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  • Kotak Bank Home Loan Customer Care

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  • Chargeable Call Centre Number India 18602662666
    Chargeable Call Centre Number Abroad 912266006022

    Kotak Mahindra Bank Customer Care IVR Manual

    The steps that you need to go through to get information on Kotak Mahindra Bank home loans through their IVR system is given below:

    Call the helpline number 1860 266 2666. Following are the messages/options that you will get:

    1. Welcome to Kotak Mahindra Bank Customer Contact Centre.
    2. For English press 1, for Hindi press 2, for Marathi press 3, for Gujarati press 4, for Tamil press 5.
    3. Once you have chosen the language, you will be assisted with the bank’s virtual assistant Keya.
    4. Here you need to ask her your queries and concerns related to home loan.
    5. At any point during the call, if you have any query that is beyond her purview, your call will be transferred to a customer care officer for further assistance.

    Other Ways to Reach Kotak Mahindra Bank Home Loan Hotlines

    SMS Banking SMS your statement-related requests to 9971056767 or 5676788
    Virtual Query Assistant For Virtual Query Assistant
    Online form to submit your general queries and feedback Online Queries & Feedback Form
    Online form to write about unresolved queries For Unresolved queries
    Email itsecurity.bank@kotak.com
    Postal address Kotak Mahindra Bank Ltd. P.O. Box: 16344, Mumbai - 400013, Maharashtra, India
    Office address Registered Office, 27 BKC, C 27, G Block, Bandra Kurla Complex, Bandra (E), Mumbai - 400051

    Other Toll-Free Numbers

    Local phone banking numbers
    • (079) 66006022: Ahmedabad
    • (080) 66006022: Bangalore
    • (044) 66006022: Chennai
    • (040) 66006022: Hyderabad
    • (022) 66006022: Mumbai
    • (011) 66006022: New Delhi
    • (020) 66006022: Pune
    Country-specific helpline numbers
    • 1855 365 6767: USA
    • 001180044990000: Australia
    • 00180044990000: Hong Kong
    • 0080044990000: UK
    • 18557684020: Canada
    • 8001013054: Singapor

    Points to Remember

    Here are some of the key points to remember when contacting the Kotak Mahindra customer service centre:

    • Existing home loan customers and non-customers can reach the customer support team on the banking helpline numbers given above to get any of their loan-related query addressed.
    • The call centre number 1860-266-2666 can be reached by the Indian customers anytime between 9:00 a.m. to 6:00 p.m. from Monday to Friday, except for holidays.
    • The international helpline number 91 22 6600 6022 is available 24X7 for the NRI customers. NRI customers from any country outside India can call in this number for assistance.
    • Kotak Mahindra Bank’s toll-free customer care and phone banking numbers are functional 24 hours across India.
    • For home loans the operational hours for the call centre are between 9:00 a.m. to 6:00 p.m.
    • In case of any home-loan related queries both existing customers and non-customers can submit a written request or query to the bank through this form https://www.kotak.com/en/customer-service/contact-us/email-us/kotak-mahindra-bank/other.html
    • When you submit a request or query using the online form given above, a service officer will shortly call you back, to discuss the matter. The expected turnaround time for processing of the request is 7 working days.
    • To get your home loan CRN SMS ‘’CRN’’ to 9971056767 or 5676788 from your mobile number registered with the bank.
    • For faster processing of your query ensure to attach supporting documents, if there are any, by making use of the upload file option before submission of your request.
    • New home loan applicants can track the status of their loan application using the following tool -https://www.kotak.com/en/transaction-services/track-application.html. The status can also be checked through https://www.kotak.com/j1001card/CardStatus/Main.jsp
    • You can write to the bank at itsecurity.bank@kotak.com for reporting any frauds, security related issues, or vulnerabilities pertaining to the services of Kotak Mahindra Bank.
    • You can get virtual assistance from Kotak Mahindra Bank’s chat bot ‘Keya’ (https://www.kotak.com/en/digital-banking/ways-to-bank/keya.html). Chat with Keya on the official website of Kotak Mahindra Bank and ask her any query related to your loan account or any other services.
    • For grievance redressal you can reach out to the Nodal Officer at 8879374983 and the Principal Nodal Officer at 8879412910 from Monday to Friday between 10:00 a.m. to 6:00 p.m. However, for complete resolution send them a detailed email stating the previous failure points.

    Redressal of Complaints and Grievance System

    Kotak Mahindra Bank has a well-managed 4-tiered grievance redressal system in place. They provide the best assistance to effectively resolve your issues/grievances within a quick turnaround time. These are the 4 levels:

    Level 1:

    • Submit your query or request online using the query/feedback form available at https://www.kotak.com/en/customer-service/grievance-redressal/personal-banking.html
    • Contact the customer care centre through the inbox section available on Net Banking. Login to your account through this link: https://www.kotak.com/j1001mp/netapp/MainPage.jsp?MAIL=TRUE
    • Call the customer service centre and speak to an executive using the phone banking number 1860 266 2666.
    • Visit the nearest branch of the bank and get your concerns addressed. Use this branch locator to locate a branch near you https://www.kotak.com/en/reach-us.html
    • Write to the company at this postal address: Kotak Mahindra Bank Ltd. P.O. Box: 16344, Mumbai 400013, Maharashtra, India

    Level 2:

    • If you have not received a satisfactory response from the customer support team at Level 1 within 7 working days then you can escalate the matter to Level 2 following any of these steps:
    • Send an email to the Service Assurance Centre using the online form available here https://www.kotak.com/en/customer-service/grievance-redressal/personal-banking/level-2.html. To ensure faster resolution at this level keep the previous Service Request Number handy on which you did not get satisfactory response from the bank.
    • Download the grievance redressal form from the official website of the bank, fill in your details and send to the address mentioned on it.

    Level 3:

    • If the concerned body fails to provide you with a satisfactory resolution of your issue at Level 2 within a turnaround time of 5 working days then you may reach out to the Nodal Officer through any of these options:
    • Send him a mail through the online form which is available at https://www.kotak.com/en/customer-service/grievance-redressal/personal-banking/level-3.html
    • Write to him at the following address: Mr. N. Pohare. Kotak Infinity, 6th floor, Zone II, Building No. 21, Infinity Park, General AK Vaidya Marg, Malad (E), Mumbai – 400097

    Level 4:

    • If the officer has not been able to provide a satisfactory resolution to your grievance at Level 3 within 5 working days then you can raise the issue to the Principal Nodal Officer. You can opt for any of the following channels to contact him:
    • Send her a mail through the online form available at https://www.kotak.com/en/customer-service/grievance-redressal/personal-banking/level-4.html
    • Write to her at the following address: Ms. S Ghosh, Kotak Infinity, 6th floor, Zone II, Building No. 21, Infinity Park, General AK Vaidya Marg, Malad (E), Mumbai – 400097

    Kotak Mahindra Bank has Internal Ombudsmen (IO) appointed as per the Reserve Bank of India guidelines. If you haven’t received a resolution of your grievance from the bank within a turnaround time of 30 days or your complaint has been rejected by the bank or the resolution received is not satisfactory, you may write to the Banking Ombudsman to get your unsolved grievance resolved.

    1. Link for lodging a complaint with the Banking Ombudsman - https://secweb.rbi.org.in/BO/precompltindex.htm

    2. Link to register a complaint - https://www.kotak.com/content/dam/Kotak/Customer-Service/grievance-bank-services/banking_ombudsman2017.pdf

    The concerned person will review and address the unresolved grievance within the bank without letting it get escalated to the Reserve Bank of India or the consumer court.

    If you are not comfortable lodging an online complaint, it can also be raised through email/fax/post. Here are the addresses and jurisdictions of the Banking Ombudsmen of the bank:

    Centre Address Jurisdiction
    Ahmedabad C/o Reserve Bank of India, La Gajjar Chambers, Ashram Road, Ahmedabad-380 009 STD Code: 079 Tel. No. 26582357/26586718 Email: boahmedabad@rbi.org.in Gujarat, Union Territories of Dadra and Nagar Haveli, Daman and Diu
    Bengaluru C/o Reserve Bank of India 10/3/8, Nrupathunga Road, Bengaluru -560 001 STD Code: 080 Tel. No. 22210771/22275629 Email: bobangalore@rbi.org.in Karnataka
    Bhopal C/o Reserve Bank of India, Hoshangabad Road, Post Box No. 32, Bhopal-462 011 STD Code: 0755 Tel. No. 2573772/2573776 Email: bobhopal@rbi.org.in Madhya Pradesh
    Bhubaneswar C/o Reserve Bank of India, Pt. Jawaharlal Nehru Marg, Bhubaneswar-751 001 STD Code: 0674 Tel. No. 2396207/2396008 Email: bobhubaneswar@rbi.org.in Odisha
    Chandigarh C/o Reserve Bank of India, 4th Floor, Sector 1, Chandigarh Tel. No. 0172 - 2721109 Email: bochandigarh@rbi.org.in Himachal Pradesh, Punjab, Union Territory of Chandigarh and Panchkula, Yamuna Nagar, and Ambala Districts of Haryana.
    Chennai C/o Reserve Bank of India, Fort Glacis, Chennai 600 001 STD Code: 044 Tel No. 25395964 Email: bochennai@rbi.org.in Tamil Nadu, Union Territories of Puducherry (except Mahe Region), and Andaman and Nicobar Islands
    Guwahati C/o Reserve Bank of India, Station Road, Pan Bazar Guwahati-781 001 STD Code: 0361 Tel.No.2542556/2540445 Email: boguwahati@rbi.org.in Assam, Arunachal Pradesh, Manipur, Meghalaya, Mizoram, Nagaland, and Tripura
    Hyderabad C/o Reserve Bank of India 6-1-56, Secretariat Road Saifabad, Hyderabad-500 004 STD Code: 040 Tel. No. 23210013/23243970 Email: bohyderabad@rbi.org.in Andhra Pradesh and Telangana
    Jaipur C/o Reserve Bank of India, Ram Bagh Circle, Tonk Road, Post Box No. 12 Jaipur-302 004 STD Code: 0141 Tel. No. 0141-5107973 Email: bojaipur@rbi.org.in Rajasthan
    Kanpur C/o Reserve Bank of India, M. G. Road, Post Box No. 82 Kanpur-208 001 STD Code: 0512 Tel. No. 2306278/2303004 Email: bokanpur@rbi.org.in Uttar Pradesh (except for Districts of Ghaziabad, Gautam Buddha Nagar, Saharanpur, Shamli (Prabudh Nagar), Muzaffarnagar, Baghpat, Meerut, Bijnor, and Amroha (Jyotiba Phule Nagar)
    Kolkata C/o Reserve Bank of India, 15, Netaji Subhash Road, Kolkata-700 001 STD Code: 033 Tel. No. 22304982 Email: bokolkata@rbi.org.in West Bengal and Sikkim
    Mumbai C/o Reserve Bank of India, 4th Floor, RBI Byculla Office Building, Opp. Mumbai Central Railway Station, Byculla, Mumbai-400 008 STD Code: 022 Tel No. 23022028 Email: bomumbai@rbi.org.in Maharashtra and Goa
    New Delhi (I) C/o Reserve Bank of India, Sansad Marg, New Delhi STD Code: 011 Tel. No. 23725445/23710882 Email: bonewdelhi@rbi.org.in Delhi
    Patna C/o Reserve Bank of India, Patna-800 001 STD Code: 0612 Tel. No. 2322569/2323734 Email: bopatna@rbi.org.in Bihar
    Thiruvananthapuram C/o Reserve Bank of India, Bakery Junction, Thiruvananthapuram-695 033 STD Code: 0471 Tel. No. 2332723/2323959 Email: bothiruvananthapuram@rbi.org.in Kerala, Union Territory of Lakshadweep, and Union Territory of Puducherry (only Mahe Region).
    New Delhi (II) C/o Reserve Bank of India, Sansad Marg, New Delhi STD Code: 011 Tel. No. 23724856 Email: bonewdelhi2@rbi.org.in Haryana (except Panchkula, Yamuna Nagar, and Ambala Districts) and Ghaziabad, and Gautam Budh Nagar districts of Uttar Pradesh
    Dehradun C/o Reserve Bank of India, 74/1 GMVN Building, 3rd floor, Rajpur Road, Dehradun - 248 001 STD Code: 0135 Telephone: 2742003 Email: bodehradun@rbi.org.in Uttarakhand and seven districts of Uttar Pradesh viz., Saharanpur, Shamli (Prabudh Nagar), Muzaffarnagar, Baghpat, Meerut, Bijnor, and Amroha (Jyotiba Phule Nagar)
    Ranchi C/o Reserve Bank of India, 4th Floor, Pragati Sadan, RRDA Building, Kutchery Road, Ranchi Jharkhand 834001 STD Code: 0651 Telephone: 2210512 Email: boranchi@rbi.org.in Jharkhand
    Raipur C/o Reserve Bank of India, 54/949, Shubhashish Parisar, Satya Prem Vihar, Mahadev Ghat Road, Sundar Nagar, Raipur- 492013 STD Code: 0771 Telephone: 2242566 Email: boraipur@rbi.org.in Chhattisgarh
    Jammu C/o Reserve Bank of India, Rail Head Complex, Jammu- 180012 STD Code: 0191 Telephone: 2477617 Email: bojammu@rbi.org.in State of Jammu and Kashmir

    When you register a complaint with Banking Ombudsman you can track the complaint status online, the link for which is as follows - https://secweb.rbi.org.in/BO/ComplaintCheck.html

    Customer FAQ’s

    1. My email ID is not registered with the bank. How do I get it registered without visiting the branch?

    If your email ID is not registered with the bank you can call the phone banking number (1860-266-2666) and place an email registration request with the customer care executive.

    2. Within how many days of submitting a written request/query to the bank will it be processed?

    You can expect to get the query addressed within 7 working days of placing the request with the bank.

    3. Can I submit all types of queries related to home loan through the online query/feedback form?

    If you are an existing home loan borrower you can place request for waiver of fees/charges, foreclosure statement, rate reduction, retrieval of unused PDCs, copy of documents, etc., through the online form. However, requests that require authentication cannot be submitted through it.

    4. Where should I submit home loan queries and requests that need authentication?

    You should send such queries/requests through the mailbox available inside Net Banking. Login to Kotak Mahindra Bank Net Banking using the following link - https://www.kotak.com/j1001mp/netapp/MainPage.jsp. While logging make sure to select ‘Take me Directly to’ - Mail option.

    5. How to stop receiving unsolicited commercial telemarketing calls for Kotak Mahindra Bank products/services?

    To stop unwelcome commercial/promotional telemarketing calls from Kotak Mahindra, register for the Do Not Call Register (DNCR) service of the bank. After 45 days of registration the calls will stop. If you still receive such calls inform customer support at 1860 266 2666 and mention the telephone number from which you got the call. However, if you are an existing customer you will continue receiving calls/SMS for your products/services such as transaction updates, payment reminders, etc.

    6. Do I have to fill the grievance redressal form only in English or Hindi?

    No, you are not mandated to fill the form in English or Hindi. Other than English or Hindi, you can fill the form in any of the regional languages given below:

    • Marathi
    • Assamese
    • Bengali
    • Gujarati
    • Kannada
    • Malayalam
    • Oriya
    • Tamil Telugu

    7. I am not able to check my Kotak Mahindra Bank home loan application status online. Can I seek help from customer care?

    To check the status through the tool you need to select ‘Home Loan’ and then choose ‘Application Form Number’ or ‘Lead Number’ or any other option you are comfortable with under ‘Select Identifier’. Just enter the identifier that you have chosen, and the status will appear on screen. If due to some reason you are still not able to check, you can approach the customer care number with your Application Form Number. The executive will give you the latest update.

      

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