Grievance Redressal System Stage-1 For any complaint / suggestion, customers can call on the Toll-Free Number: 18002-1001-02 from 9.00 AM to 5:00 PM Monday to Fridayy; 09:00 AM to 02:00 PM on Saturday or have their written complaint / suggestion available in each branch office of Sonata.Toll free helpline number is also printed on the loan documents issued to the customer. Stage-2 If the complaint of a customer is not redressed within 15 days from the date of reference to stage 1, customer may call on the toll-free number mentioned below from 09:30 AM to 06:30 PM Monday to Friday or can email on: customerfirst@kotak.com Toll-Free Number: 18602-6657-00 However, the borrower may choose to reach directly to Kotak Bank for redressal of her grievance in compliance with stage 2. Stage-3 If the problem is still not resolved within 7 working days from the date of reference to stage 2 or the customer is not satisfied with the resolution, then customer may contact the nodal officer of Kotak Mahindra Bank Limited. It may be noted that since this shall be an escalated complaint channel, there may be a possibility that the resolution of the complaint is not done over the call therefore in order to ensure the complete redressal of the company it is suggested to send the complete and correct description of the complaint via email to: Nodal Officer Toll Free Number: 022-62042110 cbnodalofficer@kotak.com The nodal officer shall provide the resolution of the complaint within 5 days from the receipt of the complaint as aforesaid.