title = "Complaint Redressal and Escalation"

content = """
Banks are required to have a complaint redressal mechanism. Customers
can lodge complaints at the branch, through the helpline, or via the
bank's complaint portal or app.

**First level:** Branch manager or customer care. Many issues (e.g.
wrong debit, failed transaction, service delay) are resolved here.
The customer should note the complaint number and the official's name.

**Response time:** Banks typically acknowledge complaints within a
few days and resolve or respond within a defined period (e.g. 2–4
weeks for general complaints) as per RBI guidelines.

**Escalation:** If the branch or customer care does not resolve the
issue, the customer can escalate to the nodal officer (details on
the website and in branch). For unresolved complaints, the customer
can approach the Banking Ombudsman (RBI) or the Consumer Forum.

**Pragati Bank:** The retail agent can inform customers about the
helpline, branch, and complaint portal, and advise them to note
the complaint reference number and escalate if needed.
"""  # noqa: E501

version = "0.0.1"
