The internal complaint handling procedure in Union Bank of India DIFC Dubai Branch is as under:

1.  Lodgment of complaints:
   1. A customer can lodge a complaint either orally or written by      personally coming to the DIFC (DUBAI INTERNATIONAL FINANCIAL CENTRE) Branch on any working day, during the office hours of the DIFC (DUBAI INTERNATIONAL FINANCIAL CENTRE) Branch.
   2. A customer can send his/her grievances either to the DIFC (DUBAI INTERNATIONAL FINANCIAL CENTRE) Branch or directly to the Bank’s Head Office in Mumbai (Union Bank of India, 239 Vidhan Bhavan Marg, Nariman Point, Mumbai – 400 021, India). 
   3. A complaint box will be kept in the DIFC (DUBAI INTERNATIONAL FINANCIAL CENTRE) Branch where the customers can drop their complaints.
   4. A customer meeting will be arranged in the DIFC (DUBAI INTERNATIONAL FINANCIAL CENTRE) Branch once in a month where customers can also lodge their complaints personally, particularly where spot redressal of complaints, is required.
   5. Complaint can also be lodged by electronic mode by fax, e-mail or even telephonically.
   6. Special assistance at the DIFC (DUBAI INTERNATIONAL FINANCIAL CENTRE) Branch will be given to customers with disability or language problems, for lodging their complaints.
   7. In order to facilitate an aggrieved customer, a notice board will be displayed in the DIFC (DUBAI INTERNATIONAL FINANCIAL CENTRE) Branch incorporating the names of the authorities along with full address, e-mail address and telephone nos.  where he/she may contact in case of any complaints / grievance at DIFC (DUBAI INTERNATIONAL FINANCIAL CENTRE) Branch level.
2.    Time of lodging complaints
   1. A Complaint can be lodged at the DIFC (DUBAI INTERNATIONAL FINANCIAL CENTRE) Branch on any working day during office hours of the DIFC (DUBAI INTERNATIONAL FINANCIAL CENTRE) Branch or can be lodged by way of dropping the complaint in the complaint box.
   2. A complaint must be lodged within a reasonable time so as to facilitate proper, logical and meaningful investigation of complaints particularly complaints covering happening of any event.
3. Mode of Lodgment of Complaint :

   Complaints can be lodged in any of the following modes:

   1. Oral by meeting personally in the DIFC (DUBAI INTERNATIONAL FINANCIAL CENTRE) Branch or at Head Office of the Bank or over telephone.
   2. Written complaints can be lodged by putting the complaint in complaint box or by sending the complaints by registered post or through a courier service. Written complaints can also be lodged by fax/ E mail to the concerned authority.
   3. There is also a system of lodgement of complaint at DIFC (DUBAI INTERNATIONAL FINANCIAL CENTRE) Branch level in complaint book which is recorded in 3 copies including one for acknowledgement to be given to the customer.
4.         Responding to complaints (Acknowledgement):
   1. As soon as a complaint is received, DIFC (DUBAI INTERNATIONAL FINANCIAL CENTRE) Branch / Head Office (if the complaint is received at Head Office) will send a written acknowledgement of the complaint within seven days of its receipt, giving the name or job title and contact details of the person handling the complaint within the Bank/DIFC (DUBAI INTERNATIONAL FINANCIAL CENTRE) Branch (as well as details of their internal complaint handling procedures).
   2. DIFC (DUBAI INTERNATIONAL FINANCIAL CENTRE) Branch may consider sending written acknowledgement in respect of telephoned complaints where these are acknowledged over the phone, on case to case basis like VIP complaint, complaints received from DFSA (DUBAI FINANCIAL SERVICES AUTHORITY) /RBI etc.
   3. The acknowledgement of complaint will also give the time frame during which the complaint will be redressed. If the request of the complainant cannot be acceded to during the time frame, a reasonable reply is sent to the complainant.
   4. In case the DIFC (DUBAI INTERNATIONAL FINANCIAL CENTRE) Branch is able to provide a final response within seven days of receiving a complaint, it may combine the acknowledgement of the complaint with the final response.
5.       Investigation of complaint and time of redressal.
   1. All the complaints received are to be redressed within a maximum period of two months of its receipt. In case it is not found feasible to accede to complainant’s request, a reasonable reply may be issued to the complainant within a reasonable stipulated time. Further, if the redressal of complaint is expected to take longer than two months, an interim reply should invariably be sent to the complainant. However, all efforts will be made for prompt redressal of complaint.
   2. After receipt of the complaint, a preliminary scrutiny of the complaint will be made in the light of facts mentioned in the compliant and after sending acknowledgement to the complainant, discreet enquiry to be made as to the facts of the complaint which shall be redressed to the entire satisfaction of the complainant.
   3. Certain complaints require further investigation. Such complaints may be referred by the DIFC (DUBAI INTERNATIONAL FINANCIAL CENTRE) Branch to DGM (DFB & IBD) with his appropriate comments and DGM (DFB & IBD) will either get it investigated by some Senior Officer at Head Office or if it involves investigation through vigilance angle, the same will be referred to GM (Central Vigilance Dept.) for further investigation. After the investigation is over, actions as deemed fit will be taken and the complainant will also be informed timely as to the outcome of the investigation.
6. Availability of redress compensation in appropriate circumstances 
   1. Whenever the complaint involves a claim on the DIFC (DUBAI INTERNATIONAL FINANCIAL CENTRE) Branch for any loss to the customer like charge of excess interest, fee or commission or not giving due credit of the reduction in interest rate, the amount of such loss to the customer will be compensated by the DIFC (DUBAI INTERNATIONAL FINANCIAL CENTRE) Branch after ascertaining the exact amount of the loss suffered by the customer.
   2. Whenever the quantum of loss is decided by the Court, the DIFC (DUBAI INTERNATIONAL FINANCIAL CENTRE) Branch will compensate the loss within a reasonable time/ within the time frame / procedure decided by the Court.