Axis Bank, formerly known as UTI Bank emerged at the end of 1993 with operations starting in 1994 as a consequence of the Indian Government's decision to allow the formation of new private banks. They were the first to get a license under the new RBI guidelines and also the first Indian bank to offer secure debit card payment with IVR (interactive voice response). Focusing on expansion, Axis Bank covers a network of over 1300 branches with more than 5900 branches in India. Their central office is in Mumbai while the registered office is in Ahmedabad and the rest of their branches spread across more or less 850 towns and cities. They also make their presence known in countries such as Hong Kong, Dubai and Shanghai with hopes of further international expansion.
Their services contain, but are not limited to large and mid-corporate banking, SME banking as well as agri-banking, international banking and retail banking. In 2008 Axis Bank launched India's first EMV chip based card, the Platinum Credit Card. They also offer Speed Banking with Internet, Mobile and SMS banking. To cover their wide scope of clientele efficiently, Axis Bank has various avenues for lodging complaints and queries in line with their Grievance Redressal Policy. These avenues include specific lines of communication for retail, overseas customers and large, mid-corporate banking respectively. A complaint against Axis Bank can be lodged with the Axis Bank Customer Care Department. If a complaint is not dealt with to the customer's satisfaction, there is an option of escalation to the Central Bank. Their policy adheres to the Bankers Fair Practice Code. The Bankers Fair Practice Code is adopted voluntarily by Axis Bank to provide their clients with a guaranteed commitment to dealing with complaints against Axis Bank in a fair and thorough manner. Their staff is trained to be sensitive and professional when dealing with client enquiries and complaints and to always provide information regarding the rights and responsibilities of their customers in a manner that is clear and forthcoming. The bank also undertakes to reverse bank charges that apply as a result of error on their side.
Complaints are to be directed to the relevant branches Complaint Handling Officer either verbally or in writing via letter, facsimile or email. According to their Grievance Redressal Policy the Complaint Handling Officer has seven days after receipt of the complaint to resolve the matter. In the case that the client is not satisfied with said resolution, the matter may be taken up with higher levels of authority such as the Central Office. Their solid infrastructure for dealing with complaints extends even further with the Complaints Management team dedicated to larger clients known as High Net Worth Clients. This is specifically for matters that are unresolved due to a complex nature and applies to corporate clients who conduct many transactions over short periods of time. With all the necessary policies and departments in place to make sure that clients are treated fairly, Axis Bank strives towards total customer satisfaction while maintaining as high a standard of service as possible.