Kotak Customer Care: Credit Card Complaint Number, Email and Grievance Redressal Steps (2026)
News
by
Wisor
A charge on your Kotak credit card you didn't make. A refund that never came, recovery calls you shouldn't be getting, or a card that was sold to you on promises that turned out to be wrong. You've raised it with Kotak, and it's still not fixed.
Kotak Mahindra Bank has one of the fastest escalation timelines of any Indian bank: you can move up a level after just 2 working days. Here's how to raise a Kotak credit card complaint and escalate it, step by step.
Kotak credit card customer care: quick contacts
What you need | Contact |
|---|---|
Kotak customer care (24x7 helpline) | 1800 4100 |
Kotak complaint email ID | customersupport@kotak.com |
Online complaint | Kotak's online grievance form (choose Credit Card) or the Net Banking inbox |
Collections or mis-selling complaints | The dedicated "Collections and Misselling Complaints" option on Kotak's grievance page |
Level 2: Nodal Officer | nodalofficer@kotak.com or 022-62042110 |
Level 3: Principal Nodal Officer | pno@kotak.com or 022-62042120 |
Card fraud | Block the card through customer care or the app, then also report it on the National Cyber Crime Helpline, 1930 |
Is Kotak customer care 24x7? Yes. Kotak lists 1800 4100 as its 24x7 helpline.
How to raise a Kotak credit card complaint: step by step
Step 1 (Level 1): Raise your complaint with Kotak
Online: Kotak's online grievance form on its grievance redressal page. Select Credit Card as the product
Collections or mis-selling: use the separate "Collections and Misselling Complaints" option on the same page
Net Banking: the inbox section in Kotak Net Banking
Phone: 1800 4100
Branch: any Kotak branch
Post: Kotak Mahindra Bank Ltd., P.O. Box 16344, Mumbai – 400013
Email: customersupport@kotak.com. Kotak says the online options above get a quicker resolution, but you can still email if you prefer
You'll get a Service Reference Number. Keep it; you need it to escalate.
Step 2 (Level 2): Escalate to the Nodal Officer
If you haven't received a satisfactory response at Level 1 within 2 working days, email Kotak's Nodal Officer:
Email: nodalofficer@kotak.com
Phone: 022-62042110 (Monday to Friday, 10 am to 6 pm, excluding bank holidays)
Post: Nodal Officer, Kotak Mahindra Bank, ABR Emerald Building, Floor No. 8, Plot No. D8, Street 16, MIDC Central Road, Andheri East, Mumbai, Maharashtra – 400093
Kotak asks you to share your Service Reference Number and the details of your complaint in the email.
Step 3 (Level 3): Escalate to the Principal Nodal Officer
If you haven't received a satisfactory response at Level 2 within 2 working days, email Kotak's Principal Nodal Officer:
Email: pno@kotak.com
Phone: 022-62042120 (Monday to Friday, 10 am to 6 pm, excluding bank holidays)
Post: Principal Nodal Officer, Kotak Mahindra Bank, ABR Emerald Building, Floor No. 8, Plot No. D8, Street 16, MIDC Central Road, Andheri East, Mumbai, Maharashtra – 400093
Again, include your Service Reference Number and full details.
If Kotak decides to reject your complaint fully or partly, RBI rules require its Internal Ombudsman to review it before the final reply. That happens inside the bank; you don't need to apply for it.
Step 4: Go to the RBI Ombudsman
Kotak's own page says that if your grievance isn't resolved at the bank level within a month, you can approach the RBI Ombudsman:
Online: cms.rbi.org.in, where you can also track your complaint
Email: crpc@rbi.org.in
Help line (not for filing): 14448
You must file within 90 days of the bank's timeline expiring or its last reply, whichever is later. It's free, and you don't need a lawyer or an agent.
Use the personal banking escalation path
Kotak runs separate escalation paths for personal banking, NRI, private banking and commercial banking customers, each with different contacts. Credit card holders should use the personal banking path described above.
What changed with the RBI Ombudsman in July 2026
The Reserve Bank – Integrated Ombudsman Scheme, 2026 replaced the 2021 scheme from 1 July 2026:
2021 scheme | 2026 scheme | |
|---|---|---|
Deadline to go to the Ombudsman | Within a year | Within 90 days of the bank's timeline expiring or its last reply, whichever is later |
Compensation for consequential loss | Up to ₹20 lakh | Up to ₹30 lakh |
Compensation for time, expenses and harassment | Up to ₹1 lakh | Up to ₹3 lakh |
Your rights on common Kotak credit card complaints
Problem | What the RBI rules say |
|---|---|
Card not closed after you asked | The bank must close it within 7 working days of your request (once dues are cleared), or pay you ₹500 a day until it's closed |
Unauthorised transaction | Report it within 3 working days of the alert and your liability is zero |
Card charged but merchant not paid | POS and online card payments must be reversed within T+5 days, or the bank pays ₹100 for every day of delay |
Changes to charges | The bank must tell you at least 30 days before a change in charges takes effect |
How to write a Kotak complaint that gets resolved
Your name, registered mobile number and email
The last 4 digits of your Kotak credit card
Your Service Reference Number
Transaction date, amount and reference number
What went wrong, and the exact fix you want ("reverse the ₹499 annual fee charged on 3 September", not "fix my bill")
Statements, SMS alerts and screenshots as proof
FAQs
What is the Kotak credit card customer care number?
1800 4100. It's Kotak's 24x7 customer service helpline.
Is Kotak customer care available 24x7?
Yes. Kotak lists 1800 4100 as its 24x7 helpline.
What is the Kotak Mahindra Bank email ID for complaints?
customersupport@kotak.com. For a faster resolution, Kotak recommends its online grievance form, where you can select Credit Card as the product.
What is the email ID of Kotak's Nodal Officer and Principal Nodal Officer?
The Nodal Officer's email is nodalofficer@kotak.com (022-62042110), and the Principal Nodal Officer's email is pno@kotak.com (022-62042120).
How long should I wait before escalating a Kotak complaint?
2 working days at each level. If Level 1 doesn't resolve it within 2 working days, email the Nodal Officer. If the Nodal Officer doesn't resolve it within 2 working days, email the Principal Nodal Officer.
How do I complain about Kotak credit card mis-selling or recovery calls?
Use the "Collections and Misselling Complaints" option on Kotak's grievance redressal page.
How long do I have to go to the RBI Ombudsman?
Kotak says you can approach the RBI Ombudsman if your grievance isn't resolved within a month. You must file within 90 days of the bank's timeline expiring or its last reply, whichever is later.
