City Union Bank Home Loan Customer Care

Home loan 24X7 customer care in City Union Bank

The bank has a very comprehensive customer care department, they provide support on specific queries. The customer can reach out to the customer care department by multiple routes. They can be contacted on their toll free number – 044 7122 5000. The customer care executive will connect the customer to the home loan department which will address the query effectively. There is a dedicated team which caters to providing the best service to its customers.

Alternatively, the individual can reach the customer care by emailing them on the email ID – customercare(at)cityunionbank(dot)com. The next best alternate is to visit their nearest branch and seek assistance from customer service representative who handles home loan related queries and products.

Complaints and grievances

CUB has a clear protocol on handling complaints and grievances. The bank is also covered under the Banking Ombudsman Scheme, 2006 of RBI, if any grievance goes unaddressed by the bank within the stipulated 30 day period, the same can be escalated to Banking Ombudsman in the particular city.

The queries and enquiries are treated separately, while complaints and grievances are handled by various officers depending on the severity of the complaint or grievance and the level of escalation. Based on the latest data published by CUB, only ~5.5% of the complaints and grievances pertain to loans and sanctions extended by CUB. Most of the complaints pertain to education loans and interest rates, there are not many severe cases pertaining to home loans. They have a very streamlined and comprehensive process for resolution of enquiries to ensure that there is very minimal escalations with respect to this product suite.

Procedure to resolve customer complaints and grievances

All complaints and grievances are registered and a unique tracking number is registered, this number needs to be referred to track the case from start to finish. Also, it has become mandatory to quote the PAN for every case that is registered. Like most other banks CUB also follows the 3 level resolution process.

Level 1 – Reaching out to the customer grievance cell. They have an online form which collects minimal details. There are 2 options Existing customer and non-customer.

If the complainant is an existing customer, the following details are captured – account number, customer name, mobile number, email-id, branch, complaint type, sub-category, subject and complaint details. Most fields here are mandatory. This form can be submitted and the concerned personnel from the bank will get in touch to resolve the issue. If the complainant is a non-customer, the same details are captured except the account number which does not exist in this case.

Level II – If the customer grievance cell (level I) does not resolve the issue to the satisfaction of the customer, the matter can be escalated to the grievance officer by quoting the reference number. The complaints or grievance pertaining to Loans and sanctions are handled by –

Deputy General Manager, CUB Ltd., No. 24 B, Gandhi Nagar, Kumbakonam – 612001

The grievance officer can be reached over phone at 0435 – 2402322, the email applicable is complaints_grievances(at)cityunionbank(dot)com

Level III – If the grievance officer is unable to resolve the issue to the satisfaction of the customer, then the same can be escalated to the principal officer. The contact details of principal officer are as mentioned below –

General Manager, Inspection Vigilance and Audit, CUB Ltd., No. 24 B, Gandhi Nagar, Kumbakonam – 612001

The principal officer can also be reached via telephone at 0435-2402322. By quoting the reference number (complaint number) you can write an email to principalofficer(at)cityunionbank(dot)in.

If the issue remains unresolved for over 30 days at the principal officers end or if the complaint or grievance is not resolved upto the satisfaction of the customer, then the customer can reach out to the Banking ombudsman in the respective city.

Eligibility and documentation for availing home loan from City union bank

Salaried or self – employed individuals including farmers, businessmen and professionals are eligible to apply for home loan with city union bank. They should have an established source of income and should be able to provide income proof. The income proof for salaried individuals is ITR or form 16 and bank statement for the past 6 months. The income proof for self-employed would be ITR with the supporting Statement of Income for a minimum period of 2 years and banks statement for the past 6 months. Additional documents such as identity proof for all the applicants, net-worth declaration and supporting documents as applicable. Also, proof of existing residence would also be required to avail loan from City union bank.

Documents accepted by City union bank

The list of documents that are accepted by City union bank as proofs are as mentioned below –

Interest rates and charges of City union Bank home loans

The interest rates applicable on home loans are different from that of the interest rates applicable on other types of loans. The interest rates range between 10.5% - 12.5% for loans upto Rs. 25 Lakhs under the CUB Swayam Graha Scheme. The interest rates increase based on increase in tenor of the loan.

On a case-to-case basis, home loan more than Rs. 25 Lakhs can be extended and the interest rates applicable for such home loans range from 11% - 13%. The interest rates increase based on increase in tenor of the loan.

The processing charges of CUB Swayam Graha home loans is @ Rs. 1% with minimum threshold amount of Rs. 700.