Grievance Redressal

It is our constant endeavour to provide you with consistent levels and quality of service. However, in the event of any of our services not meeting your expectations, we would like to hear from you.

To enable us to respond to you swiftly, please send your communication as per the escalation matrix below with the following details:

1. Your full name
2. Your account details.
3. Your contact details (address, telephone number and email address)

Important:

Please only use your registered email address for any email communication with the Bank.

Level 1

• Send us your complaint form or walk-in to our Mumbai branch.
• Email us at in.service@natwestmarkets.com
• Call our Bank by Phone at 0124-6728806

We will acknowledge receipt of your letter or email within 15 working days and shall revert to you suitably depending on the nature of your query.

Level 2 (if not satisfied with Level 1)

In case you do not get an update from us in 15 days, or are not satisfied with the response provided by writing into Level 1, you may email or write to:

Jamuna Nair
Branch Head
NatWest Markets Plc
Brady House,
14, Veer Nariman Road,
Fort, Mumbai - 400023


Please note our Branch Timings:
Monday to Saturday**: 10.00 AM to 2.00 PM
2nd & 4th Saturday/ Sunday/ Bank Holiday: Closed

Please quote the reference number provided to you in your earlier interaction along with your account number to help us understand and address your concern.

We will acknowledge receipt of your letter or email within 7 working days and shall revert to you suitably depending on the nature of your query.

Level 3 - Principal Nodal Officer

In case you do not get an update from us in 10 days, or are not satisfied with the response provided by writing into Level 2, you may email or write to:

Ms Ruchika Kapoor

Email: pno@natwestmarkets.com

Mailing Address:
NatWest Markets Plc,
Corporatedge, Level 1,
Building No. 10, Tower A
DLF Cyber City, Gurgaon 122002,
Haryana, India

Tel No: +91-124-672 8810

Timings: 10 AM - 4 PM (Monday - Friday)


Please quote the reference number provided to you in your earlier interaction along with your account number to help us understand and address your concern.

We will acknowledge receipt of your letter or email within 7 working days and shall revert to you suitably depending on the nature of your query.

In case you are not satisfied with the resolution provided by Level 3, you may contact our Principal Code Compliance Officer for a final review.

Contact details of our Senior Management and Principal Code Compliance Officer

Banking Ombudsman Scheme

In the event that you do not receive a 'final response' within 30 days from the date you first raised your issue, or are dissatisfied with the same you may approach the Banking Ombudsman for an independent review.

Excerpts of the Banking Ombudsman Scheme 2006 are enclosed for your reference.

No complaint to the Banking Ombudsman shall lie unless:

• the complainant before making a complaint to the Banking Ombudsman, had made a written representation to the bank and the bank had rejected the complaint or the complainant had not received any reply within a period of one month after the bank received his representation or the complainant is not satisfied with the reply given to him by the bank;
• the complaint is made not later than one year after the complainant has received the reply of the bank to his representation or, where no reply is received, not later than one year and one month after the date of the representation to the bank;
• the complaint is not in respect of the same subject matter which was settled or dealt with on merits by the Banking ombudsman in any previous proceedings whether or not received from the same complainant or along with one or more complainants or one or more of the parties concerned with the subject matter;
• the complaint does not pertain to the same subject matter, for which any proceedings before any court, tribunal or arbitrator or any other forum is pending or a decree or Award or order has been passed by any such court, tribunal, arbitrator or forum;
• the complaint is not frivolous or vexatious in nature; and

For Addresses / Contact numbers of Banking Ombudsmen or any further information on the Banking Ombudsman scheme please visit http://bankingombudsman.rbi.org.in

Contact details of our Chief Executive Office

Name and Designation	Address	Email ID
Mr. Kapil Mathur Chief Executive Officer, NatWest Markets Plc India	NatWest Markets Plc Brady House, 14 Veer Nariman Road, Fort, Mumbai - 400023 INDIA	india.ce@natwestmarkets.com