Flowchart is the Simplified Procedure (Online / Offline) for a customer facing any issue/grievance and wants to lodge a complaint with VMC Bank (The Veraval Mercantile Cooperative Bank Ltd.)

• A. Online Complaints: Customer can lodge it online at vmcbl.bank.in/complaints > Enter Name, email, Select from Dropdown( Unauthorized Transaction reporting, Deposit / Loan Accounts Related, ATM Rupay Card Complain, POS (Shopping) Complain, IMPS Complain, UPI Complain, Any Other Type of Complain), registered Mobile no, enter details in Subject/Body, Verify by Captcha and click submit. Customer will receive a Complaint Acknowledgment email with unique Complaint Number. He will get resolution/reply of complaint on the same trail email.
• B. Offline Complaints : Customer can Write a Letter to the nearest Branch of Bank. necessary and mandatory details like Name, email, Type of Complain (Unauthorized Transaction reporting, Deposit / Loan Accounts Related, ATM Rupay Card Complain, POS (Shopping) Complain, IMPS Complain, UPI Complain, Any Other Type of Complain), registered Mobile no, Full account number, Customer ID, etc must be included in the letter, otheriwse it is liable to be rejected at Branch Level. After physical vetting of such details, same will be forwarded b Branch to ADM Office within 1 working day. He will get resolution/reply of complaint on the same trail email. Customer may also be guided to select Online Complaint route to minimize Time.

Escalation mechanism of all officers responsible for handling consumer grievances (linear sequence)

• Level 1 = Branch Manager for Physical Complaints / online Complaints
• Level 2 = CEO & MD
• Level 3 = Physical Meet to satisfy Customer grievance if not resolved.
• Level 4 = if Customer is not satisfied with the Resolution, pls contact RBI Ombudsman on https://cms.rbi.org.in/cms/indexpage.html#eng
• Please note Timing of more than 6 working hours will trigger escalation from one level to another.