1 CITIZEN S CHARTER Preface At YES BANK, we have always believed that India suffers frm being an ver-branched and an under-serviced banking envirnment. It is this belief that has mtivated us t live the dream f ffering Indian cnsumers a Bank that will epitmize the best in Service Quality and sets a benchmark f Service Excellence in ur cuntry and the wrld. At YES BANK, we strngly believe in Respnsible Banking t achieve the sci-ecnmic bjectives and in the prcess bringing mre and mre custmers int its fld. Satisfactin f the custmers is the fremst factr in delivering a Superir Banking Experience. YES BANK Citizens' Charter cncept was cnsidered as a base instrument t fill the abve needs and accrdingly this dcument was prepared. This dcument was made in cnsultatin with the users and highlights YES BANK's cmmitments twards the custmer satisfactin, thus ensuring accuntability and respnsibility amngst its fficials and staff. This charter fr custmers nt nly explains ur cmmitment and respnsibilities alng with the redressal methds but als specifies the bligatin n the part f custmers fr healthy practices in custmer-banker relatinships. The charter has been prepared t prmte fair banking practices and t give infrmatin in respect f varius activities relating t custmer service. We cntinuusly strive t imprve ur service standards and maintain cnstant cnsultatins with ur clientele thrugh varius Seminars, Custmer Meets, etc., t evaluate, imprve and widen the range f services t custmer. Hwever, all ur custmers are encuraged t keep us infrmed f their experiences abut the varius services rendered by the Bank. We intend t bring the Charter ut in many mre Reginal Languages in subsequent years. Place: Date: Chairman & Managing Directr NOTE Infrmatin given in this bklet is as f January 2015, which is subject t change/revisin. This bklet shuld nt be cnsidered as a legal dcument creating rights and bligatins. It is fr prmting better understanding between Custmer and Banker. Only key infrmatin n the usage and benefits f varius services/facilities ffered by the bank is given in this bklet. Fr any further details/infrmatin, yu may visit ur website r visit / call/ write t ur branch ffices.
2 Quality Plicy YES BANK will strive t ensure Superir Service Experience thrugh Operatinal Excellence, Innvatin, Cutting-edge Technlgy and Best-in-class Systems & Prcesses in its missin t becme the Best Quality Bank f the Wrld in India Objectives Ensure high satisfactin level and reduced percentage f cmplaints frm custmers Ensure adherence t laid dwn standards, cmpliance & minimum errrs in prcessing T recruit cmpetent peple and cntinually train them t achieve ptimum prductivity T ensure high adaptability t change based n feedback frm custmers and emplyees Salient features f YES BANK Branches A separate Yes fr Yu cunter at all the Branches fr enquires / service requests and cnstantly strive t render superir service & expertise Offer Nminatin Facility t all depsit accunts (i.e. accunt pened in individual capacity and Sle Prprietrship cncern Prvide details f varius depsit schemes / services frm time t time Offer Basic Banking Services t all custmers at nminal prices with additinal benefits t Senir Citizens, Pensiners, Wmen, and Individuals at Semi-Urban and Rural Branches. Salient Basic Banking Services include Pay-able At Par (Multicity Cheque Bk), Any Branch Banking, SMS Alerts, Alerts, Electrnic Clearing Services / Standing Instructins, Utility Bill Payments, Internet Banking, Mbile Banking, etc. Prvide varius ptins f remittance services - Demand Drafts, Pay Orders, RTGS, NEFT etc. Display Branch business hurs utside the branches Display clearing cut-ff timings n cheque drp bxes Display interest rates fr varius depsit schemes frm time t time Display schedule f charges giving details f varius Basic Banking Services and ther Cllectin, Payments and Miscellaneus Services ffered by the Bank Prvide cmplaint/suggestin bx and encurage feedback t cnstantly imprve ur services Display address f Reginal/ Head Offices dealing with custmer grievances/cmplaints Custmer Service at Branches T ensure Superir and Cnsistent Service Delivery and custmer cnvenience at branches we ensure fllwing aspects:- Adequate space at branches with infrastructure like prper furniture, drinking water etc. with specific Emphasis n senir citizens, disabled persns, etc. Prviding a May I Help Yu (YES fr YOU) desk at select branches Displaying relevant ntices in branches in English, Hindi as well as in the cncerned reginal language Displaying the rle f cunter in trilingual at all branches fr custmer t cmmunicate with us Adequate Training t fficials t ensure emplyees' respnse t custmers and fr helping ut custmers in putting in their transactins Prviding custmers with bklets cnsisting f all details f service and facilities available at the bank in Hindi, English and the cncerned reginal languages Adequate security in branches s as t instill cnfidence amngst the emplyees and the public Allcating an identificatin badge displaying pht and name theren t all the emplyees Peridic change f desk and entrustment f elementary supervisry jbs Visit by senir fficials frm Reginal / Head Office t branches at peridical intervals fr n the spt study f the quality f service rendered by the branches Rewarding the best branches frm custmer service pint f view by annual awards/running shield Peridic Custmer service meetings, audit & custmer satisfactin surveys
3 Salient features f Yes Tuch Direct Banking channels Offer a wide chice f alternate and flexible ways t bank with us Retail NetBanking Tw Levels f Security / Authenticatin - limits any pssible mis-use and prvides enhanced level f prtectin Individual custmers fr all transactins n Internet Banking, a ne-time passwrd is sent t the custmer s registered mbile phne Nn-Individual custmers fr each lgin sessin, a ne-time passwrd can be generated Single PIN Access fr Individual custmers - enables Debit / ATM Card PIN t be used fr First time registratin fr Internet Banking Regeneratin f passwrd in case yu frget it Salient services ffered thrugh Internet Banking include - Online bking f Fixed Depsits and Recurring Depsits Registratin fr Utility Bill Payments Hassle free paperless investing thrugh MF Online services, a cmplementary facility t transact in schemes f select leading Fund Huses Online Shpping / Travel Bking Fund Transfers t YES BANK Accunts / Trading Accunts Fund Transfers t Nn-YES BANK Accunts thrugh NEFT / RTGS / IMPS Issuance f Demand Drafts Issuance f Accunt Statements Persnal and Accunt Infrmatin Subscriptin / mdificatin f SMS / Alerts MySpace fr value added services like; Registratin fr statement, Persnalized Depsit slip, Knw yur AQB, Remind me service Mney Mnitr Accunt aggregatin acrss varius Bank accunts, brkerage accunts, bill reminders, frequent flyer accunts etc. MbileBanking Custmers registered fr YES BANK Retail NetBanking can start using MbileBanking by dwnlad MbileBanking applicatin by sending a SMS YESMOB t frm the mbile number registered with YES BANK Salient services ffered thrugh Mbile Banking include - Balance Enquiry Mini Statement Stp Payment request fr issued cheques Cheque Status enquiry Cheque Bk Issuance request Fund Transfers t YES BANK Accunts Fund Transfers t Nn-YES BANK Accunts thrugh NEFT / IMPS Accunt Statements Term Depsit details enquiry Merchant Services like Prepaid Mbile Recharge, DTH and Bill Payment SMSBanking A Single Number ( ) fr all SMSBanking requirements, enables custmer t receive imprtant accunt infrmatin 24 x 7. Mbile Registratin YESREG YESREG <Custmer ID> Accunt Balance Inquiry YESBAL YESBAL <Custmer ID> Last 5 days transactins in the accunt YESTXN YESTXN <Custmer ID> Cheque Status Inquiry YESCST YESCST <Custmer ID> <cheque number>
4 Stp Cheque Request YESSTP YESSTP <Custmer ID> <cheque number> Chequebk Request YESCHQ YESCHQ <Custmer ID> Details f fixed depsits linked t the accunt YESFDQ YESFDQ <Custmer ID> Request fr an accunt statement YESSTM YESSTM <Custmer ID> List f all abve supprted Requests YESHLP YESHLP <Custmer ID> ATMs and Debit / ATM Cards Partner Bank ATMs acrss the wrld include the netwrks f NFS, Visa and MasterCard Salient services ffered at all YES BANK ATMs include - Cheque Depsits Balance Enquiry Mini Statements Cheque Bk Issuance request Accunt Statements Pin Change Opening f Fixed Depsit Lead generatin (Fr Nn-YBL Custmers) Tata Sky DTH Recharge Mbile Recharge Salient services ffered at all Partner Bank ATMs wrldwide Cash Withdrawals Balance Enquiry Pin Change Debit Card can be used t make payments thrugh Shpping Terminals (POS Terminals) Cmmn areas f Custmer-Banker relatinship Savings Bank Accunt Savings Bank Accunts are designed t help individual custmers inculcate the habit f saving mney and t meet their future requirement f mney The amunts can be depsited/withdrawn frm these accunts by way f Remittances / Cheques / Debit / ATM Card / Internet Banking The accunts can be pened by Trusts/Scieties (as apprved by the Reserve Bank f India (RBI) With effect frm 1st April 2015, interest at 6% p.a. fr daily clsing balance belw Rs. 3 lac and 7% p.a. n daily clsing balance f Rs. 3 lac and abve is paid n quarterly basis, prvided it wrks ut t minimum Re. 1/- ASBA applicatin in public issue f equity and debt can be placed frm the accunt. Cheques, dividend warrants drawn in the name f accunt hlder (s) shall nly be cllected thrugh this accunt. Financial Instruments endrsed in favur f the accunt hlder (s) shall nt be cllected N custmer initiated transactins ruted thrugh the accunt fr a cntinued perid f 2 years shall be treated as a Drmant Accunt The accunt hlder is required t maintain certain minimum Average Quarterly Balance in the accunt, as specified in the Schedules f Charges f the Bank frm time t time. Nn-cmpliance f this wuld attract service charges. Average Quarterly Balance (AQB) is calculated as - Average f End f Day (EOD) balances in the accunt fr a perid f a Financial Quarter (Apr-Jun, Jul-Sep, Oct-Dec, Jan-Mar). Fr Example (EOD balance Day1+EOD balance Day2...) / Number f days in the Financial Quarter Current Accunts Current Accunts can be pened by individuals, prprietrship firms, partnership firms, private and public limited cmpanies, HUFs, scieties, trusts etc N interest is paid n credit balances kept in current accunt Fr pening special types f current accunts like fr Executrs, Administratrs, Trustees, Liquidatrs etc., the Branch Business Leader may be cntacted wh will help in pening these type f accunts
5 N custmer initiated transactins ruted thrugh the accunt fr a cntinued perid f 2 years shall be treated as a Drmant Accunt The accunt hlder is required t maintain certain minimum Average Quarterly Balance in the accunt, as specified in the Schedules f Charges f the Bank frm time t time. Nn-cmpliance f this wuld attract service charges. Average Quarterly Balance (AQB) is calculated as - Average f End f Day (EOD) balances in the accunt fr a perid f a Financial Quarter (Apr-Jun, Jul-Sep, Oct-Dec, Jan-Mar). Fr Example (EOD balance Day1+EOD balance Day2...) / Number f days in the Financial Quarter Glbal Indian Banking Nn-Resident Savings Bank Accunts are designed t help the NRIs, PIOs and students studying utside India t inculcate habit f saving mney and t meet their future requirement f mney Nn-Resident External (NRE) and Nn-Resident Ordinary (NRO) Accunts maintained in Indian Rupees can be pened fr specific requirements. The amunts can be depsited/withdrawn frm these accunts by way f Freign Inward Remittances / Cheques / Debit /ATM Card / Internet Banking Nn-Resident External (NRE) depsit accunts can be pened with funds remitted t India thrugh a bank abrad. This is a repatriable accunt and transfer frm anther NRE accunt r FCNR (B) accunt is als permitted. Lcal payments can be freely made frm NRE Accunts Nn-Resident Ordinary (NRO) depsit accunts can be pened fr cllecting funds frm lcal bnafide transactins. While principal f NRO depsit accunts is nn-repatriable, current incme and interest earning upt USD 1 millin per calendar year is repatriable ut f NRO balances / sale prceeds f assets held in India as per RBI guidelines Interest rates fr NRE / NRO depsits shall be displayed at the Branches and Bank s Website With effect frm 1st April 2015, interest at 6% p.a. fr daily clsing balance belw Rs. 3 lac and 7% p.a. n daily clsing balance f Rs. 3 lac and abve is paid n quarterly basis, prvided it wrks ut t minimum Re. 1/- N custmer initiated transactins ruted thrugh the accunt fr a cntinued perid f 2 years shall be treated as a Drmant Accunt The accunt hlder is required t maintain certain minimum Average Quarterly Balance in the accunt, as specified in the Schedules f Charges f the Bank frm time t time. Nn-cmpliance f this wuld attract service charges. Average Quarterly Balance (AQB) is calculated as - Average f End f Day (EOD) balances in the accunt fr a perid f a Financial Quarter (Apr-Jun, Jul-Sep, Oct-Dec, Jan-Mar). Fr Example (EOD balance Day1+EOD balance Day2...) / Number f days in the Financial Quarter Term Depsit Accunts Branch staff shall welcme yu t seek mre details and shall als be glad t assist in the area f investment in varius depsit schemes vis-à-vis yur requirement Term Depsit accunts can be pened by individuals, partnership firms, partnership firms, private and public limited cmpanies, HUFs/specified assciates, etc. Sme Term depsits schemes may ffer higher rate f interest t Senir Citizens Premature withdrawals are allwed, unless specified therwise, at the rate f interest applicable fr the perid fr which the depsit was with the Bank, hwever, n interest will be paid n premature withdrawals f depsit which has remained with the Bank fr less than 7 days Term Depsits are renewed by the Bank n due dates n request and the Interest is paid at prevailing rates fr an identical tenure as decided by the Bank frm time t time. In the absence f specific instructins, depsits f amunts less than INR 1 Crre will be renewed autmatically fr the same tenure r as per applicable terms at the prevailing interest rates at the time f maturity. Interest rates quted are per annum and the number f days in a year are taken n actual (i.e. 366 days in a Leap Year) Interest n depsits is payable either quarterly r cmpunded quarterly (i.e., reinvestment f interest) r mnthly at discunted value r n the date f maturity at the ptin f the depsitr Interest rates are revised frm time t time and displayed in the Branches and n the Banks website t be made knwn t public Revised interest rates are applicable nly t the renewals and fresh depsits while existing depsit cntinue t get interest at the cntracted rate Interest n depsits, per depsitr, per financial year is subject t Tax Deductin at Surce (TDS) at the rates stipulated by the Incme Tax Authrities
6 The individual depsitr may furnish declaratin in Frm N. 15 H/G preferably at the cmmencement f the Financial Year fr receiving interest n depsits withut deductin f tax The Bank shall issue TDS Certificate fr the tax deducted Sweep-In is the facility f linking Savings / Current Accunt with Term Depsit Accunt. In case f insufficient balance, the linked Term Depsit shall be brken prematurely basis Last In First Out (set-up f Sweep-In) and the required amunt is transferred t the Savings / Current accunt. Lan against Term Depsits is allwed t a certain limit and can be sanctined by charging interest at specified rates Term Depsits held in Jint Names Premature repayment f the Term Depsit is allwed nly after the request is signed by all jint depsitrs. Ntwithstanding the afresaid, Custmer(s) agree that in case f term/fixed depsit with Either r Survivr r Frmer r Survivr mandate, Bank is permitted t allw premature withdrawal f the term/fixed depsit by the surviving jint depsitr n the death f the ther, in case there is a jint mandate frm the jint depsitrs t this effect If lan is sught against the Term Depsit; the lan applicatin needs t be signed by all jint depsitrs Knw Yur Custmers guidelines The Bank has a Knw Yur Custmer (KYC) plicy which is in line with the Reserve Bank f India regulatins. The KYC philsphy f the Bank is t prevent the Bank frm being used, intentinally r unintentinally, by criminal elements fr mney laundering r terrrist financing activities. The bjective f this plicy is als t enable the Bank t knw / understand its custmers and their financial dealings better which in turn will help the Bank t manage its risks prudently. The Bank adpts apprpriate KYC prcedures and internal cntrls measures t determine and dcument the true identity f the custmers wh establish relatinships, pen accunts r cnduct significant business transactins with the Bank. At the time f accunt pening, the Bank btains dcuments t establish the legal identity, verify the address and the signature f the prpsed custmer. The Indicative dcuments btained frm the custmer t establish legal identity and entity f the custmer Passprt /PAN card/vter s identity card/driving license etc t verify the address prf telephne bill/bank accunt statement/ratin card/ electricity bill/passprt etc as signature prf Valid passprt/pan card/valid driving license etc. In case f an individual, the phtgraph is als btained alng with the abve mentined dcuments The Bank als mnitrs the transactins f the custmers n an n-ging basis t effectively cntrl and reduce the risk by identifying transactins that fall utside the regular pattern f activity. Financial Inclusin T enable greater financial inclusin, the Bank ffers Basic Savings Accunts with n minimum balance maintenance requirement with Cheque Bk, Debit/ATM Card, Internet Banking, Mbile Banking and /SMS Alerts. The guiding principle is t ensure that n custmer is denied access t ur services just because s/he is nt able t prvide dcumentary evidences f her/his identity and/r address. Accunts can als be pened with relaxatins in accunt pening dcumentatin and shall have maximum limit n ttal credits / balances maintained in the accunt. The Bank has nt nly relaxed the KYC dcumentatin and the requirement f minimum average quarterly balance fr savings bank accunts specified in the schedule f charges but als undertakes t phtgraph the client and phtcpy/scan the KYC dcuments at its cst in rder t eliminate the financial burden n lw incme custmers. Nminatin Facility Nminatin Facility is available fr accunts pened in individual capacity (i.e. single/jint accunts as well as accunts f a sle prprietrship cncern) nly, i.e. nt fr accunts pened in representative capacity Nminatin can be dne in favur f ne persn nly Nminatin can be made, cancelled r varied by the accunt hlder anytime during his/her life time. While making nminatin, cancellatin r variatin, witness is required and the request shuld be signed by all accunt hlders
7 If nminee is a minr, the depsitr (s) may als appint any persn t receive the amunt f depsit in the event f his death during the minrity f the nminee Cmpliance t cmment Fr the existing accunts where nminatin is nt made, the accunt hlder (s) can d s by filling up frm available with the branches The abve prvisins have been made t facilitate expeditius settlement f claims in the accunts f deceased depsitrs and t minimize the hardship caused t the family members n the death f the depsitrs. Custmers (new as well as existing) are advised t avail Nminatin Facility, if they have nt availed s far Standing Instructins & Electrnic Clearing Services Standing Instructins can be given t the Bank fr the transfer f a certain amunt f funds frm ne accunt t ther accunt/s maintained within the Bank n a pre-specified date/ frequency Electrnic Clearing Services (ECS) instructins t debit the accunt at pre-decided frequency fr transfer/ remittance f funds frm ne accunt t ther accunt(s) (s) maintained with ther bank. This can be used bth fr making payments like distributin f dividend, interest, salary, pensin, etc. by institutins r fr cllectin f amunts fr purpses such as payments t utility cmpanies like telephne, electricity, r charges such as huse tax, water tax, etc r fr lan installments f financial institutins/banks r regular investments f persns. Remittance Services Custmers may remit funds frm ne centre t anther centre by Payable At Par (Multicity Cheques) which can be depsited in Lcal Clearing at all the YES BANK Branch lcatins fr faster cllectins Demand Drafts payable at mre than 950 lcatins Natinal Electrnic Fund Transfer (NEFT) Payments t accunts with ver 90,000 bank branches at ver 15,000 lcatins Real Time Grss Settlement (RTGS) Payments t accunts with ver 90,000 bank branches at ver 15,000 lcatins Wire Transfers fr remitting funds t / frm utside India, presently available in 15 different currencies Demand Drafts t nn-custmers against cash less than Rs.50,000 can be issued by the Bank; prvided the payment is fr Visa Applicatins, Educatinal Institutins, Gvernment and Statutry / Regulatry Agencies Issue f Duplicate Demand Drafts / Payment Orders The Bank shall issue duplicate demand draft up t Rs. 5,000/- n the basis f adequate indemnity and withut btaining Nn-Payment Advice frm the drawee branch The Bank shall issue duplicate demand draft t the custmer within a frtnight frm the receipt f request. Fr delay in issuing duplicate draft beynd the abve stipulated perid, the Bank shall pay interest as per the cmpensatin plicy in rder t cmpensate the custmer fr such delays. Cheque Cllectin Services YES BANK has an apprved cheque cllectin plicy which is displayed n the Display bard and als available n the website. Please refer t the latest Cheque cllectin plicy fr further details. The excerpts f the cheque cllectin plicy are The fllwing shall be timelines fr cllectin f cheques depsited in the accunt Cheque Type Availability f Funds Transactin Mde A Lcal Cheque MICR Clearing/ Nn MICR Clearing Same day Credit fr Transfer cheque (TRF prduct )/ Next Day Credit fr lcal cheque (LCC Prduct) Clear funds will be available fr withdrawal by the custmer depending n the clearing huse timelines fr return f cheques in that city Remarks Clearing Huse Bth the presenting bank as well as the drawee bank shuld be lcated within the lcal clearing area as per the lcal clearing huse rules.
8 B Outstatin Cheque depsited at Metr lcatin and payable at anther metr lcatin (Mumbai, Chennai, Klkata & New Delhi) C Outstatin Cheque - payable at YES BANK branch lcatins ther than Metr Lcatin Outstatin Cheque - payable at State Capitals r Metr centers (ther than thse f Nrth Eastern States and Sikkim) D Outstatin Cheque - payable at Lcatins where YES BANK des nt have a Branch 7 wrking days Cllectin basis 10 Wrking Days Cllectin basis 10 Wrking Days Cllectin basis 14 Wrking Days Cllectin basis Cnditins: The Credit Timelines wuld vary in case f Cash Management arrangements and the same wuld be applicable as per the agreed arrangement All lcal cheques depsited at branch cunters and in cllectin bxes within the branch premises befre the specified cut-ff time will be prcessed fr clearing n the same day Cheques depsited after the cut-ff time and in cllectin bxes utside the branch premises including ff-site ATMs will be presented in the next clearing cycle The specified cut-ff time at each branch is nrmally tw hurs befre the respective clearing huse timing and will be displayed at each f the branches. Outstatin Cheques (lcatins where YES BANK Limited des nt have clearing facility) are sent n cllectin basis Custmers shall be able t utilize the prceeds, subject t adequate withdrawable balance, as sn as clear funds have been received in line with return clearing time lines at varius lcatins. The abve guidelines are as per YES BANK s extant Cheque Cllectin Plicy. The plicy might be subject t revisin frm time t time and hence yu are advised t refer t the latest Cheque Cllectin Plicy which is available n the website. Immediate credit facility Please refer t ur cheque cllectin plicy fr further details n ur plicy fr immediate cheque cllectin. Our cheque cllectin plicy is displayed n the display bard and is als available n the website. Exchange f siled / slightly mutilated currency ntes All the branches f the Bank shall exchange siled/slightly mutilated currency ntes which are genuine and where mutilatins are such as nt t cause suspicin r fraud and certain ther types f mutilated currency ntes f all denminatins as per RBI guidelines in this respect Gd custmer practices fr a Safe Banking Experience Ensure safe custdy f Cheque Bk / Pass Bk
9 Preferably use reverse carbn while writing a cheque Issue crssed/accunt payee cheques as far as pssible Check the details f the cheque, namely, date, amunt in wrds and figures, crssing etc., befre issuing it. As far as pssible, issue cheques after runding ff the amunt t nearest rupee. Maintain the average minimum balance as required fr the accunt type D nt issue cheques withut sufficient balance in the accunt, as the same is a cgnizable ffence under Negtiable Instruments Act Ensure sufficient balance in the accunt n the due date t hnur any Standing Instructins / Electrnic Clearing Service debit mandate n the accunt Send cheques r any ther financial instruments by registered pst r by curier Use Nminatin Facility t simplify the settlement f dues t nminees in the event f death f depsitr(s) withut asking fr successin certificate r verifying claims f legal heirs. This simplifies settlement. Nte dwn accunt numbers, details f fixed depsits etc. separately Infrm any change f address, telephne number, etc., as sn t the Branch with a valid prf fr the same Infrm lss f Debit/ATM Card, Demand Draft, Cheque Leave (s)/bk, etc., immediately t the Branch/Cntact centre Avail Standing Instructins, Utility Bill Pay and Electrnic Clearing Services facility t affect repeat transactins /payments Prvide feedback n ur services and bring any deficiency in services t the ntice f the Branch/ cntact center D nt sign blank cheque (s) and d nt recrd yur specimen signature either n Cheque Bk / Pass Bk Depsit the cheques within the stipulated timeframe at the cheque drp bxes at the Branches / ATMs. The cut-ff timings shall be displayed n all such drp bxes D nt reveal yur Debit / ATM Card / Internet Banking PIN t anybdy; nt even t any YES BANK staff r any security guard n duty at any ATM Please sign yur card immediately n the signature panel with a nn erasable ball pint pen t avid any misuse If returning r handing ver the Debit / ATM Card t the Bank, make sure yu give it t a Bank fficial and cut it befre ding s The minimum length f yur Netbanking passwrd must be eight characters. Yur passwrd shuld be cmplex and difficult fr thers t guess. Use a cmbinatin f lwercase, uppercase alphabets and numbers in yur passwrd. Beware f phishing websites with enticing cntent r s sliciting persnal infrmatin. Sme gd practices t prevent misuse are as fllw Never click a link in an - type the URL int the brwser yurself Cnfirm suspicius s with the sender D nt pen attachments in s D nt use the same passwrd fr all yur accunts D nt stre yur accunt infrmatin and passwrds in files n yur cmputer Wealth Management Services YES BANK ffers wide range f Investment prducts and services based n research t prvide effective slutins t achieve yur financial gals. Cmplementary MF Online services: Hassle free paperless investing Transact in Mutual Fund schemes f select leading Fund Huses Greater cnvenience, as yu can ACCESS, TRACK & TRANSACT all at the click f buttn! Thrugh referral services YES BANK ffers pprtunities t invest in Alternate Investment Fund. Life Insurance slutins with the ptins f ULIP and Traditinal Plans in assciatin with Max New Yrk Life Insurance C. Ltd. are available t cater t insurance needs at varius stages f life General Insurance slutins including Health, Mtr, Husehld, etc are ffered in assciatin with Bajaj Allianz General Insurance Cmpany Ltd. Depsitry Services YES BANK is a Depsitry Participant with Natinal Securities Depsitry Limited (NSDL).
10 Nn-Resident Indians need t pen separate accunts fr Repatriable and Nn-Repatriable hldings under Prtfli Investment Scheme (PIS) PAN card is mandatry fr pening Demat Accunts There is n minimum hldings requirement t be maintained in Demat Accunts Nminatin Facility is available fr accunts pened in individual capacity (i.e. single/jint accunts as well as accunts f a sle prprietrship cncern) nly, i.e. nt fr accunts pened in representative capacity As per regulatry guidelines fr all individual accunts it is mandatry t prvide nminatin details r explicitly declare that yu d nt wish t avail nminatin facility N custmer initiated transactins ruted thrugh the accunt fr a cntinued perid f 2 years shall be treated as a Drmant Accunt Small Business Lan Schemes Unsecured Business lans are ffered t Business Entities fr their Wrking Capital, Asset Acquisitin, and Business needs Lans shall be available t Prprietrship, Partnerships, Private and Clsely held limited cmpanies with simple dcumentatin and clear eligibility criteria Main features f such lans upt Rs. 30 Lakhs - N cllateral r security required; Lan disbursement within 4-7 days; Tenr mnths; at yur dr service CMS and Payment Slutins Offer cutting-edge slutins fr cllectin and payment custmized t the business needs ensuring Enhanced Liquidity; Reduced Cmmercial/settlement risk; Administrative Ease and Superir Cash Prjectins thrugh custmized MIS Offer Receivables Management services fr Lcal Cllectins at ver 900 business centers and Upcuntry Cllectins f utstatin cheques at ver 2500 key business centers thrugh ur wn branch netwrk and crrespndent bank tieups Salient features f Receivables Management services are - Pickup Services at Drstep; Guaranteed Credits as per specific Service Level Agreement; Exhaustive curier/ crdinatr tie-ups; large crrespndent bank netwrk, Direct accunt credit facility/ Funds pling; Custmized Management Infrmatin System; etc. Offer cmprehensive gamut f Payables Management services - Electrnic Payments including bulk uplads with added encryptin Online RTGS, NEFT enabled crprate payment platfrms with extensive cverage RTGS 90,000+ bank branches at 15,000 lcatins NEFT 90,000+ bank branches at 15,000 lcatins Remte and Bulk DD printing Salient features f Payables Management services are - Custmized ERP Integratin; Multi Level Authrizatin Matrix; Autmated Advice; Data Encryptin; C-Branded Cheque Printing; etc. Client Site Cheque Printing. Capital Market Services Offer transactinal capabilities t the crprates driving their capital raising activities frm the equity/debt market and fr management f Interest Warrant/Dividend Warrant distributin Salient features f Interest/ Dividend Payut Services are - Warrants hnured At Par at all the lcatins pre-agreed in the Service Level Agreement; Statement n Paid/Unpaid status f warrants; Stp payment facility; Integrated cre platfrm prcessing capability prviding peridic recnciliatins etc. YES BANK being a licensed Banker t Issue registered with SEBI, prvides Escrw Cllecting Bank Services and Refund Bank Services related t initial public ffering (IPO), Fllw-n Public ffering (FPO) and Rights Issue. YES BANK als ffers ASBA services at all its peratinal branches fr subscriptin t equity/debt. Salient features f Escrw Cllecting Bank Services and Refund Bank Services are - Cverage acrss 143 strategic business centers acrss India fr IPO prcessing, Peridic recnciliatins, Online matching fr all refunds; Ability t manage bulk refunds n the web thrugh NEFT, RTGS; etc.
11 YES BANK als prvides transactin advisry services and escrw management services fr diverse requirements such as delisting, pen ffer, buybacks, share purchase, prject financing and lending trust and retentin accunts. The bank is als empanelled with majr stck exchanges fr prviding settlement banking/ clearing bank services fr trading members f the respective exchanges. YES BANK als caters t Issuing and Paying Agent requirements fr Cmmercial Papers and ffers CSGL accunt services fr settlement f gvernment securities.. Freign Exchange Services Offer Freign Trade and Trade Finance services at select Branches with cmprehensive Imprt & Exprt slutins cvering Advance remittance, Direct remittance, Imprt Cllectins Exprt Cllectin, Exprt Advance Payment, Exprt Credit Letters f Credit, Bank Guarantee & Standby Letters f Credit Inward Remittances, Outward Remittances Dmestic Trade Prduct Advising, transfer, cnfirmatin f Exprt letters f Credit Imprt Financing Other Frex Services prvided by YES BANK Issuance and purchase f travelers cheques, Issuance f freign currency demand drafts Purchase and sale f freign currency Freign currency cheque cllectin Purchase f travelers cheques and freign currency FCY cash depsit, FCY accunt transfer (EEFC/RFC a/c) SWIFT Cdes fr varius currencies can be btained frm the Branch which may be nted fr recrd and use while making remittance transactins We have a netwrk f crrespndent banks acrss the Glbe in almst all the majr freign currencies Redressal f Cmplaints At YES BANK, we wuld like t assure yu f the best f ur services at all times. If yu wuld like t share yur valuable suggestin, pinin, experience, feedback r scpe fr imprvement n any f ur services r issues relating t services prvided by the utsurced agency, we welcme yur feedback thrugh: 1. Electrnic Channels Available Yu may register yur cmplaint thrugh the Online Cmplaint Frm Call us at YES TOUCH Phne Banking Service 7 days a week 24 hurs a day r write t us at Fr specific cmplaints pertaining t Depsitry Services, please write in t: 2. Persnal Visits t Bank fficials Visit ur branch and lg yur cmplaint in the cmplaint register maintained at all ur branches (during wrking hurs f the branch). Write in r meet the Branch Business Leader (Branch Manager) f the nearest Branch in yur city explaining the details cncerned and he will respnd t yu- Branch Cntact Details. In each f ur branches we bserve 7th f every mnth (between 3 pm t 5pm) as the Custmer Day (previus day if 7th is a hliday r half day). Custmers are free t use such a day t give their pinins n Prducts & services f the Bank, express their cncerns, appreciate a specific service r prduct trait, etc. In each f ur branches we have displayed the name and cntact details f fficers whm yu can cntact fr raising yur cmplaints Time Frame - We nrmally take up t 7 wrking days t respnd t yu.
12 Cmplaint reference Number - We prvide yu with a cmplaint number when yu submit yur cmplaint t us. Escalatin Mechanism - In the absence f any revert / unsatisfactry revert frm any f the abve tuch pints in 7 wrking days yu may escalate yur cmplaint using belw based n yur cnvenience: T escalate yur cmplaint in persn - Visit yur nearest YES BANK Branch and meet Branch Business Leader / Reginal Business leader T escalate yur cmplaint thrugh ther medium - Call, Head Custmer Service & Cntact Center, n r click here t send an Yu can expect a revert frm channel f yur chice within 10 wrking days f yur visit / call / . In the absence f revert frm Branch Business Leader / Reginal Business Leader / Head Custmer Service & Cntact Center within 10 wrking days, yu can further escalate the matter t President and Cuntry Head Branch Service Delivery at r click here t send him an and expect a revert in 10 wrking days We wuld like t infrm all ur custmers that ur Bank is cvered under the Banking Ombudsman Scheme, 2006 f the Reserve Bank f India. Under this scheme, any grievance against the Bank, if nt addressed within 30 days can be addressed t the Banking Ombudsman f the cncerned city.