ESAF Bank is committed to extend the best possible services to its customers. Our customers can contact us for information on our products and services as well as in case of any grievance.
If you are not satisfied with our services/products, you can lodge a complaint via following means.

Level I:
If you have any Service Request/Complaints, please contact our Call Centre
Call our 24 - hour Customer Care on 1800-103-3723 / 080-4552-0100 (NRI Line)
OR
Contact the Branch
OR
Email to customercare@esafbank.com

Level II:
Even after 3 days, if you are still not happy with the resolution you may contact the Cluster Head

Important Notice: Before escalating the complaint to Cluster Head, kindly ensure that you have lodged the complaint with the Branch as mentioned in Level I above and the time frame of 3 working days have been expired from the date of complaint registration.

Level III:
If you feel your complaint has not been handled properly even after 6 days you may contact the Regional Nodal Officer:

Level IV:
If you are still not satisfied with the resolution even after 10 days you may contact the Principal Nodal Officer on the below address:

Dr Rekha U Menon
Principal Nodal Officer
ESAF Small Finance Bank.
ESAF Bhavan, Mannuthy, Thrissur-680651
Email: principalnodalofficer@esafbank.com
Phone No: 8589001933

Additionally, the Principal Nodal officer would be the nodal officer and overall in charge at Head office level for the issues pertaining to persons with disabilities.

Level V:
If you are still not satisfied with the resolution of your complaint you can approach Banking Ombudsman. The complainant can approach the Banking Ombudsman only if the complaint is not resolved within 30 days after contacting the bank.

Physical address of CRPC, Chandigarh as below:
Reserve Bank of India, 4th floor, Sector 17, Chandigarh, 160017

The complaint lodging portal of the Ombudsman is https://cms.rbi.org.in
RBI Contact Centre – 14448 (9:30 am to 5:15 pm) – is also available for customers to seek assistance in filing complaints and information on grievance redressal, with multi-lingual support.

*Complaints Register is available with the Branch Head.

For the details of the Banking Ombudsman Scheme including the address of offices of various Banking Ombudsman offices, please Click here

If you experience any inconvenience while registering/escalating your complaints online, please contact through e-mail customercare@esafbank.com

For grievances/queries related to third party products(Insurance & Pension) please click here