Kotak Mahindra Bank Home Loan Customer Care

What is home loan?

Buying a home can be quite a daunting task, this financial decision requires a huge outlay of funds. Often, this cannot be managed from one’s savings, there is a need to avail financial assistance from financial institutions such as banks or NBFCs (Non-banking financial corporations). The financial assistance provided by banks or NBFCs towards purchase of home is called as housing loan. The housing loan is provided to any applicant who is eligible in terms of age (minimum and maximum), ability of repayment, income stability etc., The quantum of loan, interest rate and tenor would depend on multiple aspects such as bank’s policy, repayment ability of client, property value etc., In the case of the home loan, there is no requirement for additional guarantee as the property being purchased will be under mortgage with the bank. The property to be purchased should provide clear title to the applicant of the loan.

Kotak Mahindra Bank home loan eligibility

Home loan applicant should be minimum 21 years and maximum 65 years old. The applicant can be salaried or self-employed individual who has an established source of regular income. There is a minimum income required for the applicant, the necessary document to support the income needs to be submitted.

Kotak Mahindra Bank home loan customer care

Kotak Mahindra Bank has developed a comprehensive customer care team, there are specific professionals who are dedicated to aid and provide resolutions with respect to certain product suites. There is a separate team which helps with enquiries, issues pertaining to home loan products offered by Kotak Mahindra. The customer care team can be reached by multiple communication channels. Given the advent of technology, there are sophisticated means of reaching out to the concerned representatives. Some of communication channels established by Kotak Mahindra are listed below –

Telephone – The call centre for home loans is operational between 9 a.m. to 6 p.m., the customer or non-customer can reach the customer care team between the specified timings. The helpline numbers which is applicable for Indian customers is 1860 266 2666. This number is available pan India on a 24 X7 basis, however, reaching out to the home loan expert from the customer care team would be possible only during the specified business hours. Alternative to using the toll-free pan India number, is to reach the regional local number which will be able to process the request or provide resolution to the issue in a faster manner. The numbers for specific locations are mentioned below –

Email – To write to the customer service team, there is a separate form available on the website wherein the home loan query can be submitted. The forms are separate for existing customer and non-customer, depending on the category one falls into the individual should select the right option. Typically the form captures type of query, name, mobile number, email, CRN (customer relationship number) for existing customers and query or feedback description. Existing customer can alternatively use the login ID and password and from the menu choose email to customer care. A query submitted by the customer will get priority and both customers and non-customers are provided a resolution not later than 7 days from the date of receipt of the query or feedback.

Physical visit to branch – Many aged customers still prefer to walk into the nearest branch to get their queries cleared. The nearest branch can be located with the help of their website. The branches and the location is provided therein. Every branch will have a help desk dedicated to aid the customer. The customer can approach this help desk who will inturn connect them with the right representative who will be able to provide accurate and timely resolution to their queries. They will also be equipped to assist them in availing any service as may be required.

Mobile application – Kotak Mahindra Bank has evolved with the changing times, it has the best-in-class technology to provide its customers an enriching experience in terms of service. Inline with this intent, they have the mobile application which can be downloaded on any android or apple phone, amongst the many other menu items, there is a provision to reach out to the customer care executive. They even provide an option of chatting with the customer care executive on a real time basis during the business hours.

SMS service – Existing customers are also offered some basic services over SMS, from the registered number customers can text to the customer care team who will call back to the customers within 24 hours. This is another very convenient feature added to the list, the SMS can be sent at any time, it need to correspond with the business hours. The customer care executive will however, get in touch with the client during business hours only.

Social Media – Kotak Mahindra bank has a significant social media presence, they have presence in Facebook, twitter and Instagram. The customer can personal message them on any of these platforms for any assistance. The bank continues to promote its new product or service launches on these pages. Although, the primary intent of the social media presence is to market their products or services and build brand image, the customer can use the platform for getting their queries and issues addressed.

Grievance redressal policy

Kotak Mahindra bank has a very articulate redressal policy to ensure that the customers are serviced and their complaints are tended to in a satisfactory manner. They have a 4 tiered process, the same is explained below –

Level 1: Reaching to customer care help desk

• Customer can submit an online request form, the form captures the following details

  1. Existing customer or non-customer

  2. Name

  3. Mobile Number

  4. Email

  5. CRN in case of existing customer

  6. Description of query / feedback

• Inbox section using the net banking login can be used to email the help desk – this is available for existing customers only
• Call on toll free number 1860 266 2666, the customer contact centre is available 24 X 7
• Visiting the local branch to register the complaint in the complaint register or handing over a written complaint to the branch manager
• Alternatively send a written mail to

  Kotak Mahindra Bank Ltd.,

  PO Box 16344,

  Mumbai – 400013

In all the above cases, a reference number is generated which needs to be used for further follow-up. The typical turnaround time for the complaints registered by using any of the means is 7 working days from the date of receipt of the complaint (date of generation of complaint reference number).

Level 2 – If the resolution is not provided or if the customer is not satisfied with the resolution provided at level 1, the customer can escalate the matter via email to service assurance centre by quoting the previously received service request number or complaint reference number. There is an online form available in the website, which needs to be duly filled and submitted. The form is also available in regional language for the convenience of customers who do not communicate in English. The turnaround time for resolution in this level is 5 working days from the date of escalation.

Level 3 - If the resolution is not provided or if the customer is not satisfied with the resolution provided at level 2, the customer can escalate the matter to the nodal officer. The contact details are as mentioned below –

Kotak Infinity,

6th floor, Zone II, Building No. 21,

Infinity Park,

General AK Vaidya Marg, Malad (E),

Mumbai-400097

The nodal officer can be reached during 10 A.M. to 6 P.M. on weekdays (Monday to Friday). There is also a dedicated email query form which can be filled and submitted, the form will be directly reach the nodal officer for resolution. The previous service request number or complaint reference number has to be quoted in this case as well. The turnaround period for this level is 5 working days.

Level 4 - If the resolution is not provided or if the customer is not satisfied with the resolution provided at level 3, the customer can escalate the matter to principal nodal officer, the contact details are as below –

Kotak Infinity,

6th floor, Zone II, Building No. 21,

Infinity Park,

General AK Vaidya Marg, Malad (E),

Mumbai – 400097

The nodal officer can be reached during 10 A.M. to 6 P.M. on weekdays (Monday to Friday). There is also a dedicated email query form which can be filled and submitted, the form will be directly reach the principal nodal officer for resolution. The previous service request number or complaint reference number has to be quoted in this case as well.

If the issue remains unresolved to the satisfaction of the customer within 30 days of initiation of the complaint registration, then the customer can approach the banking ombudsman pertaining to the specific city.

Kotak Mahindra bank endeavors to provide the best-in-class service to its customers. They adopt the latest best practices to deliver customer delight in every transaction and communication.