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Citizen's Charter

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Citizen's Charter

Message of Chairman & Managing Director

Dear Customer,

We at Bank of Baroda have always endeavored to make your banking with us a pleasant experience. We also believe that the ability of the banking industry to achieve the socio-economic objectives and in the process bringing more and more customers into its fold will ultimately depend on the satisfaction of its customers. Therefore, we have a strong belief that a satisfied customer is our ambassador in developing our business.

In the process, a need was felt by us that in order to become more customer friendly the Bank should come out with charter of its services for the benefit of our customers. “Citizens’ Charter” concept was considered as a base instrument to fulfill this need and accordingly this document was prepared first in the year 1997. This document has since then undergone amendments/ reviews in consultation with the users and highlights Bank’s commitments towards the customers and responsibility amongst its officials and staff.

This charter revised and prepared afresh now for customers not only explains our commitment and responsibilities along with the redressal methods but also specifies the obligation on the part of customers for healthy practices in customer-banker relationships.

This is not a legal document creating rights and obligations. The “charter” has been prepared to promote fair banking practices and to give information in respect of various activities relating to customer service.

We wish to acknowledge the initiative taken by the Ministry of Finance, Government of India, Ministry of Administrative Reforms and Public Grievances and Reserve Bank of India for encouraging us to bring out this charter.

We maintain constant consultations with our clientele through various Seminars, Customer Meets, etc., to evaluate, improve and widen the range of services to customers. However, all our customers are requested to keep us informed of their experiences about the various services rendered by the Bank and feel free to send us your observations.

We look forward to share with you a mutually beneficial & perennial banking relationship

(M. D. Mallya)

Baroda Corporate Centre
Place: Mumbai
Date: 31st July, 2008

The Citizen’s Charter of our bank follows hereunder :
(Click on the respective links for details)
Our Commitment and Responsibilities

Common Practices followed by our Branches


Common areas of Customer – Banker relationship



     Remittance Services

     Collection Services

     Government Business

     Foreign Exchange Business

     ATM / Credit Card facility


     Misc. / Ancillary Services


     Service charges

Time-Norms for various banking transactions

Extended Banking Hours

Banking Ombudsman Scheme, 2006

Redressal of Grievances / Complaints

Other customer centric initiatives

KYC Documentation

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