We are committed to resolving every complaint fairly and promptly. If an issue is not settled to your satisfaction, this four-level escalation matrix tells you exactly whom to approach next.
Please follow the levels in order. Each level allows the bank a defined period to respond before you move to the next.
Start here
Please approach your Branch Manager for any feedback or complaint that you wish to lodge with us. Our officers will assist in resolving the issue for you. You may also contact our customer care number or write to us by email.
If unresolved after 7 working days at Level 1
If you have not received a satisfactory response at Level 1 within 7 working days, please send an e-mail to our Nodal Officer.
If unresolved after 7 working days at Level 2
If you have not received a satisfactory response at Level 2 within 7 working days, please send an e-mail to our Principal Nodal Officer.
If unresolved one month after lodging with the bank
If your complaint remains unresolved, or the response is not satisfactory at bank level, within one month of lodging the complaint with the bank, you may write to the Banking Ombudsman under the Reserve Bank - Integrated Ombudsman Scheme.
The Reserve Bank of India operates a free, independent grievance redressal mechanism for bank customers under the Reserve Bank - Integrated Ombudsman Scheme. You may approach the Ombudsman if the bank has not replied within one month, has rejected your complaint, or you are not satisfied with the reply.
No fee or charge is payable at any stage of an Ombudsman complaint, and you do not need an agent or intermediary to file on your behalf. Beware of anyone offering to file on your behalf for a fee.
Go to RBI CMSSharing these details upfront helps us investigate and resolve your complaint faster.
Common questions about lodging and escalating a complaint with DHUSBN.
Start at Level 1 by approaching your Branch Manager, calling our customer care number 08192-272561, or writing to info@dhusbn.in. You can also submit the complaint form on our website. If you are not satisfied with the response, escalate through Level 2, Level 3 and finally to the RBI Banking Ombudsman.
You should receive a response within 7 working days at each of Level 1, Level 2 and Level 3. If your complaint is still unresolved, or the response is unsatisfactory, one month after you first lodged it with the bank, you may approach the RBI Banking Ombudsman.
You may approach the Banking Ombudsman if the bank has not replied within one month of your complaint, has rejected the complaint, or you are not satisfied with the reply. Complaints are filed online at https://cms.rbi.org.in, and the RBI contact centre can be reached on the toll free number 14448.
No. Filing a complaint with the RBI Banking Ombudsman under the Reserve Bank - Integrated Ombudsman Scheme is free of cost. No fee or charge is payable at any stage, and you do not need an agent or intermediary to file on your behalf.
Keep your account number, registered mobile number, branch name, the date and nature of the issue, the transaction reference number and amount, any earlier complaint reference number, and copies of supporting documents such as statements or receipts.