At YES BANK, we would like to assure you of the best of our services at all times.

If you would
like to share your valuable suggestion, opinion, experience, feedback or scope for improvement
on any of our services, we welcome your feedback through:

1. Electronic Channels Available

 You may register your complaint through the

 Call us at YES TOUCH Phone Banking Service 7 days a week between 7.00 AM and
11.00PM.
 For specific complaints pertaining to Depository Services, please write in to:

2. Personal Visits to Bank officials

 Visit our branch and log your complaint in the complaint register maintained at all our
branches (during working hours of the branch).
 Write in or meet the Branch Business Leader (Branch Manager) of the nearest Branch in
your city explaining the details concerned and he will respond to you-
 In each of our branches we observe 7th of every month (between 3 pm to 5pm) as the
Customer Day (previous day if 7th is a holiday or half day). Customers are free to use
such a day to give their opinions on Products & services of the Bank, express their
concerns, appreciate a specific service or product trait, etc.
 In each of our branches we have displayed the name and contact details of officers whom
you can contact for raising your complaints

3. Time Frame

 We normally take up to 7 working days to respond to you.

4. Complaint reference Number

 We provide you with a complaint number when you submit your complaint to us.
 5. Escalation Mechanism

In the absence of any revert / unsatisfactory revert from any of the above touch points in 7
working days you may escalate your complaint using below based on your convenience:

To escalate your complaint in person  

   
Visit your neares and meet Branch
 
Business Leader / Regional Business leader

You can expect a revert from channel of your choice within 10 working days of your visit / call /
email.

In the absence of revert from Branch Business Leader / Regional Business Leader / Head –
Customer Service & Contact Center within 10 working days, you can further escalate the matter
to Country Head – Operations at 0124 461 9009 or click here to and expect a revert in 10
working days

We would like to inform all our customers that our Bank is covered under the Banking of the
Reserve Bank of India. Under this scheme, any grievance against the Bank, if not addressed
within 30 days can be addressed to the

INTERNAL MACHINERY TO HANDLE COMPLAINTS/GRIEVANCES

Customer Service Committee of the Board (Service Excellence Committee)

This sub-committee of the Board is responsible for formulating the Comprehensive Deposit
Policy incorporating issues such as the treatment of death of a depositor for operations of his
account, the product approval process and the annual survey of depositor satisfaction. The
Committee would also examine any other issues having a bearing on the quality of customer
service rendered. The Customer Service Committee would also review the following:

1. Complaints received from the Regulator.

2. Awards passed by the Banking Ombudsman.
3. Internal complaints received, resolved and pending with root cause analysis and action
steps to reduce complaints.
4. Effectiveness of the Grievance Redressal mechanism adopted by the Bank
5. Review the standing committee’s report.
6. Any other items concerning customer service.

Standing Committee on Customer Service

The Standing Committee on Customer Service is chaired by the Executive Director / Managing
Director, who is also a member of the Customer Service Committee of the Board and has other
senior members of the Bank as its constituents. The Committee has the following functions:
 1. Evaluate feed-back on quality of customer service received from various quarters, across
Branches.
2. Review comments/feed-back on customer service and implementation of commitments in
the Code of Bank’s Commitments to Customers received from BCSBI.
3. Ensure that all regulatory instructions regarding customer service are followed by the
bank.
4. Consider unresolved complaints/grievances referred to it by functional heads responsible
for redressal and offer their advice.
5. The committee would submit report on its performance to the Customer Service
Committee of the Board at regular intervals.

Customer Service Committee in Branches

Each Branch would have a Service Committee comprising of senior members of the Branch
team, viz. Branch Business Leader, Branch Service Delivery Leader, etc. The functions of the
Committee are:

1. Meet selected customers on a regular basis (currently: every quarter) to ascertain their
feedback & comments on the service levels rendered by the Branch.
2. Ensure that all regulatory & internal instructions regarding customer service are followed
by the branch.
3. Evaluate feed-back on quality of customer service received from various quarters.
4. Identify & work on action steps to enhance the level of customer service offered by the
Branch.
5. The Complaints, analyses and action points thereon, would be shared with the Head –
Customer Service for further Bank wide analyses and presentation to the Standing
Committee on Customer Service and Customer Service Committee of the Board.

Banking Ombudsman Scheme, 2006

The Banking Ombudsman’ Scheme was introduced by RBI with the objective of enabling
resolution of customer Complaints relating to provision of Banking Products & Services and to
facilitate the satisfaction or settlement of such complaints. All our Branches will have the details
& address of the Banking Ombudsman of their respective city. A copy of the scheme is available
in all our Branches for your perusal.

We request you to kindly note the following points, before approaching the Banking
Ombudsman.

1. The complainant, before making a complaint to the Ombudsman, had made a written
representation to YES Bank, and the Bank had either rejected the complaint, or the
complainant had not received a reply within a period of one month after the complaint
 was received by the Bank, or the complainant was not satisfied with the reply given by
the Bank.
2. The complaint is made not later than one year after the complainant has received YES
Bank’s reply to his/her representation or, where no reply is received, not later than one
year and one month after the date of the representation to YES Bank.
3. The complaint has not been settled by the Ombudsman in any previous proceedings.
4. The complaint is not the subject matter of proceedings before any court, tribunal,
arbitrator or any other forum.
5. The complaint is not frivolous or vexatious in nature.
6. The complaint is made before the expiry of the period of limitation prescribed under the
Indian Limitation Act, 1963 for such claims.

YES Bank's mobile money services

 Chandigarh became the first city in India where the private sector YES Bank, in
association with Nokia and Obopay India, global leader in mobile payment technology
launched ‘Mobile money services by YES bank.’ The bank started its service
commercially today and it has plans to extend this across India in a phased manner.
 The service enables transfer of money using the mobile device in a secure manner.
Named as ‘Mobile money services by YES Bank, powered by Nokia,’ it would augment
financial inclusion amongst the unbanked and under-banked consumer segments by
bringing financial services to the consumers mobile device.

 It would enable consumers to transfer money to other individuals, pay utility bills as well
as recharge prepaid SIM cards(top-ups) by using their mobile devices. Subsequently,
consumers would also be able to pay merchants for goods and services through their
mobile devices. This is the first of its kind, providing customers the ability to initiate
mobile payments through multiple channels i.e SMS, IVR, WAP, JAVA and FIRE.
 Speaking to Business Standard, Yes Bank, Group-President-Transaction Banking Group,
Suresh Sethi said, “The mobile penetration in Chandigarh is about 95 per cent with Rs
one lakh per capita income, so it holds tremendous potential for implementation of new
and innovative technology cutting edge technology services.
 This initiative will provide consumers in the city with greater ‘Anytime Anywhere’
convenience and will be significant milestone on the path of financial inclusion. This
service would eliminate dependence on the physical presence of a branch or availability
of internet banking services and will successfully ride on the deep penetration of mobile
services in the region.”
  He added it would play an important role in India in linking common man with the bank
as there are 600 million subscribers in India and 46 per cent of the mobile users doesn’t
have any bank account.
 Earlier this year, Yes Bank, received regulatory approvals from the Reserve Bank of
India (RBI) to act as the issuing bank and the custodian of funds under these services.

YES Bank launches mobile money services

in Chandigarh news
YES Bank, in association with Nokia and Obopay India, today launched `Mobile money
services in Chandigarh, which would enable secure monetary transactions using mobile
phones.
Commenting on the occasion, Suresh Sethi, group president - transaction banking group,
YES Bank, said, "We are delighted to bring 'Mobile money services by YES Bank' to the
citizens of Chandigarh.
I believe that this service will eliminate dependence on the physical presence of a branch
or availability of internet banking services, and will successfully ride on the deep
penetration of mobile services in the region."
Earlier this year YES Bank had received regulatory approvals from the Reserve Bank of
India (RBI) to act as the issuing bank and the custodian of funds under these services.

Built on Obopay's mobile payment platform, consumers can transfer money to other
individuals, pay utility bills as well as recharge prepaid SIM cards (top-ups) using their
mobile devices via a simple interface.

Subsequently, they will also be able to pay merchants for goods and services through
their mobile devices using multiple channels, including SMS, IVR, WAP, JAVA and
FIRE.

YES Bank India

YES Bank India is a new age private sector bank in India. Founded by Rana Kapoor with
a goal to set up a high quality, customer centric, service driven private sector Indian bank
 that would cater to the "Future Industries of India". It is also the only bank that has been
awarded Greenfield license by the Reserve Bank of India in the past 14 years. The bank
offers a range of financial products and services to its clients, which include Corporate
and Institutional Banking, Investment Banking, Business and Transaction Banking,
Financial Markets, Corporate Finance, Retail and Wealth Management etc.

Products and Services

YES Bank India offers a range of products and services to its clients across the nation.

 Corporate Banking
 Institutional Banking
 Corporate Finance
o Infrastructure Banking Unit (IBU)
o Structured & Project Unit (SP&F)
o Financial Restructuring Unit (FRU)
o Realty Banking Unit
o Project Advisory & Syndication Unit
 Branch Banking
o Saving Accounts
o Current Accounts
o No-frills Accounts
o Non-resident Accounts
o Fixed Deposits
o 5-Year Tax Efficient Fixed Deposits
o Smart Saver Accounts
o Smart Salary Accounts
 YES FIRST Wealth Management
o ZERO Balance GOLD Savings Account
o Relationship Pricing
o Complimentary YES FIRST International GOLD Debit Card
o Doorstep Banking
o YES TOUCH Phone Banking Services
o Net Banking
o Mobile Banking
o Money Monitor
 Investment Banking
o Private Equity Syndication
o Financial Advisory
o Equity Capital Markets
o Restructuring & Privatizations
o Brokage Services
 Financial Markets
o Foreign Exchange
o Online Forex Solutions
 o Fixed Income
o Derivatives & Structured Products
o Commodity Risk Management Advisory
o Liquidity & Balance Sheet Management
 Transaction Banking
o Cash Management Services
o Capital Market Services
o Trade Services
o Trade Finance
o Address

AXIS BANK

AXIS Bank Limited is an India-based bank. The Bank operates in four segments: treasury, retail banking,
corporate/wholesale banking and other banking business. The treasury operations include investments
in sovereign and corporate debt, equity and mutual funds, trading operations, derivative trading and
foreign exchange operations on the account, and for customers and central funding.

Retail banking includes lending to individuals/small businesses subject to the orientation, product and
granularity criterion. It also includes liability products, card services, Internet banking, automated teller
machines (ATM) services, depository, financial advisory services, and non resident Indian (NRI) services.
The corporate/wholesale banking segment includes corporate relationships not included under retail
banking, corporate advisory services, placements and syndication, management of publics issue, project
appraisals, capital market related services, and cash management services.

Chairman & CEO's Message

Axis Bank Limited provides corporate and retail banking products and services in India. The company’s
deposit products include demand, savings bank, current account, and term deposits. It engages in
investing in sovereign and corporate debt, equity, and mutual funds; trading operations; derivative
trading and foreign exchange operations on the proprietary account; and for customers and central
funding operations, as well as constitutes lending to individuals/small businesses.

The company offers corporate advisory, placements and syndication, public issue management, project
appraisal, capital market related, card, Internet banking, ATM, depository, financial advisory, NRI, and
cash management services, as well as liability products. It also provides various products and services to
large and mid-size corporates, which include credit, trade finance for domestic and international
transactions, structured finance, and project finance services.

In addition, the company offers corporate restructuring advisory services, mergers and acquisitions
advisory services, acquisition funding arranging services, infrastructure and project advisory services,
techno-economic feasibility reports, and business plan preparation and bid process management, as
well as acts as debenture trustees and trustees for securitization issues. It serves corporates,
institutions, central and state government ministries, and undertakings as well as small and retail
business customers.

At Axis Bank, it has been our constant endeavour to bring a sharper focus to the requirements of our
customers and we strive to leverage cutting-edge technology to provide the highest levels of service to
you. We are one of the few banks in India which has built up a fully integrated centralised banking
architecture to offer you banking services anywhere, anytime. Our Internet banking initiative also
provides convenience and real time transaction services.

We recognize the importance of the Internet as an increasingly indispensable medium of

communication and commerce. We endeavour, therefore, to bring to you through this website a whole
range of banking services. At present our Internet Banking module, iConnect, allows you to view all your
accounts with us, including savings, current and depository accounts, for transactions and balance
details, and to transfer funds between accounts within the Bank.

We provide facilities for bill payments, NRI services, a shopping mall, financial advice and retail loans.
Through our Bill Pay service on the net, you can pay your bills online. At the Shopping Mall you can shop
online. The NRI Services channel offers remittance facilities and a lot more to Non-Resident Indians. Our
latest offering is AxisRemit, an online remittance service from Axis Bank.

Notwithstanding the immense benefits that Internet Banking brings, the Bank also has other
distribution channels. At the end of December 2008, the Bank increased its reach to 454 cities,
towns and villages across the country through 749 Branches & Extension Counters and 3171
ATMs. The Bank offers a complete range of retail and corporate services, including retail loans,
corporate and business credit, forex and trade finance services, investment banking, depository
services and investment advisory services. Our deposit base currently stands at over Rs. 1,05,715
crores with over 103 lakh accounts.

The Bank's International Debit Card, which comes with the Savings Bank Account, personalised
and carrying a unique insurance cover for every account holder, has received an excellent
response from customers, with over 109 lakh debit cards having been issued as at end December
2008. We were the first bank to offer the AT PAR Cheque facility, free of cost, to all our Savings
Bank customers in all the places across the country where the Bank is currently present. By
virtue of this facility, customers can now use the AT PAR cheque to make cheque payments
(upto a ceiling of Rs. 50,000/- per instrument) to any beneficiary at any of these places. We also
offer the international Travel Currency Card in nine currencies. The Travel Currency Card is a
signature based pre-paid travel card that enables travellers global access to their money, in the
local currency of the country they are visiting, in a safe and convenient way.

Axis Bank's remittance service

Mumbai, Sept. 10

Axis Bank has launched a remittance service called Instant Money Transfer, in partnership with
Empays Payment Systems. IMT will be available to Axis Bank customers in Mumbai,
Bangalore, Ahmedabad and Hyderabad to conduct transactions. The pan-India roll-out is
expected to take place in the next four to six weeks, said a press release. IMT enables customers
of the bank to make instant cash payments to a receiver anywhere in India at low cost. The
receiver need not be an account holder of Axis Bank, or for that matter any bank. Once the
receiver gets the notification of the remittance, he or she can go to the nearest Axis Bank ATM
and withdraw the money. Remitters can conduct the remittance using mobile, net banking and
ATMs. IMT has been developed by Empays Payment Systems in partnership with Hal Cash, a
payment system built and operated in Spain by a consortium of eight Spanish banks

Axis Bank Forex, Treasury Services

Axis Bank Forex facility is one of the most trusted ones in the industry. The Axis Bank
treasury employs highly sophisticated technology thereby reducing the processing costs and
offering the cheapest foreign exchange rates to the clients. The Axis Bank Forex Products
include:

Spot Contract:
 The foreign exchange takes place on a pre-committed fixed rate for delivery for buy and sell of
one currency against other. Here the risks involved due to fluctuating Forex rates are ruled out.
This is for upto two business days.

Forward Contract:
This Forex product of Axis Bank is another form of spot contract with liquidity of up to 1 year.
Currency Swaps:
Available as cross-currency swaps, coupon only swaps and principal only swaps, this Forex
product by Axis Bank allows currency exchanges at fixed rates for future for both principal and
interest.

Interest Rate Swaps:

The exchange takes place in a fixed interest rates and a floating interest rate liability on behalf
of a client. Only the cash flow differences are settled and the principal amount is left untouched.

Currency Option:
Axis Bank offers option of purchase or sell of a specified currency at a pre-specified rate. It is
an instrument that is usually dealt by corporates having underlying knowledge and exposure of
the currency rates.