bringing this to our attention and giving us an opportunity to put matters right for you and improve our services.

We aim to resolve your complaints at the earliest possible opportunity. Where we have been unable to resolve your complaint within 3 business days and need more time to investigate the matter, we will write to you and let you know. We will aim to respond to most of your payment related complaints within 15 working days of the complaint being submitted. For all other complaints we will issue a final response at the latest within 8 weeks, which will outline the details of our investigation, how we reached our decision and how we are going to put things right for you.

Ways to contact us

  • Call us on 0800 532 532 (free from your UK landline), Monday to Friday, any time between 9am to 6pm
  • Write to us

    Customer Care, State Bank of India (UK), 15 King Street London EC2V 8EA.

    Alternatively, you can write in to your branch directly.

    To help us investigate and resolve your complaint, please provide:

    • Your account details
    • A description of your complaint
    • When your issue occurred
    • A preferred contact number and a convenient time to contact you

      We will be in contact with you as soon as possible after receiving your completed form or email.
  • In person
    You can visit your nearest branch. For a full list of our branches please click 'here'.

Make a complaint about an SBI account held in India

We'll aim to deal with your complaint straight away. However, if we can't, we'll keep you informed of the reasons for the delay, updating you about the progress of your complaint and the action we propose to take to address your concerns.


What we will do to resolve your complaint

State Bank of India UK aims to deal with your complaint straight away. However, if for whatever reason we need more time to complete our investigations, we will contact you and inform you of the reasons for the delay. We will keep you updated regularly as to the progress of our investigations, until they are completed.

We will provide you with a reference number and let you know who will be dealing with your complaint, so if you have any questions you will be able to contact the team dealing with your case directly.


If you are unhappy with the progress of your complaint


Step 1

If your complaint is not resolved within ten business days from the day your complaint was registered and/or you are unhappy with the progress of your complaint, please email customercare.sbiuk@statebank.com


Step 2

If your complaint is not resolved within twenty business days from the day your complaint was registered and/or you are unhappy with the progress of your complaint, please email
Lax Seshan (Head Product) at lax.seshan.sbiuk@statebank.com or
Stephen Banks (Head National Sales) at stephen.banks.sbiuk@statebank.com

About The Financial Ombudsman

State Bank of India

Your recent branch visit feedback

We would be really keen to hear more about your experience and the service you received. It will take no more than five minutes to complete.

This will help us to monitor our performance and identify where we can improve the level of service that we provide to our customers.

Which branch did you most recently visit?

What was the main purpose of your visit?

Are you a personal or business / corporate customer?


How satisfied were you overall with your recent service experience at the branch?
What is the main reason for giving this satisfaction rating?

How satisfied were you with the following aspects of service in the branch?
           
Cleanliness and tidiness of the branch
General level of knowledge of staff who dealt with you
Helpfulness and friendliness of staff
Ability of staff to offer advice and guidance where needed
Being dealt with quickly and efficiently
Your needs were fully addressed during your visit


(on 1 to 5 scale, where 1 = ‘very low effort’ and 5 = ‘very high effort’)
Before walking into the branch, how much effort did you expect to put in to having your enquiry, request or transaction processed?

On completion of your branch visit, how much effort did you actually put in to having your enquiry, request or transaction processed?

(on 0 to 10 scale, where 0 = ‘not likely at all’ and 10 = ‘extremely likely’)
How likely would you be to recommend State Bank of India to a friend or colleague?

Have you actually recommended State Bank of India to a friend or colleague?

What could we do to improve your in-branch experience or the quality of service that we provide to our customers?

Please use the space provided to give feedback or any other comments that you have about State Bank of India generally and the products and services that we offer?

Submit

Complaints data

We endeavour to put customers at the heart of our business and we are committed to ensure that customers are treated fairly. However, we understand that there will be occasions when things go wrong and when this happens, we want to ensure that complaints are resolved fairly and at the earliest possible opportunity.

We publish our complaints data every six months in accordance with the regulatory requirements. So you can see how we’ve done, we’ve provided below a summary of our complaints data from April to September 2016.


Complaints Data April – September 2016


Firm Name: State Bank of India, UK
Period Covered in this report: 1 April 2016 to 30 September 2016
Brand/trading names covered: State Bank of India, UK


  Number of complaints opened Number of complaints closed Complaints closed within 8 weeks (%) Closed complaints upheld by firm (%)
Banking and credit cards 623 613 99.84% 57.10%
Home finance N/A N/A N/A N/A
General insurance and pure protection N/A N/A N/A N/A
Decumulation, life and pensions N/A N/A N/A N/A
Investments N/A N/A N/A N/A
Credit-related - - - -

Complaints Data October 2016 – March 2017


Firm Name: State Bank of India, UK
Period Covered in this report: 1 October 2016 to 31 March 2017
Brand/trading names covered: State Bank of India, UK


Product/Service Group Number of complaints opened by volume of business No. of complaints opened No. of complaints closed % closed within 3 days % closed after 3 days but within 8 weeks % upheld Main cause of complaints opened
Banking & Credit Cards 5.57 per 1,000 accounts 532 534 49% 51% 54% General admin/customer service
Home Finance 9.13 per 1,000 balances outstanding 2 2 0 100% 50% Information, sums/charges or product performance
Insurance and Pure Protection N/A N/A N/A N/A N/A N/A N/A
Decumulation & Pensions N/A N/A N/A N/A N/A N/A N/A
Investments N/A N/A N/A N/A N/A N/A N/A
Credit Related N/A N/A N/A N/A N/A N/A N/A

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