Dear Customer,

At HDFC Bank, customer focus is a core value on which we base our business philosophy. Our personnel are committed to treat customers with politeness, courtesy, and respect at every interaction.

While the focus of our staff always is to go the extra mile to resolve customer issues, in exceptional situations, it's possible they may not be able to resolve them to your satisfaction, despite the Bank's best efforts. This could be due to issues related to systems downtime, policy, compliance and so on.

While most of our customers understand such compulsions, a few resort to provocative and unparliamentary language, or rude and disruptive behaviour. Such behaviouris untenable as it impacts the morale, dignity, and consequently, the efficiency of our staff.

We regret to inform you that in such a situation, the Bank will be compelled to advise these customers to close all their relationships with HDFC Bank. We earnestly hope that we have to resort to this option in the rarest of rare cases.

In the event that the resolution to any query is not to your satisfaction, we also encourage our customers to exercise every option to escalate the matter through the internal mechanism of the Bank or to an external forum i.e. Banking Ombudsman. Here is a link to more information on the grievance redressal process.