Complaints and Grievance Redressal - ESAF Small Finance Bank
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Complaints and Grievance Redressal

ESAF Bank is committed to extend the best possible services to its customers. Our customers can contact us for information on our products and services as well as in case of any grievance.
If you are not satisfied with our services/products, you can lodge a complaint via following means.

Level I:
If you have any Service Request/Complaints, please contact our Call Centre
Call our 24-hour Call Centre on following contact numbers:

  • 1-800-103-3723 - Toll free
  • 080-4644-3723 - Paid line for customers who are calling from abroad.

                OR
  • Contact the Branch


Level II:
Even after 5 days, if you are still not satisfied with the resolution you may contact Cluster Head


Important Notice: Before escalating the complaint to Cluster Head, kindly ensure that you have lodged the complaint with the Branch as mentioned in Level I above and the time frame of 5 working days have been expired from the date of complaint registration.


Level III:
If the complaint is not resolved even after 10 days you may contact the Principal Nodal Officer on below address:

Mr. Abiesh Jose
Principal Nodal Officer
ESAF Small Finance Bank.
ESAF Bhavan, Mannuthy, Thrissur-680651
Email:principalnodalofficer@esafbank.com
Phone No.8589001933


Important Notice: Before escalating the complaint to the Principal Nodal Officer, kindly ensure that you have lodged the complaint with the Cluster Head as mentioned in Level II above and the time frame of 10 working days have been expired from the date of complaint registration.

Level IV:
If you are not satisfied with the resolution even after 15 days you may contact the Executive Vice President on below address:

Executive Vice President
ESAF Small Finance Bank.
ESAF Bhavan, Mannuthy, Thrissur-680651
Email: evp.cs@esafbank.com


Important Notice: Before escalating the complaint to the Executive Vice President, kindly ensure that you have lodged the complaint with the Branch as mentioned in Level I. Also ensure that you have escalated the matter to the Cluster Head in Level II and to the Principal Nodal Officer in Level III.

Level V:
If after exhausting 21 days and all the above channels you are still unsatisfied, you may write to the following address:

The Managing Director
ESAF Small Finance Bank.
ESAF Bhavan, Mannuthy, Thrissur-680651


Important Notice: Before escalating the complaint to Managing Director, kindly ensure that you have lodged the complaint with the above mentioned Levels.

Level VI:
If the case was rejected/partially accepted, the Bank will internally escalate it to the Internal Ombudsman for his consideration and final decision. Customers need not approach the Internal Ombudsman directly.

Level VII:
If you are still not satisfied with the resolution of your complaint you can approach Banking Ombudsman. The complainant can approach the Banking Ombudsman only if the complaint is not resolved within 30 days after contacting the bank.

For the details of the Banking Ombudsman Scheme including the address of offices of various Banking Ombudsman offices, please Click here

If you experience any inconvenience while registering/escalating your complaints online, please contact through e-mail customercare@esafbank.com


For grievances/queries related to third party products please click here