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Submit your complaint →Spandan Sengupta has accused IndusInd Bank’s James Long Sarani branch in Kolkata of unprofessional behaviour and insensitivity when he sought urgent help to open a new account due to a banking deadlock at Kotak Mahindra Bank. Choice4Voice.com highlights the full case, explores legal options, and explains how affected customers can seek redress.
Complaint Summary
| Complainant Name | Spandan Sengupta |
|---|---|
| Profession | Experiential Learning Lecturer, SEO Content Strategist, Author, and Outdoor Educator |
| Company/Institution | Independent Professional |
| Location | Kolkata, West Bengal |
| Bank Involved | IndusInd Bank |
| Branch | James Long Sarani, Kolkata |
| Issue | Insensitive staff behaviour, refusal to assist with account opening during financial urgency |
| Linked Bank Mentioned | Kotak Mahindra Bank (related background issue) |
| Complaint Type | Banking Misconduct, Customer Harassment |
| LinkedIn Post URL | Original Post by Spandan Sengupta |
Full Complaint Write-up
In a strongly worded LinkedIn post, Spandan Sengupta, an Experiential Learning Lecturer, Mountaineer, and Digital Marketing Expert, shared his deep disappointment with the IndusInd Bank James Long Sarani branch in Kolkata.
He described how he faced an urgent financial crisis after being locked out of his Kotak Mahindra Bank account because the mobile number linked to it was under his late father’s name. Due to mandatory SIM Re-KYC, his access to digital banking, UPI, and essential transactions was completely paralyzed.
To restore his financial independence, Spandan approached IndusInd Bank to open a new account and had ₹20,000 ready as an opening deposit. However, when he sought professional guidance on whether the deposit could be made through his grandmother’s or friend’s account (given his situation), he was reportedly met with rudeness, hostility, and contempt by bank staff.
According to Spandan, the staff not only refused to help but allegedly told him “Don’t disturb us.” This interaction left him feeling humiliated and unsupported during an already challenging personal period.
In his post, Spandan questions whether IndusInd Bank’s service quality has declined to the point where empathy and customer care are lost, especially for individuals navigating genuine life difficulties.
He has called upon IndusInd Bank leadership to investigate the unprofessional conduct at the James Long branch and take appropriate disciplinary action against the staff responsible.
Legal Case Can Be Filed
Based on the complaint, the following legal actions may apply:
| Applicable Law/Regulation | Details |
|---|---|
| Banking Ombudsman Complaint (RBI Integrated Ombudsman Scheme 2021) | For harassment, denial of service, or rude staff behaviour at a bank branch. |
| Consumer Protection Act, 2019 | For mental harassment, deficiency in service, and unprofessional treatment by a service provider. |
| Human Rights Commission (State Level) | For cases involving disrespectful or humiliating behaviour toward a customer. |
| Public Grievance to RBI and Ministry of Finance | For negligence or misconduct by banking staff. |
How Choice4Voice.com Can Help
Choice4Voice.com helps consumers like Spandan Sengupta raise awareness about such incidents by:
- Publishing verified complaints to amplify public pressure on companies.
- Assisting in drafting formal complaints for the RBI Ombudsman, Consumer Court, and Grievance Portals.
- Providing legal templates and guidance for submitting a formal grievance through the right channels.
- Highlighting unresolved cases on social platforms to ensure fair investigation and timely redress.
If you’ve faced a similar experience with a bank or financial institution, you can submit your case via the complaint form on Choice4Voice.com for a detailed review and publication.
How to File a Complaint Against IndusInd Bank
Step-by-Step Process
- Write to IndusInd Bank’s Grievance Redressal Officer via email:
📩 reachus@indusind.com - If unresolved within 30 days, escalate to the Principal Nodal Officer through the bank’s grievance page.
- Still unresolved? File a complaint to the RBI Ombudsman using the RBI CMS portal:
🌐 https://cms.rbi.org.in - You may also file a Consumer Forum complaint under “Deficiency in Service.”
Pre-Drafted Legal Complaint Templates
1. Consumer Forum Complaint
To,
The President,
District Consumer Disputes Redressal Commission,
[City Name]
Subject: Complaint Against IndusInd Bank for Unprofessional Behaviour and Deficiency in Service
Respected Sir/Madam,
I, [Your Name], wish to lodge a complaint against IndusInd Bank, James Long Sarani Branch, Kolkata, for unprofessional and insensitive behaviour displayed by bank officials during a service request.
Despite fulfilling all requirements to open a new account, I was treated disrespectfully and denied basic customer support. This behaviour caused mental distress and financial inconvenience.
I request the Commission to direct IndusInd Bank to issue an apology and appropriate compensation.
Sincerely,
[Your Name]
[Address]
[Email ID]
[Date]
2. RBI Ombudsman Complaint (Online)
- Go to: https://cms.rbi.org.in
- Select “Complaint Against Bank” → “IndusInd Bank Limited”
- Provide evidence (screenshots, email, etc.)
- Describe the issue clearly in 500 words or less.
About IndusInd Bank
IndusInd Bank Limited, established in 1994 and headquartered in Mumbai, is one of India’s leading private-sector banks offering retail, corporate, and microfinance services.
Despite its growth, customer complaints related to branch-level staff behaviour, delayed grievance handling, and communication gaps have been increasingly reported online, demanding stronger internal accountability.
Author
Spandan Sengupta is an Experiential Learning Lecturer, Mountaineer, Outdoor Educator, SEO Content Strategist, and Author based in Kolkata. His work focuses on experiential education and communication ethics. His post on LinkedIn reflects deep frustration over the lack of empathy from IndusInd Bank staff during a time of financial hardship.
Q&A About Bank Misconduct & Customer Rights in India
Q1. What is the RBI Ombudsman Scheme?
A free grievance redressal mechanism by RBI to handle complaints against banks.
Q2. Can a bank refuse to open an account?
Only if KYC or eligibility requirements are not met; otherwise, it’s against RBI norms.
Q3. What to do if a bank staff misbehaves?
File a complaint with the branch manager, then escalate to the Nodal Officer or RBI Ombudsman.
Q4. How long does a bank have to resolve a complaint?
Banks are required to respond within 30 days as per RBI guidelines.
Q5. Can emotional harassment by bank staff be reported?
Yes, it can be reported under the Consumer Protection Act for mental agony.
Q6. Is it legal to post your banking complaint on social media?
Yes, as long as the post is factual and not defamatory.
Q7. What documents are needed to file a Consumer Forum case?
ID proof, written complaint, bank correspondence, and evidence of financial loss or harassment.
Q8. What compensation can be claimed from a bank?
Compensation can include financial loss, mental harassment, and litigation costs.
Q9. Can a bank deny service based on relationship or personal issues?
No. RBI mandates equal treatment for all customers.
Q10. How can Choice4Voice.com help in banking disputes?
By publishing cases publicly and guiding users through complaint escalation.
Q11. Where can I find IndusInd Bank’s grievance form?
On the official website: https://www.indusind.com
Q12. Can I file multiple complaints for the same issue?
Yes, but only if the bank fails to respond to your previous complaint.
Q13. How to prove staff misconduct at a bank branch?
Use call recordings, CCTV footage (if accessible), and written communication.
Q14. What is considered “deficiency in service”?
Any act of negligence, delay, or disrespect that affects customer experience.
Q15. Can a friend transfer money for your account opening?
Banks allow third-party deposits only under verified and compliant conditions.
Q16. Can I open a bank account if my KYC phone number belongs to a deceased parent?
Yes, by providing alternative identity proof and valid explanation.
Q17. Are banks required to treat customers respectfully?
Yes, as per the Banking Codes and Standards Board of India (BCSBI) guidelines.
Q18. What happens if a bank ignores my written complaint?
You can escalate it directly to RBI Ombudsman or Consumer Forum.
Q19. Can Choice4Voice.com publish my complaint anonymously?
Yes, your identity can be kept confidential on request.
Q20. How long does it take for RBI to resolve a complaint?
Typically within 30 to 45 days, depending on case complexity.
