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Contact us

You Can

(1) Walk in to our ICICI Bank branch and speak to a member of staff

(2) Telephone Customer Relations on +27-11-6767800 (Monday to Friday, 0830 - 1730 hrs)

(4) Write to us at:

Customer Relations, ICICI Bank Ltd., South Africa Branch
3rd Floor, West Building, Sandown Mews,
88, Stella Street, Sandton, 2196
Johannesburg
(Monday to Friday, 0830 - 1730 hrs)

 

COMPLAINTS/ GRIEVANCES

At ICICI Bank we strive to make services smooth, streamlined and responsive and our products customer focussed. However, there might be an occasion when you have cause for complaint. If you have a complaint, please inform us.

On receipt of customer complaint , we will send  a written acknowledgement to the customer within 5 working days of receipt of the complaint. We will do our best to deal with it within 6 weeks. If we need more time, we will inform to the customer 2 weeks in advance with proper reason, in case resolution is taking more time than 6 weeks .

Contact us :

You can

(1) Walk in to our ICICI Bank branch and speak to a member of staff
(2) Telephone Customer Relations on 011-6767800 (Monday to Friday, 0830 - 1730 hrs) to inform us of your concerns
(3) Email at: complaints.sa@icicibank.com
(4) Write to us at:
Customer Relations, ICICI Bank Ltd., South Africa Branch
3rd Floor, West Building, Sandown Mews,
88, Stella Street, Sandton, 2196
Johannesburg
(Monday to Friday, 0830 - 1530 hrs)

We will then arrange for the right person to investigate and respond to your concerns. When you contact us please tell us:

(1) Your name and account number
(2) The reason for your complaint
(3) The product, if applicable, that your complaint refers to
(4) The name of the person/s that you dealt with
(5) A suggestion of what you would like the bank to do
(6) Your address and if you are happy to discuss the issue on the telephone, your day time number
(7) When writing to us it would be helpful if you could submit copies of any documentation relevant to your complaint 
In the unlikely event that you remain unhappy with our response, or we have not sent you a final response within 21 working days of the original complaint, you have the right to take your complaint to the complaints officer of the bank. The complaints officer will aim to resolve the complaint within next 21 working days of receipt of your complaint.

Generally you are advised to keep the following in mind before you approach any regulator:

(1) You, before making a complaint to the regulator, had made a written representation to ICICI Bank, and the Bank had either rejected the complaint, or you had not received a reply within a specified period after the complaint was received by the Bank, or the complainant was not satisfied with the reply given by the Bank.
(2) The complaint is made not later than six months after you have received ICICI Bank's reply to your representation or, where no reply is received, not later than one year and one month after the date of the representation to ICICI Bank.
(3) The complaint has not been settled by the financial Regulator in any previous proceedings.
(4) The complaint is not the subject matter of proceedings before any court, tribunal, arbitrator or any other forum.
(5) The complaint is not frivolous or vexatious in nature.
(6) The complaint is made before the expiry of the period of limitation prescribed under Limitation Act, if any, of your country.