Your concerns matter. We're here to help.
The Consumer Assistance Management System (CAMS) provides a clear process for raising concerns, requesting assistance, and receiving feedback about your banking experience.
ICCBCustomer CareICCB Assistance
We're here to help with your banking concerns.
COOPERATIVE BANK
Choose your assistance channel
Select the channel that is most convenient for you. Our team will guide you through the next steps.
Helpdesk / Phone
Speak with our customer assistance team about your concern or inquiry.
QR Code / Online
Use the bank's official online concern form, when available, to submit your concern digitally.
Send your concern and relevant details to the customer care email address.
Walk-in
Visit a branch and ask the appropriate staff for help submitting your concern.
What happens after you contact us?
Our assistance process follows three key stages, from receiving your concern to providing feedback.
Receive & log
Your concern is received, recorded, and referred for appropriate assessment and handling.
Review & investigate
The responsible team reviews the details and conducts the necessary investigation based on the nature of the concern.
Resolve & provide feedback
The findings or outcome are communicated through the appropriate contact channel.
Expected turnaround times
Processing time depends on the type of concern and the investigation required.
| Stage | Concern type | Target TAT |
|---|---|---|
| Case logging | All concerns | Within 2 days |
| Investigation | Simple | 7 days |
| Investigation | Complex | 45 days |
| Feedback | Simple | 9 days |
| Feedback | Complex | 47 days |
Please confirm all timelines, working-day calculations, and service commitments with ICCB's approved consumer assistance policy before publishing.
Need help with a banking concern?
Contact ICCB Customer Care or send us an email. Please provide enough information to help us understand your concern. Never include your password, PIN, or one-time password.