This is a voluntary Code, which sets standards of fair banking practices for member banks of Indian Banks’ Association to follow when they are dealing with individual customers. In the Code, ‘you’ denotes the customer and ‘we’ THE NAINITAL BANK LIMITED the customer deals with. It provides valuable guidance to you for your day-to-day operations. The Code applies to:

• current, savings and all other deposit accounts
• Pension, and other accounts etc. operated as agents of RBI/Government
• collection and remittance services offered by the banks
• loans and overdrafts
• third party products offered through our network.

We promise to:

1. Act fairly and reasonably in all our dealings with you by:
   • meeting the commitments and standards in this Code, for the products and services we offer, and in the procedures and practices our staff follow
   • making sure our products and services meet relevant laws and regulations
   • our dealings with you will rest on ethical principles of integrity and transparency.


2. Help you to understand how our financial products and services work by,
   • giving you information about them in plain Hindi and/or English and/or the local language
   • explaining their financial implications and
   • helping you choose the one that meets your needs.


3. Deal quickly and sympathetically with things that go wrong by:
   • correcting mistakes quickly
   • handling your complaints quickly
   • telling you how to take your complaint forward if you are still not satisfied and
   • reversing any bank charges that we apply due to our mistake.


4. Publicize this Code, put it on our website and have copies available for you on request

Helping you to choose products and services, which meet your needs

Before you become a customer, we will:

• give you clear information explaining the key features of the services and products you tell us you are interested in
• give you information on any type of account facility which we offer and may suit your needs
• tell you what information we need from you to prove your identity and address and to comply with legal and regulatory requirements, and
• request for additional information about you and your family to build a database but such information can be furnished by you only if you wish and we will not compel you to give these information for opening your account.

We will tell you if we offer products and services in more than one and tell you how to find out more about them.

Once you have chosen an account or service, we will tell you how it works.

When you open a single account or a joint account, we will give you information on your rights and responsibilities.

We recommend that you avail nomination facility offered on all deposit accounts, articles in safe custody and safe deposit vaults.

We will guide you how we will deal with deposits and other assets held with us in the name of a deceased person in the absence of nomination.

You can find out about our interest rates by:

• looking at the notices in our branches
• phoning our branches
• looking on our website; or
• asking our designated staff.

When you become a customer, we will give you information on the interest rates which apply to your accounts, and when we will pay interest on your deposits or debit interest on your loan accounts. We will also tell you our website address, our help line numbers and the other ways in which you can find out about changes in the interest rates.

We will give information on Bank Benchmark Lending Rates and about the maximum spread over Bank Benchmark Lending Rates, that we would charge from the borrower

We will explain how we apply interest to your account.

When we change the interest rates on our products, we will update the information through media or by displaying on the notice boards at branches and our website within three working days. Such information shall also be readily available at branches for your ready reference.

At the time of opening of the account, we will inform you of the rate at which interest is paid on your savings deposits (presently, it is regulated by Reserve Bank of India), how it is calculated and its periodicity.

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