At KVB, our customers are at the heart of everything we do. Our mission is to empower and serve the underserved population of our country by offering financial products and services that are affordable, accessible and tailored to their specific needs. Endeavouring to promote financial inclusion, we focus on building strong customer relationships and providing the best possible solutions to help our customers achieve their financial goals.
Our Bank’s legacy and robust technological infrastructure enable us to excel in providing an exceptional customer experience. We take great pride in our longstanding relationships with customers across the nation, who have trusted us for generations. These customers value the continuation of their banking relationship with us, and we consider them as family.
We set industry benchmarks by pioneering the implementation of an end-to-end digitized solution for loan approvals. We constantly refine the process for customer convenience.
For over a century, our Bank has diligently built and nurtured long-standing relationships with our customers. With an extensive network of 799 branches spanning 19 states and 3 Union Territories, we offer multiple touchpoints for convenience, including branches, PoS terminals, ATMs and cash deposit machines. Serving nearly 8 million customers, our customer-centric approach has positioned us as an industry leader.
Demonstrating our commitment to financial inclusion, 54% of our branches are strategically located in rural and semi-urban areas, ensuring easy access to finance for all. As pioneers in technology-based services, we engage with local business communities to cater to their banking needs while offering innovative solutions. Our longstanding customers consider us their trusted partner, relying on our bank to meet their evolving banking requirements.
We prioritize accessibility and convenience to ensure a seamless banking experience for our customers. Our branches establish strong relationships with customers, providing them with a convenient and efficient way to bank.
Recognising the importance of convenience, we offer doorstep banking services to customers who are unable to access our branches due to various reasons. Our well-trained staff members are adept at delivering excellent customer service, and they are always willing to go the extra mile to help our customers.
We have a track record of serving customers for several decades, and we have gained their trust by offering a service capability that encompasses both digital and branch channels.
We are confident that our commitment to accessibility and convenience will continue to ensure a seamless banking experience for our customers.
Our vision entails embracing digital solutions across channels, such as cardless transactions. To meet diverse customer needs, we maintain a physical presence in semi-urban and urban centres. This customer-centric approach ensures seamless banking experiences and accessibility.
We value the feedback of our customers and recognise the importance of addressing customer complaints promptly and effectively. We strive to be agile, transparent and solution-oriented in resolving them. To encourage open communication and create strong relationships, we organise client meetings in our branches, divisional offices, and central office on a regular basis. This provides a forum for customers to share their ideas and for us to discover mutually suitable solutions.
| Number of complaints pending at the beginning of the year | 128 |
| Number of complaints received during the year | 4,430 |
| Number of complaints disposed of during the year | 4,303 |
| Number of complaints pending at the end of the year | 255# |
# The pending complaints at the end of the year have been closed subsequently within the regulatory timelines.
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