The Branch Manager
Branch code: 9087
Dear Mr. Olson,
I am writing to you with regard to a complaint booked by one of your customers Mr. Henry. He wrote to the banking ombudsman that the bank is charging more interest on the home loan he has availed through this branch. The complainant says that the bank has promised him an interest rate of 8% in a promotional offer and at the time of loan disbursement, it has failed to honor the commitment.
You have reverted back to the prevailing interest rate of 9% along with other customers. The customer’s grievance is genuine and the ombudsman has accepted to investigate the complaint.
As part of the investigation we wish to inform you that we have decided to depute Mr. Thomas, our investigating officer. As per the banking norms, you are expected to extend complete cooperation for the investigation as per norms. We suggest you to attach your liaison officer to Mr. Thomas to conduct an investigation in this regard.
He is well experienced and known for his impartial behavior He shall visit the branch in a couple of days and will take up the investigation. I request you to be prepared with all the necessary information. In a couple of days the investigation procedure should be completed and the customer shall be informed of the investigation result.
We expect the branch will provide the necessary assistance to Mr. Thomas and will help him to conduct the investigation impartially.