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Punjab National Bank was established by Lala Lajpat Rai in the year 1895 (107 years ago) with "Swadeshi Capital" at Lahore. Presently, it has the largest branch network with over 4200 branches spread over every nook and corner of India. The bank also has 10 International Banking Branches to its credit with ISO9002 certification. The current Chairman and Managing Director Shri S. S. Kohli, is spearheading the cause of providing a better service to the bank's customers.

A pioneer in introducing new banking systems and procedures, the quantum of business handled by Punjab National is over 70,000 crore rupees. PNB has a long association with defence organisations and personnel. The bank lays special emphasis on thrust areas such as Retail Lending and identified financing under Housing, Vehicle and Consumer Durable items. Also special scheme to Traders on liberal terms and conditions. The turnover of export and import business registered a growth of 19% during the year 1999-2000 and was over 40,000 crore.

PNB has been a leader in banking history by adopting international ISO quality standards for service and operation. There are over 257 offices in India with ISO9002 certification. Net banking at PNB is an initiative for 21st century banking. Apart from this, Shri Kohli also announced that the bank would be venturing into the insurance sector with a foreign partner.

Vision


To be India’s most profitable universal bank.

Mission


Punjab National Bank’s mission is to profitably serve the banking and financial service needs of the nation everyday and everywhere. It aims to be the most profitable broad universal bank in India delivering excellent customer service, providing its employees challenging and rich career opportunities and offering its owners the highest returns. It will do so without violating its role as a responsible corporate citizen cognizant of its commitment to the country at large.

Citizen's Charter


  A Charter for Customer Services

The ability of the banking industry to achieve the socio-economic objectives and in the process bringing more and more customers into its fold will ultimately depend on the satisfaction of the customers. We have a strong belief that a satisfied customer is the foremost factor in developing our business.

A need was felt by us at Punjab National Bank that in order to become more customer friendly the Bank should come out with Charter of its services for the customers. Citizens' Charter concept was considered as a base instrument to fill this need and accordingly this document was prepared. This document was made in consultation with the users and highlights our Bank's commitments towards the customer satisfaction, thus ensuring accountability and responsibility amongst its officials and staff. This Code for customers not only explains our commitment and responsibilities along with the redressal methods but also specifies the obligation on the part of customers for healthy practices in Customer-Banker relationships.

This is not a legal document creating rights and obligations. The Code has been prepared to promote fair banking practices and to give information in respect of various activities relating to customer service.

We wish to acknowledge the initiative taken by the Ministry of Finance, Government of India and Ministry of Administrative Reforms and Public Grievances for encouraging us to bring out this Code.

We maintain constant consultations with our clientele through various Seminars, Customer Meets, etc. to evaluate, improve and widen the range of service to customer. However, all our customers are requested to keep us informed of their experiences about the various services rendered by the Bank and feel free to comment on this Code. We intend to bring it out in many Regional Languages in subsequent years.

The Citizen's Charter of our Bank is described hereunder and can be viewed by clicking the following:

  1. Common Practices Followed By Our Branches
  2. Fair Banking Practices
  3. Common Areas Of Customer-Banker Relationship
      3.1 Savings Fund Account
      3.2 Current Account
      3.3 Term Deposit Account
      3.4 Payment Of Balance In Accounts Of The Deceased Customers To Survivors/Claimants
      3.5 Standing Instructions
      3.6 Safe Deposit Lockers/ Articles In Safe Custody
      3.7 Nomination
      3.8 Pension Payments(Applicable To Public Sector Banks Only)
      3.9 Remittance Services(Including Cash Order And Issue Of Duplicate Drafts Etc.)
      3.10 Collection Services
      3.11 Exchange Of Soiled/ Slightly Mutilated Currency Notes At Public Sector Banks
      3.12 Interest On Deposits
      3.13 Service Charges
  4. Time Norms For Various Banking Transactions
  5. Highlights On Additional Areas
      5.1 Foreign Exchange Transactions
      5.2 International Banking Branches
      5.3 Nri Accounts
      5.4 Credit Card Facility
      5.5 Personal Loan Schemes (Viz. Housing,Consumer Durable ,Car Etc.)
  6. Redressal Of Complaints
  7. Addresses And Telephone Numbers Of Zonal Offices & Regional Offices
  8. Addresses Of Banking Ombudsmen
Copyright © 2002 Punjab National bank