Cir. No.

103/2010 - Recording Unprocessed Client Instructions

How to record: All unprocessed instructions should be entered in the register as per the format
specified.

Date of receipt Instruction Customer Account Number Reason for

Signature
of instruction type name / Cust id hold

Where to Store: Staff should ensure that all unprocessed client requests are kept in a separate
folder labeled as “Pending Customer Requests”.

The folder is to be kept in the FRFC under lock and key overnight. The date of receipt of the
instruction at branch should be stamped on the instruction

Branch actionable: In case the request is lying unprocessed due to pendency from the customer
then the customer to be tele-called and informed

If the customer is not contactable a letter should be dispatched within 48 hours informing the
exact nature of discrepancy and action expected from the customer. Copy of the letter is to be
kept on record

In case of no response from customer: In case the customer does not approach the bank within
15 days from the date of dispatch of letter / telephone call, the unprocessed request to be
defaced and filed.

BM review: Branch Manager to review the register at periodic intervals and ensure that no
requests are lying unattended. All unprocessed requests should be maintained under lock and
key and not lying in open drawers of the processing staff.

The BM should ensure that the reasons for requests remaining unprocessed are beyond the
control of the bank and there is evidence of customer communication / contact.