Level 1 - Customer Service:

Mode Contact details

Call Center 1800 10 888 (24*7)

Email [email protected]

For NRI customers [email protected]

If you have not received a satisfactory response at Level 1 within 7 days, please approach to our Level 2

Level 2 – Regional Nodal Officer / Nodal Officer

Regional Nodal Officer Email ID [email protected]

022-41652700
Regional Nodal Officer Contact Number Timing – Monday to Saturday – 9:30 to 18:00
(except 2nd and 4th Saturdays and all bank holidays)

• List of Regional Nodal Officers:

S. Nodal Officer
Branch Nodal officer Address Coverage Area
No Name
IDFC FIRST Bank, Sun Square CG Road, TP 20, FP
Ayananshu No 80 to 91, Umashankar Joshi Marg, Beside Gujarat, Union Territories of Dadra,
1 Ahmedabad
Khokhani Hotel Regenta, Navrangpura, Ahmedabad, and Nagar Haveli, Daman and Diu
Gujarat 380006
IDFC FIRST BANK, Building, Plot No 79, Residency,
2 Bangalore Gopalakrishna Pai Residency Rd, Richmond Town, Bengaluru, Karnataka
Karnataka 560025
IDFC FIRST Bank LTD, First & Sixth Floor,
Benchmark Business Park, Block no. A3, PU4,
3 Bhopal Shahid Shaikh MP
Commercial, Scheme no. 54, Vijay Nagar, Indore,
M.P. - 452001

Ground floor, Vishnu Chambers, J-4, Block GP,

4 Bhubaneswar Rakesh Upadhyay Orissa
Salt Lake Sector 5, Biddhannagar, Kolkata-700091

Himachal Pradesh, Punjab and Union

IDFC FIRST Bank, SCO 169-170 Madhya Marg Territory of Chandigarh and
5 Chandigarh Dhirendra Singh
Sector 8C, Chandigarh- 160009 Panchkula, Yamuna Nagar and Ambala
Districts of Haryana.
S.
Branch Nodal Officer Name Nodal officer Address Coverage Area
No

IDFC FIRST Bank, Plot No.7B, Gandhi Tamil Nadu, Union Territories of
Sathya Jegadeesh
6 Chennai Mandapam Road, 1st Floor, Kotturpuram, Puducherry (except Mahe Region) and
Rajagopal
Chennai – 600085. Andaman and Nicobar Islands

Ground floor, Vishnu Chambers, J-4, Block Assam, Arunachal Pradesh, Manipur,
7 Guwahati Rakesh Upadhyay GP, Salt Lake Sector 5, Biddhannagar, Meghalaya, Mizoram, Nagaland and
Kolkata-700091 Tripura

IDFC FIRST Bank LTD,2nd floor, AL- SAMAD

COMPLEX,3-6-12 & 3-6-13, OPP.T.T. D,
8 Hyderabad Kunal Shah Andhra Pradesh and Telangana
Himayatnagar, Hyderabad, Telangana state-
Pin code 500 029

IDFC First Bank

9 Jaipur Neha Gothwal K-12, Malviya Marg Rajasthan
C Scheme, Jaipur – 302002

IDFC FIRST Bank, Ground Floor, Premises

bearing number -17/3-B, Meghdoot Hotel Uttar Pradesh (excluding Districts of
10 Kanpur Gaurav Modi
Building, Mall Road, Kanpur, KANPUR NAGAR Ghaziabad and Gautam Budh Nagar)
– 208001
Ground floor, Vishnu Chambers, J-4, Block
11 Kolkata Rakesh Upadhyay GP, Salt Lake Sector 5, Biddhannagar, West Bengal and Sikkim
Kolkata-700091
IDFC FIRST Bank, 3rd Floor Building no 2,
Raheja Mindspace, Juinagar, MIDC Industrial
12 Mumbai Meenakshi Saliyan Maharashtra and Goa
Estate, Shiravane, Nerul, Navi Mumbai,
Maharashtra 400706

Delhi, Haryana (except the districts of

IDFC FIRST Bank, 2nd Floor Express Building
Ambala, Yamuna Nagar and Panchkula),
13 New Delhi Sachin Choudhary 9-10 Bahadur Shah Zafar Marg New Delhi-
and the districts of Ghaziabad and
110002
Gautam Budh

Ground floor, Vishnu Chambers, J-4, Block

14 Patna Rakesh Upadhyay GP, Salt Lake Sector 5, Biddhannagar, Bihar
Kolkata-700091

IDFC FIRST Bank, Plot No.7B, Gandhi Kerala and Union Territory of
Thiruvanant Sathya Jegadeesh
15 Mandapam Road, 1st Floor, Kotturpuram, Lakshadweep and Union Territory of
hapuram Rajagopal
Chennai – 600085. Puducherry (only Mahe Region).
 S.
Branch Nodal Officer Name Nodal officer Address Coverage Area
No

IDFC FIRST Bank ,59/3 Ground & 2nd floor

State of Uttarakhand and also the seven
16 Dehradun Manoj Pandey RAJPUR Road Dehradun, next to IDBI
districts of Western Uttar
BANK UTTARAKHAND - 248001

Ground floor, Vishnu Chambers, J-4, Block

17 Ranchi Rakesh Upadhyay GP, Salt Lake Sector 5, Biddhannagar, Jharkhand
Kolkata-700091
IDFC FIRST Bank Ltd, Regional Office, 5th
18 Raipur Bablu Patel Floor, Moti Mahal Palladium, Raipur, Chhattisgarh
Chhattisgarh-492001
IDFC FIRST Bank, SCO 169-170 Madhya
19 Jammu Dhirendra Singh Jammu & Kashmir
Marg Sector 8C, Chandigarh- 160009

• Nodal Officer

IDFC FIRST Bank Ltd. Building no.2, Raheja Mindspace, MIDC Industrial Area, Shiravane, Juinagar, Nerul, Navi Mumbai –
400706, Maharashtra, India Landmark: Raheja Universal or Honda Service Center
Email ID: - [email protected]
Number: - 022-41652700
Timing – Monday to Saturday – 9:30 to 18:00 (except 2nd and 4th Saturdays and all bank holidays)

If you have not received a satisfactory response at Level 2 within 7 days, please escalate to our Principal Nodal
Officer

Level 3- PNO Address

The Principal Nodal Officer:

Mr. Vipul Raj
IDFC FIRST Bank Ltd. Building no.2, Raheja Mindspace, MIDC Industrial Area, Shiravane, Juinagar, Nerul, Navi Mumbai –
400706, Maharashtra, India Landmark: Raheja Universal or Honda Service Center
Email ID: - [email protected]
Number: - 1800 209 9771 (24*7)
 Standard Turn-around Time (TAT) for broad level of Requests / Queries / Complaints

Mentioned below is the range of TATs applicable for Requests or Queries or Complaints within a broad
classification

Turn Around
Request / Query / Complaint
Time Remarks
Classification
(In working days)
Concerns where cash not dispensed from IDFC FIRST
2-7 bank ATM / other bank ATM. Cases of chargeback where
transaction claimed as successful.
ATM Related
Concerns where cash not dispensed from International
2 - 30 Other Bank ATM. Cases of chargeback where transaction
claimed as successful.

2 - 35 UPI / IMPS Transactions including wrong transfer

12 - 40 POS / Ecom Transactions

Transaction / dispute related
90 - 120 Credit Cards Transactions

90 Unauthorized transaction dispute related (calendar days)

Queries / Requests pertaining to Account maintenance /

Account activation / Account conversion / Account
1-7
transfer / Account upgrade / Account freeze and
Account Management unfreeze / Lien deletion
Updation of death of primary / non primary account
3 -15
holder

Queries / Requests pertaining to account opening/

Account Opening / Closing 3-7
account closing/ status of account
Queries / Request pertaining to technical Processing /
Net Banking /
1-7 Servicing issues faced for net banking and mobile app as
Mobile App Related
a product or services.

Credit Card Application Related 5-7 Credit Card application & Add-on processing TAT

Queries / Request pertaining to disputes to Collection

Collection Related 3 - 15
calls / Loan settlement.
 Turn Around
Request / Query / Complaint
Time Remarks
Classification
(In working days)
Queries / Requests pertaining to Credit Card life cycle
related such as Reissue / Replacement / Limit related /
Credit Cards Life Cycle Related 3-7
Duplicate Statement related / Bill Cycle related / Blocking
& unblocking related
Queries / Requests pertaining to modification or
Demographics Related 3-7 updation of Mobile Number / Address / Email / Name /
Date of Birth / Signature / Aadhaar / PAN / GST

5 - 15 Queries / Requests pertaining to insurance products

Third Party Product Related
30 Accidental / Theft / Death Claims

Queries / Requests pertaining to Welcome Kit Related /

Deliverables Related 4 -6
Delivery Dispute / Delivery status / Dispatch status

Credit Card Rewards & Benefits Queries / Request pertaining to rewards points credit /
3-5
Related redemption

Queries / Request pertaining to Bureau updation /

CIBIL / Bureau Related 7 - 30
Suppression

Queries / Request pertaining to Loan Closure / NOC /

Loan Closure 4 - 15
Excess Refund

Queries / Request pertaining to Waiver of charges /

Charges Waiver / Refund 3 - 15
Excess Refund

Payment Related 3 - 20 Queries / Request pertaining to Payment Updation

Certain queries where there are dependencies on external parties for a resolution warrant a higher TAT towards
resolution. An indicative example is queries or complaints of the following types:

• Retrieval of CCTV footage from Acquirer Banks

• Disputed POS transaction – Reversal request raised to acquirer through network

• Disputed Online payments – Reversal requests raised through third party aggregators Request / Complaint
Classification Turnaround Time (In working days)