Client Complaints
At BNP Paribas, we strive to provide our clients with the highest possible standards in service. If for any reason you are not entirely satisfied with our service, products or employees, please let us know. We value your feedback and endeavor to resolve your complaints fairly.
Who to Contact
Your assigned Relationship Manager, Desk Head or usual BNP Paribas contact person; or
Your correspondent complaint handling unit;
BNP Paribas India:
- For Global Markets: dl.in.client.complaints.gm@asia.bnpparibas.com
- For Transaction Banking: dl.in.client.complaints.tba@asia.bnpparibas.com
- For Investment Banking: dl.in.client.complaints.iba@asia.bnpparibas.com
- For Securities Services: dl.in.client.complaints.bp2s@asia.bnpparibas.com
BNP Paribas Securities India
- For Global Markets: dl.sec-in.client.complaints.gm@asia.bnpparibas.com
As per the Client Complaint Redressal and Banking Ombudsman Scheme 2006, Clients are requested to kindly contact our concerned Branch Managers, who will be at your disposal for redressal of any complaints that you may have to your satisfaction. If the redressal is not met or addressed by our bank to your requirement, you may approach the Banking Ombudsman.
RBI Ombudsman Scheme (117ko)
Addresses of Banking Ombudsman (17ko)
Banking Complaint 2006 Complaint Form (18ko)
Complaint Form through Internet (72ko)
Please note that the appellate authority for the Banking Ombudsman Scheme is the Deputy Governor of Reserve Bank of India
Kindly contact the relevant business line for more efficient handling of your complaint.
A. Customer Complaints
Complaints received by the bank from its customers
| Sr. no | Particulars | Year ended March 31, 2023 | Year ended March 31, 2022 | |
| 1. | No. of complaints pending at the beginning of the year | 1 | 7 | |
| 2. | No. of complaints received during the year | 8 | 3 | |
| 3. | No. of complaints disposed during the year | 4 | 9 | |
| 3.1 | Of which, the number of complaints rejected by the bank | – | – | |
| 4. | No. of complaints pending at the end of the year | 5 | 1 |
Maintainable complaints received by the bank from the Office of Ombudsman
| Sr. no | Particulars | Year ended March 31, 2023 | Year ended March 31, 2022 | |
| 1. | No. of maintainable complaints received by the bank from the Office of Ombudsman | Nil | Nil | |
| 1.1 | Of 5, number of complaints resolved in favour of the bank by the Office of Ombudsman | Nil | Nil | |
| 1.2 | Of 5, number of complaints resolved through conciliation/mediation advisories issued by the Office of Ombudsman | Nil | Nil | |
| 1.3 | Of 5, number of complaints resolved after passing of awards by the Office of Ombudsman against the bank | Nil | Nil | |
| 2. | Number of Awards unimplemented within the stipulated time (other than those appealed) | Nil | Nil |
Top five grounds of complaints received by the bank from customers
| Grounds of complaints | Number of complaints pending at the beginning of the year | Number of complaints received during the year | % increase/decrease in the number of complaints received over the previous year | Number of complaints pending at the end of the year | Of 5, number of complaints pending beyond 30 days |
| 1. Internet/Mobile/ Electronic Banking | – | – | (100%) | – | – |
| 2. Account opening/Difficulty in operation of accounts | – | – | – | – | – |
| 3.Levy of charges without prior notice/excessive charges/foreclosure charges | – | – | (100%) | – | – |
| 4. Bank Guarantees/Letter of Credit and documentary credits | 1 | 1 | 100% | 1 | 1 |
| 5. Others | – | 7 | 600% | 4 | 2 |
| Total | 1 | 8 | 166.67% | 5 | 3 |
| Grounds of complaints | Number of complaints pending at the beginning of the year | Number of complaints received during the year | % increase/decrease in the number of complaints received over the previous year | Number of complaints pending at the end of the year | Of 5, number of complaints pending beyond 30 days |
| 1. Internet/Mobile/Electronic Banking | 2 | 1 | (50%) | – | – |
| 2. Account opening/Difficulty in operation of accounts | 1 | – | (100%) | – | – |
| 3.Loans and Advances | – | 1 | 100% | – | – |
| 4. Bank Guarantees/Letter of Credit and documentary credits | 1 | 0 | (100%) | 1 | 1 |
| 5. Others | 3 | 1 | (66.67%) | – | – |
| Total | 7 | 3 | (42.85%) | 1 | 1 |
Code Compliance Officer – Mr. Jinu Nair
(Email – jinu.nair@asia.bnpparibas.com)
Grievance Officer – Ms. Kashmira Navalkar
(Email – kashmira.navalkar@asia.bnpparibas.com)
BNP Paribas India
BNP Paribas House,
1 North Avenue, Maker Maxity
Bandra – Kurla Complex
Bandra (East), Mumbai – 400 051
Boardline: +(91) 22 65214000, Direct: +(91) 22 65216064
Complaints related with Merchant Banker – Steps for Filing complaints on SCORES:
Visit SEBI SCORE
a. Register on SCORES portal
b. Mandatory details for filing complaints on SCORE:
- Name, PAN, Address, Mobile Number, E-mail ID
c. Benefits:
- Effective communication
- Speedy redressal of the grievances