VISIT REPORT

Name of the Visiting Official:

Date OF VISIT :
1 NAME OF THE BRANCH & CODE NUMBER &
ADDRESS

2 CATEGORY OF THE BRANCH METRO

URBAN
SEMI URBAN
RURAL
3 CIRCLE/ RBO AND CONTROLLER’S NAME

4 No of Staff
4(a) Staff Punctuality
Dress Code
ID / Name Badge
5 Whether drinking water facility provided in
the banking hall.
6 LOCATION OF THE BRANCH:
Access:
On the main Road with easy access and
sufficient parking[]
On the main Road with easy access and but
no parking []
Not on the main road but with sufficient
[]
Access through narrow or side lanes with no
parking []

Floor:
Ground floor []
First floor with neat and clean stairs []
Second and above with lift []
Second and above without lift []

Surrounding Area /Neighborhood:

Clean and tidy surroundings []
Reasonably clean and tidy []
Lot of garbage and Dirty []
Banking Hall:
Well lit & Walls are clean[]
Reasonably lit, walls are somewhat clean[]
Dingy hall, needs repair and distempering[]
 Banking Hall space:
Spacious with no crowding[]
Spacious but generally crowded []
Insufficient space and always crowded[]

Token Vending Machine:

In place and in working condition
[]
In place and not in working condition
[]
Not in place
[]

7 COMPLAINTS–BO/ CONSUMER FORUMS/

COMMISSIONS/TP/ DECEASED
CONSTITUENTS/ PENSION
8 SPECIFIC/ REPETITIVE COMPLAINTS – HOW
DEALT WITH
9 a) TRANSFER OF ACCOUNTS
b) ATM RELATED
c) WRONG DEBITS AND REFUND
ISSUES IN IMPS/POS/APP RELATED
PAYMENTS ETC.
d) FRAUDS

e) DECEASED ACCOUNTS
f) PENSION RELATED
g) CONSUMER FORUM
10
Facilities provided to SENIOR CITIZENS/
DIFFERENTLY ABLED PERSONS
( eg. dedicated counters, Boards displaying
Special preference given to them)

CHECKLIST FOR BCSBI:

S.No Items to be Checked Yes/No Remarks

1 Display of BCSBl's Membership certificate

2 Display of Comprehensive Notice Board

and accessibility to Customers in branch
premises
3
Display of CNB as per RBI's format(Forms
Appendix of the Code of Bank's
 Commitment to Customers -2018)

4
Availability of CNB in bilingual/trilingual
form

5 Display of following information on CNB

Availability of nomination facility in
a. deposit accounts

b. Bank's Base Rate/ MCLR

c. Effective date of Base Rate/ MCLR

Minimum balance requirement for S.B.
accounts (If the bank has not stipulated
d. minimum balance requirement, that
information should also be displayed)
Penalty for non-maintenance of Minimum
balance(If the bank has not stipulated
e. minimum balance requirement the bank
should display Not Applicable )
Whether charges for non- maintenance of
minimum balance, displayed in the Notice
f. Board, are directly proportionate to the
extent of shortfall observed.
S.No Items to be Checked Yes/No Remarks

Documents / KYC requirements for

g. opening of Deposit accounts

Relaxed KYC requirements for opening of

h. BSBDA Small Accounts
Contact details of the official in the
branch whom the customer may
i. approach, in case of grievance
Contact details of the Zonal / Regional
Manager or Nodal Officer whom the
j. customer may approach if his grievance
is not redressed at the branch

Name and Contact details of the Banking

k. Ombudsman
 Display about availability of bank's
policies, schedule of service charges,
etc., in a folder kept in the branch
premises for perusal of the customer or
l. at May I help counter or with Branch
Head
Is the Folder / Booklet as envisaged in
the Comprehensive Notice Board available
6. at the branch for customers' perusal?
Has the branch displayed cut off time for
lodging of instruments for same day
7. clearing?

Availability of following information in

8. folder/booklet

a. Key Interest Rates on deposits

Availability of nomination facility on all

b. deposit accounts and safe deposit lockers

Facility of exchange of soiled and

c. mutilated notes

Facility of deposit / exchange of coins of

d. all denominations

S.No Items to be Checked Yes/No Remarks

Procedure for dealing with counterfeit

e. notes
f.

Grievance Redressal Procedure

g.
Design and security features of bank \
currency notes
h.

Cheque Collection Policy

i.

Grievance Redressal Policy

 j.
Collection of Dues and Security
Repossession Policy
k.
Deposit Policy
l.

Compensation Policy
m.
Policy relating to Lending to Micro and
Small Enterprises and Rehabilitation
n.
Customers' Rights Policy
o.
Customer Protection Policy
p.
Tariff schedule
q. Code of Bank's Commitment to
Customers, 2018

r.
Code of Bank's Commitment to Micro and
Small Enterprises- 2015
s.
Banking Ombudsman Scheme, 2006

9. Availability of Complaints / Suggestions

box in the Branch?

S.No Items to be Checked Yes/No Remarks

10. Is branch keeping a register/system for

keeping record of complaints received
and giving reference/ tracking number
for the same
11. Does the Branch display date/ specific
day of next monthly Branch Level
Customer Service Committee
Meeting(CSC)
12. Does the branch keep record of the
minutes of CSC meetings?
(Please check the record)
13. Does the branch provide service to senior
citizens under "single window"
 14. Has the branch provided ramp facility to
enable differently abled persons, using
wheel chair where it is possible to do so
to get easy physical access into the
branch? Or in cases where it is
impracticable to provide such ramp
facilities, a board is displayed to that
effect?
15. Display outside the branch

a. Name of the bank/branch

b. Weekly holiday on

c. Weekly branch non-banking day

d. Branch banking hours

SUGGESTIONS PUT FORTH BY

VISITING OFFICIAL FOR IMPROVING
CUSTOMER SERVICE :

Date:
Signature of the visiting official:
Designation :