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1. A \"Centralised Complaint Redressal Cell\" is a dedicated unit within an organization responsible for handling and resolving complaints from banks customers. 2. It typically involves receiving, investigating, and addressing grievances raised through various channels, with a focus on providing prompt and effective resolution. 3. Head-Centralised Grievance Redressal Cell is responsible for overall coordination of Greivance redressal team for ensuring timely resolution of customer complaints, conduct of RCA, MIS preparation, Co-ordination with Business Units and Branches for Closure of customer complaints, Coordination with Internal Ombudsman and closure of customer complaints. 4. Head-Centralised Grievance Redressal Cell is also act as the single contact point to the Senior Management Team to provide regular update on customer complaints. 5. The Head of Grievance Redressal is crucial in protecting the banks reputation, enhancing customer trust, and ensuring regulatory compliance. .