Service Standards

Branch Banking

Product/Service Type	Standard
Account Opening	Accounts will be opened within One Business day This is subject to all requirements being fulfilled and received before 2:00 pm
Cheque Book Issuance	Cheque book is issued within 5 working Days
Payment Order Issuance	Pay Orders will be issued within 30 minutes
Counter Transaction	All Cash / UBPS transactions at the Teller Counter will be conducted within 10 minutes
Debit Card	Debit card will be generated within 6 business days

Product/Service Type	Standard
Credit Card Issuance	Credit cards will be issued within 15 Business Days
Auto Loan	All Auto Loan applications will be processed within 9 Business Days
Home Loan	All Home Loan applications will be processed within 19 Business Days
Gold Loan	All Gold Loan applications will be processed within 2 Business Days
Personal Loan	All Personal Loan applications will be processed within 14 Business Days

Product/Service Type	Standard
Complaint Acknowledgement	Complaints will be acknowledged within 48 business hours (subject to the nature of the complaint)
Complaint Resolution	Complaints will be resolved within 15 working days
Mobile Banking	Complaints will be resolved within 2 hours
JS Bot	Complaints will be resolved immediately

It is our aim to ensure that our service standards are adhered to at all times. However if there is any discrepancy/ festival season/ more than normal rush at branches then case may exceed the standard turnaround time
We value your opinion and encourage you to provide feedback so we can improve our service. Your feedback can be sent to us at [email protected]
TATs are subject to the fulfillment/submission of all necessary documentation/prerequisites before 02:00 pm
Complaint TAT may range from 3 to 7 but should remain within 15 Business Days (subject to the nature of the investigation)