Complaints/ Grievances

At ICICI Bank Limited (“ICICI Bank”) we strive to make services smooth, streamlined and responsive and our products customer focused. However, there might be an occasion when you may have cause for complain. If you have a complain, please inform us.

We aim to address complaints promptly, usually within 24 hours. If more time is required, we will acknowledge your complaint in writing within 2 working days, providing details of the person responsible and the steps we intend to take.

In some cases, the matter may be handled by a colleague other than the one who first received your complaint, depending on who is best placed to assist.

Our objective is to conclude most complaints within 14 working days. Where additional time is necessary, we will keep you updated on the progress until the matter is resolved.

Contact Us

You may opt for any of the following modes for lodging a complaint.

(1) Walk into your nearest ICICI Bank branch anytime during working hours and speak to a member of staff

(2) Telephone Customer Relations on 8001012553 (7 day a week, 0800 - 1800 hrs) to inform us of your concern

(3) Email at sg.complaints@icicibank.com

(4) Write to us at: ICICI Bank Limited, #50-01 Republic Plaza, Singapore 048619

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 ICICI 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 14 working days of the original complaint, you have the right to take your complaint to the complaints officer of ICICI Bank. The complaints officer will aim to resolve the complaint within next 14 working days of receipt of your complaint.

In the unlikely event that you are not satisfied with our final response and wish to escalate the matter to Financial Industry Disputes Resolution Centre Limited (“FIDReC”) to look into your complaint, you must contact them within six months of the date of any final response issued.

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

(1) Before making a complaint to the regulator, please ensure that you had made a written representation to ICICI Bank, and ICICI Bank had either rejected the complaint, or you had not received a reply within a specified period after the complaint was received by ICICI Bank, or the complainant was not satisfied with the reply given by ICICI 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, no 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 FIDReC 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 applicable laws, if any.