Axis Bank Customer Care: How to File a Complaint to Axis Bank Limited?

Axis Bank Limited is the financial service-based third largest private sector bank in India. The bank offers various financial and banking services to customers including large and mid-corporates, MSME, agriculture, and retail businesses. The bank first started its operations in 1994 and is headquartered in Mumbai. Today, it has 4,903 domestic branches for banking services in India as of March 2023.

The services of the bank include retail personal banking (internet banking, accounts, insurance, loans), investment (securities, fixed deposits, mutual funds, and pensions), government products, and other corporate/retail bankings (business loans, MSME/agri, cards) Some major international financial services of the bank are corporate lendings,  coverage, and liability businesses, trade finance (Forex), syndication, investment, and private banking with wealth management.

Axis Bank’s overseas bankings:

• Eight international offices with branches in Singapore, Dubai (at DIFC), and Gift City-IBU
• Representative offices in Dhaka, Dubai, Abu Dhabi, Sharjah
• Axis Bank UK Ltd., an overseas subsidiary in London, UK.

Subsidiaries of Axis Bank Ltd:

• Axis Asset Management Company Ltd.
• Axis Capital Limited
• Axis Finance Ltd.
• Axis Mutual Fund Trustee Limited
• Axis Private Equity Ltd.
• Axis Securities Limited
• Accelyst Solutions Private Ltd.
• Axis TREDS Limited
• Axis Trustee Services Ltd.
• Freecharge

Want to complain about Axis Bank? Yes! To resolve your issue, you should lodge a complaint to Axis Bank through the toll-free customer care number, email, or online web form. Before this, know the grievance redressal mechanism to get faster resolution from the bank.

The issues may include:

• Personal banking like bank accounts, cards, loans, digital banking, or fraud/disputes
• Matters related to ATM and Cash Deposit Machines, business/corporate/MSME banking services, or remittances (forex for exporter/importer)
• Financial services like insurance, investments, pensions, mutual funds, and securities (stock market and debts)
• Other disputes related to payment transactions (UPI, NEFT/IMPS, gateways), reward programs, payment settlements, etc.

First, submit your concerns to the branch office or customer care through available channels. Dissatisfied or not resolved? Escalate the complaint online to Nodal Officer, Axis Bank. Further, you may escalate the disputed matter to Principal Nodal Officer.

Still, dissatisfied or not resolved within 30 days? Lodge a complaint against the Axis Bank to the Banking Ombudsman, Reserve Bank of India. To know more, read below.

How to File a Complaint to Axis Bank?

The grievance redressal mechanism is defined in the grievance redressal policy of Axis Bank for the customers and users of banking services. According to this policy, the complaint resolution process involves 3 levels. If your complaints are not resolved or dissatisfied with the response at any level, escalate to the next level.

Axis Bank complaint resolution period and fees:

3 levels of complaint redressal:

• Level 1: Lodge your complaint to:
  • Branch Office (Manager) to submit a written complaint letter
  • Online (email, chat, and webform)
  • Customer care, call centre
• Level 2: Escalate the complaint to Circle Nodal Officer/Nodal Officer (Head Office)
• Level 3: Still dissatisfied/unresolved? Escalate the disputed case to Principal Nodal Officer, Axis Bank

In the initial stage (level 1), file a complaint through the toll-free Axis Bank customer care number, or helpline number (for fraud protection), or Email your concerns. Also, you may lodge a complaint online by internet banking, web form, or the Axis app.

Dissatisfied with responses or complaints not resolved within 10 days? Escalate the grievance to Circle Nodal Officer/Nodal Officer (HO), Axis Bank with reference/ticket number.

Still, Dissatisfied? Not resolved within 10 days by Nodal Officer? You should escalate this complaint to the Principal Nodal Officer of Axis Bank. Don’t forget to provide the reference/ acknowledgment number.

Finally, if your banking/financial complaint is not resolved within 30 days or dissatisfied with the final redressal of Axis Bank, file a complaint against the bank to Banking Ombudsman, RBI.

For other financial disputes like insurance, pensions, or securities, approach the respective regulatory bodies. Have complaints about violation of consumer rights? You may report this incident to the National Consumer Helpline (NACH), Ministry of Consumer Affairs (MoCA).

Axis Bank Customer Care Number

Want to call the Axis customer service team? You just need to dial the official toll-free helpline and customer care number to complain about your concerns with representatives of the bank. You may also e-mail your disputes with the required information.

Provide the following details:

• Name of the complainant
• The subject of the complaint
• The description of the query, dispute, or issue
• Other details (if required by banks)

Suggestion – Don’t share any sensitive information related to personal, banking, or financial details with customer care executives of the bank or even with the officers of Axis Bank. This awareness will help to protect yourself from any fraud/scams.

Toll-free customer care numbers and emergency helpline numbers of Axis Bank for banking and financial services:

Still, dissatisfied or have unresolved/pending complaints for more than 10 days? Escalate this banking complaint to the Circle Nodal Officer of your region or Nodal Officer with Service Request (SR)/reference number.

Additionally, you may write a letter, email, or lodge a complaint online to the designated officer of the respective departments of the bank. For this, follow the instructions below.

File a complaint online

According to Axis Bank, if you want to get faster resolution, lodge a banking complaint online through chat (live customer support), online Webform, or email with some supporting information.  You may also use Axis mobile app to raise your dispute with the bank support team.

Provide this information:

• Name and contact detail
• Account number (card last 4 digits)
• The subject of the nature of banking complaint
• Description of the issue with banking services and relevant facts
• Attach supporting documents or proof (if required)

Must note down the SR (service request)/reference number after submission of your complaint to track the status and escalate higher officials (if not resolved).

Details to lodge a banking complaint online with Axis Bank:

Don’t forget to note down the Service Request (SR) number or details of acknowledgment receipt of the submitted complaint. This can be used to track the status or escalate unresolved cases to higher authorities of the bank.

Alternative ways to raise your banking disputes:

Not resolved within 10 days or dissatisfied with the response? Escalate the dispute by lodging a grievance to the Nodal Officer of Axis Bank.

Want to complain about corporate, MSME, Agri (Corp), MFI Mutual Fund Investments), etc.? Contact the respective departments of Axis Bank below:

1. Corporate Internet banking/SME

Have complaints about corporate Internet banking? For disputes related to corporate banking (phone banking, CMS products, etc.), SME (Small & Medium Enterprises) borrowal accounts, or business services of Axis Bank, lodge a complaint online, call, or email the Corporate office at:

2. Agriculture (Corp)/MFI

If you want to resolve any dispute related to Agriculture (Corporate) or MFI borrowal accounts, escalate the matter or submit your complaint to:

3. Stock/Commodity Exchange related Account

If you have any grievance related to stock, commodity, or securities exchange of your business account, write to the Corporate office of Axis Bank at:

Need more information? Visit the corporate banking grievance page of Axis Bank to know more to get redressal of corporate internet banking / SME / Agri (Corp) / MFI / borrowal accounts related concerns,

NRI Customer Care, Axis Bank

If you need help with the NRI (Non-Resident Indian) banking account of Axis Bank or want to raise concerns related to NRI phone banking (internet, digital banking, account, etc.), call on the toll-free number or helpline number, Email your complaints, or lodge a complaint online to the respective representative office or overseas branch of the bank.

Details of overseas banks and customer care for NRI Banking Services and of Axis Bank to file banking complaint:

Still, have doubts or unresolved disputes? Please, visit the NRI phone banking section of Axis Bank and try to resolve your banking complaints.

Complain to Overseas/Representative Branch Offices

Have any complaints about the representative office or overseas branch offices of Axis Bank in other countries? Email or contact the overseas offices at:

Contact details of Overseas Subsidiary and Branch Office of Axis Bank:

1. Axis Bank UK Limited:

2. Axis Bank Limited, DIFC Branch (Overseas Office), Dubai (UAE):

Still, have any queries, questions, or doubts? Please, visit the overseas presence page of Axis Bank to know more about overseas/representative offices and its banking services.

Nodal Officer, Axis Bank

As per the customer grievance redressal policy, if your submitted complaints are not resolved within 10 working days or dissatisfied with the final response from customer care, the branch manager, or your local loan centre of Axis Bank, then escalate this complaint to the appointed Nodal/Circle Nodal Officer of the bank.

Must provide the following information:

• Name and contact details
• Service Request (SR)/reference number
• Acknowledgement receipt (If complaint submitted in the branch office)
• The nature of the complaint
• Description of the issue with basic account details (customer id) and reason for dissatisfaction (if resolved)
• Attach relevant and supporting documents with facts

You may email, submit an online grievance form, or fill out the complaint form to send it to Nodal Officer, Axis Bank at:

After successful submission, don’t forget to note down the reference/acknowledgment details for future reference (if the dispute is not resolved).

Have your complaints not been resolved within 10 days? Dissatisfied with the final resolution of the Nodal Officer? Escalate this disputed case to the Principal Noda Officer of the bank.

Have complaints related to the bank branch? Report this issue to your Circle Nodal Officer of Axis Bank. Contact the officers of your circle as mentioned here:

Circle Nodal Officers, Axis Bank

Contact details (e-mail, phone number, and address) of Circle Nodal Officer of Axis Bank:

Need more information? Visit the Circle Nodal Officer page of Axis Bank to know the available officers and their contact details.

Dissatisfied with the response or is still not resolved? Escalate the grievance to Principal Nodal Officer with the SR number and information related to the disputed matter.

Principal Nodal Officer, Axis Bank

Have unresolved/unsatisfactory complaints? Don’t worry. If your complaints related to banking, financial products/services, and bank staff behavior (unethical practices/ corruption) are not resolved within 10 days or dissatisfied with the final response of Nodal Officers, then escalate the complaint to Principal Nodal Officer, Axis Bank.

Must mention the following:

• SR/reference or acknowledgment receipt number
• Name and contact details
• The subject of the complaint with the reason for dissatisfaction (if resolved)
• Description of the unresolved/unsatisfactory complaint with facts and relevant information (download form below)
• Attach supporting documents and evidence (if any)

Email, submit an online complaint Webform, or send the filled grievance application form to the appointed Principal Nodal Officer at:

Still, have dissatisfaction? If your submitted case is not resolved within 30 days (including levels 1, 2, and 3) or not satisfied with the final resolution of the Principal Nodal Officer, then file a complaint to the Banking Ombudsman, Reserve Bank of India (RBI).

As an alternative, you may start an internal arbitration with Axis Bank to resolve your disputes. For this, contact the bank with legal notice to start an arbitration to settle the dispute internally with agreed compensation.

Banking Ombudsman, RBI

The Reserve Bank of India has issued Integrated Ombudsman Scheme, 2021 for all regulated/registered banks. According to this scheme, every bank has to resolve banking complaints within 30 days. If the disputes are not resolved, or delayed, or you are dissatisfied with the final response of the bank, you can lodge a complaint against the bank to the Banking Ombudsman of RBI.

So, if your submitted complaint is not resolved within 30 days or dissatisfied with the Principal Nodal Officer of Axis Bank, you may proceed to file a complaint against Axis Bank to the Ombudsman.

Must provide these details to the Ombudsman:

• Service Request (SR) number of the complaint (Axis Bank)
• Description of the dispute with relevant facts and supporting documents
• Other details (if any)

To raise your concerns, you can file a complaint online, e-mail, or submit a written complaint letter to your nearest Regional Office (RO) of RBI. To lodge a banking complaint online against the bank, visit the link below.

Click: File a complaint online to Banking Ombudsman, RBI

As suggested earlier, you may also start mediation with the bank by filing a notice of dispute resolution to initiate arbitration. For more details, you may visit the nearest branch office of Axis Bank.

Have complaints about other financial products and services? If your disputes related to other financial services are not resolved by the Axis Bank or dissatisfied with the resolution then approach these respective regulatory bodies:

• For disputes related to insurance, the complaint to Insurance Ombudsman, IRDAI
• For housing loans, report to National Housing Bank (NHB)
• For Pension disputes, complain to Pension Ombudsman, PFRDA
• For the stock market, securities, and debts, report to the Securities and Exchange Board of India (SEBI)

Want to resolve any disputes related to the violation of consumer rights by Axis Bank? You may file a consumer complaint online to National Consumer Dispute Redressal Commission (NCDRC) through E-DAAKHIL with supporting evidence.

Still, have dissatisfaction? Finally, you may seek help from a legal expert to resolve your serious/critical dispute with the bank. By doing this, you can know the available alternative methods or legal actions that can be used for your case.

Issues that can be resolved

These are some banking/financial issues related to services offered by the Axis Bank that can be redressed:

1. Axis Accounts

• Issues related to savings, current, salary, and trust/ NGO savings accounts
• Disputes regarding Public Provident Fund (PPF), AxisDirect Invest Account, and safe deposit locker
• Other issues like safe custody, pension disbursement account, and Axis Active plans
• Matters of PMJDY, Mobile Digital Rupee App, payment transactions (UPI, NEFT, IMPS, etc.), and other digital transaction failure issues

2. Bank Deposits

• Complaints related to digital fixed deposit (FD), bank FDs, recurring deposits, and tax saver fixed deposits
• Other issues related to bank fixed deposit plus and auto fixed deposit plans and reimbursement of FD or claim settlement

3. Cards

• Issues related to Credit Cards (pending bills, EMI, charges/fees, etc.), Debit, Pre-paid, and Transit Cards
• Disputes with commercial credit cards or debit cards, digital payments, and recurring payments
• Other issues like refunds, claims of car insurance, and EMI on Axis cards (credit/debit)

4. Personal Loans

• Complaints about home, personal, or vehicle (two-wheeler, cars, etc.) loans
• Issues related to business, education Loan, or loan against property
• Matters of gold loan (as security), loan against securities (equity, debts, lands, etc.) or fixed deposit, and commercial vehicle & construction equipment loans
• Other disputes related to loans like EMI payments, repayment of the loan amount, late fees/charges, etc.

5. Forex payments

• Issues with forex cards, international fund transfers (remittances), online transactions, and foreign currency cash and demand drafts
• Problems related to Axis Bank Horizon (overseas education) and RI Pro deposits

6. Insurance

• Disputes with life, general, and health Insurance and settlement of claims
• Matters of government schemes like PMSBY (Pradhan Mantri Suraksha Bima Yojana), PMJJBY (Pradhan Mantri Jeevan Jyoti Bima Yojana), etc.
• Complaints about insurance claims, payment settlements, and other insurance issues

7. Investments

• Issues with Mutual Funds, digital gold scheme, and Axis Direct trading & demat Account
• Disputes related to IPO Smart, Sovereign Gold Bond (SGB), alternate investment products, and National Pension System (NPS)
• Other matters regarding investments like securities, stock/demat account, interest on deposits, etc.

8. Government Product

• Disputes related to government small savings schemes like Public Provident Fund (PPF), Sukanya Samriddhi Yojana (SSY), Kisan Vikas Patra, etc.
• Issues with government pension schemes like Atal Pension Yojana (APY), investment schemes, RBI floating rate savings bonds, etc.

9. Other financial services

• Complaints about the other Axis Bank products and services like SIP, FASTag, Freecharge Pay Later, etc.

10. Agriculture, MSME, and Business Loans

• Issues related to farmer funding, loans for Agriculture traders & processors, or warehouse receipt loans
• Disputes with MSME Samriddhi and tractor Loans, gold loans, and microfinance
• Concerns with corporate/business loans, repayments, and business correspondents

11. Rural Banking

• Matters of rural banking services, branch offices, and other rural initiates of Axis Bank
• Disputes related to the behavior of staff, unethical practices like corruption, bribes, threats, favoritism, etc.

Complaint Resolution Period

The timeline for the resolution of issues related to banking and financial products and services offered by Axis Bank, as mentioned in the grievance redressal policy, are:

1. Delay in crediting failed card payment transactions:

2. Delay in the credit of beneficiary account for transactions initiated through prepaid instruments like Cards/Wallets:

For more details, you may read the grievance redressal policy and turnaround times (TAT) of the bank.

Frequently Asked Questions about Axis Bank

Q. What is the customer care number of Axis Bank to resolve a banking issue?
A. Dial the toll-free customer care number 18001035577 or call at 18604195555 and +912267987700 to register your banking complaint with Axis Bank.  You may also WhatsApp +917036165000 or Email email.services@axisbank.com to raise your disputes.

Q. Where can I escalate the complaint if my issue is not resolved by customer care?
A. First, if your complaints are not resolved within 10 days or dissatisfied with the final response then escalate the grievance to the Nodal/Cicle Nodal Officer of the bank. Still, dissatisfied or not resolved? Escalate the complaint to Principal Nodal Officer, Axis Bank with reference/SR number of unresolved complaint.

Q. Where can I approach if my complaints are not redressed or I’m not satisfied with the response of Axis Bank?
A. If your banking complaint is not resolved within 30 days or dissatisfied with the final resolution then file a complaint against Axis Bank to Banking Ombudsman, RBI with some required relevant information.

Reference

• Grievance redressal policy – Axis Bank
• Customer rights policy – Axis Bank
• Customer awareness and education – Axis Bank