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Complaint and Grievance Handling process:

• Customer can lodge a complaint through registered E-mail id on ibuserviceqty@icicibank.com or by submitting duly signed Physical letter at IBU Gift City Branch
• On receipt of a complaint, Complaint Redressal Officer (CRO) of the IBU Branch shall make an assessment on the merits of the complaint. Pursuant to assessment,
  
  • In case of acceptance, the Complaint Redressal Officer (CRO) shall acknowledge acceptance of complaints, in writing, within 3 working days of receipt of the complaint.
  • In case of non-acceptance, the Complaint Redressal Officer (CRO) shall inform the complainant within 5 working days along with reasons
• The IBU Branch shall dispose of complaint preferably within 15 days but ordinarily not later than 30 days of acceptance of complaint along with the reasons in case of rejection
• If a complainant is not satisfied with the resolution provided by the Complaint Redressal Officer (CRO) or if the complaint has been rejected by the Complaint Redressal Officer (CRO), the complainant may file an appeal before the Complaint Redressal Appellate Officer (CRAO) of the IBU Branch preferably within 21 days from the receipt of the decision from the CRO.
• The Complaint Redressal Appellate Officer (CRAO) shall dispose of the Appeal within a period of 30 days along with the reasons in case of rejection
• IBU Branch may ask for additional information from the complainant while processing the complaint
• The detailed policy for Complaint Handling and Grievance Redressal by ICICI IBU Gift city branch is made available on website.

Contact details of CRO and CRAO: