Citibank Personal Loan Customer Care

Citibank provides CitiPhone, a special facility that offers 24x7 customer care support across India. This facility is available for loans from Monday to Saturday (except national holidays) from 9 am to 7 pm. The 24x7 number of CitiPhone for calls in India is 1860 210 2484. Customers who reside outside India can call at +91 22 4955 2484 to contact the customer care team of Citibank. The Citibank loan customer care facility for personal loans is operational between 9:00 a.m. to 9:00 p.m.

Follow the steps mentioned below to submit your complaint about Citibank personal loan:

• Fill in the grievance redressal form on the official website of the bank.
• If you are not satisfied with the solution offered by the grievance redressal team, you can raise your complaint to the bank’s nodal officer by sending your complaint to the nodal or compliance officer’s email address, i.e. principalcodecomplianceofficer@citi.com.
• Customers can also submit their complaint offline to the nodal or compliance officer via post. You can send your complaint via post at the following address:

Citibank, Retail Banking Compliance Head,   
FIFC (First International Financial Centre)   
8th Floor, C-54 & 55, G Block,   
Bandra Kurla Complex, Bandra (East),   
Mumbai, Maharashtra - 400051, India.  

The raised complaint is likely to be resolved within a timeline of 10 working days.

You can visit your nearest Citibank branch anytime between 10 am to 6 pm at the addresses mentioned below:

The grievance redressal mechanism of Citibank for personal loans and other products and services is divided into the following levels:  
Level 1 - Regular Access Channels  
You can register a complaint or problem by contacting the customer care of Citibank at any of the following access channels:

• 24-Hour CitiPhone or Citibank loan customer care number. 
• Through email at Citibank personal loan customer care email id.
• Other modes like Citibank online inbox, interaction at branch banking, Citi managed social media, or escalation made to Citibank senior management.

You can expect a response within 2 working days of receiving the complaint by Citibank. 

Escalation of Complaints to Head Customer Care

If you are not satisfied with the solution or did not receive an appropriate response at Level 1 within 2 working days from Citi customer care, you can write your complaint to Head Customer Care through Webform https://www.online.citibank.co.in/customerservice/home.htm, explaining the details of your issue concerned. You will receive a response within 2 working days. 

Escalation of Complaints to Citibank Grievance Redressal Officer (Principal Nodal Officer)

If you are not satisfied with the response received at Level 2, you can contact the PNO (Principal Nodal Officer) through an of the following ways:

• Write to PNO explaining the details of your issue through Webform on Citibank Website. You will receive a response within 2 working days.
• Call at the Toll-Free Citibank personal loan customer care number at 1-800-266-2400 (India)/ 022-49552400 from Monday to Saturday between 10:00 AM to 6:00 PM IST, except on national holidays. Citibank’s team of specialized Customer Service Executives will resolve your issues.
• You can also contact the Regional Nodal Officers (RNO) appointed under the jurisdiction of the respective Banking Ombudsman. You can find the complete contact details of the Nodal Officers/PNO on https://www.online.citibank.co.in/customerservice/home.html.   

Level 4 - Citibank Senior Management  
 

In case you continue to be dissatisfied with responses received at above levels, you can write to the Senior Management of Citibank explaining your issue in detail through Webform. You will get a response within 2 working days of the complaint received at Citibank. 

Level 5 - Reserve Bank of India – Banking Ombudsman Scheme

As per the Reserve Bank of India (RBI) Banking Ombudsman Scheme, 2006, customers can file their complaint to the Banking Ombudsman if the reply is not received within a period of one month from the bank, after the concerned bank has received its representation/ bank rejects the complaint/ the complainant is not satisfied with the received reply by the bank. The Banking Ombudsman is a statutory body appointed by RBI to look into the provision of satisfactory service by banks.