Druk PNB Bank Limited(DPNBL) incorporated in Bhutan is a Joint Venture Bank with 51% share holding by Punjab National Bank, a leading public sector Bank in India.

Online services

Key Commitments

We promise to:

a. Act fairly and reasonably in all our dealings with you by:
meeting the commitments and standards in this Code, for the products and services we offer, and in the procedures and practices our staff follow.
making sure our products and services meet relevant laws and regulations.
our dealings with you will rest on ethical principles of integrity and transparency.

b. Help you to understand how our financial products and services work by:
giving you information about them in plain English and/or the local language.
explaining their financial implications and.
helping you chooses the one that meets your needs.

c. Deal quickly and sympathetically with things that go wrong by:

correcting mistakes quickly
handling your complaints quickly
telling you how to take your complaint forward if you are still not satisfied and
reversing any bank charges that we apply due to our mistake.

d. Publicise this Code, put it on our website and have copies available for you on request.

2. Helping you to choose products and services, which meet your needs

2.1 Before you become a customer, we will:
give you clear information explaining the key features of the services and products you tell us you are interested in
give you information on any type of account facility which we offer and may suit your needs
tell you what information we need from you to prove your identity and address and to comply with legal and regulatory requirements, and
request for additional information about you and your family to build a database but such information can be furnished by you only if you wish and we will not compel you to give these information for opening your account.

2.2 We will tell you if we offer products and services in more than one way {for example, through ATMs on the internet, over the phone, in branches and so on} and tell you how to find out more about them.

2.3 Once you have chosen an account or service, we will tell you how it works.

2.4 When you open a single account or a joint account, we will give you information on your rights and responsibilities.

2.5 We recommend that you avail nomination facility offered on all deposit accounts, articles in safe custody and safe deposit vaults.

2.6 We will guide you how we will deal with deposits and other assets held with us in the name of a deceased person in the absence of nomination.


3.1 You can find out about our interest rates by:
looking at the notices in our branches
phoning our branches
looking on our website; or
asking our designated staff.

3.2 When you become a customer, we will give you information on the interest rates which apply to your accounts, and when we will pay interest on your deposits or debit interest on your loan accounts. We will also tell you our website address, our help line numbers and the other ways in which you can find out about changes in the interest rates.

3.3 We will explain how we apply interest to your account.

4. Changes in interest rates

4.1 When we change the interest rates on our products, we will update the information on our website within three working days.

4.2 Interest on savings accounts

At the time of opening of the account, we will inform you of the rate at which interest is paid on your savings deposits and how it is calculated and its periodicity.


5.1 When you become a customer, we will give you upfront details of any charges applicable to the products chosen by you.

5.2 You can also find out about our charges by:

asking our staff at the branch where you have your account
phoning our branches or
looking on our website

5.3 If we increase any of these charges or introduce a new charge, it will be notified at least 15 days before the revised changes are levied/become due.

5.4 We will tell you the charge for any other service or product before we provide that service or product, and at any time you ask.

5.5 We will give you details of any charges we levy for using ATMs.



6.1 To help you manage your account and check entries on it, we will give you account statements at regular intervals unless this is not appropriate type of account for the type of account you have [like an account where you have a passbook]

6.2 We will normally provide you with a statement periodically as per our policy. You can ask us to provide you with account statements more often than is normally available on your type of account, but there may be a charge for this service.

6.3 You will also be able to see your last few transactions on ATM or through your internet account wherever such facilities are available with us.

6.4 We will also send you statement of accounts by e-mail, if you so desire, provided we have such facility with us.

Cash transactions

6.5 You should count notes and ensure correctness before leaving the cash counter.

6.6 Avoid writing anything on the face of the notes and co-operate with us by remitting notes in unstapled/unstitched conditions as required under RMA?s clean Note Policy.

Cheques issued by you

6.7 We will keep original cheques paid from your account or copies, for such periods as required by law.

6.8 If, within a reasonable period after the entry has been made on your statement, there is a dispute about a cheque paid from your account, we will give you the cheque or a copy as evidence.

6.9 In the event your cheque book, passbook or ATM/Debit card has been lost or stolen, or that someone else knows your PIN or other security information, we will, on your notifying us, take immediate steps to try to prevent these from being misused.



7.1 We will treat all your personal information as private and confidential [even when you are no longer a customer]. We will not reveal transaction details of your accounts to a third party, including entities in our group, other than in the following four exceptional cases when we are allowed to do.

If we have to give the information by law.

If there is a duty to the public to reveal the information

If our interests require us to give the information {for example, to prevent fraud} but we will not use this as a reason for giving information about you or your accounts {including your name and address} to anyone else, including other companies in our group, for marketing purposes.

If you ask us to reveal the information, or if we have your permission to provide such information to our group/associate/entities or companies when we have tie-up arrangements for providing other financial service products.

7.2 Wherever we have installed CCTV for close surveillance as part of security arrangements, the same will be indicated.


This section is all about what you can do to help prevent your accounts being misused.

Communication Link

8.1 Please make sure you let us know as soon as possible when you change your:



phone number

e-mail address [if this is how we communicate with you]

Checking your account

8.2 We recommend that you check your statement or passbook regularly. If there is an entry, which seems to be wrong, you should tell us as soon as possible so that we can sort it out.

8.3 If we need to investigate a transaction on your account you should co-operate with us and the police or any other authority, if we need to involve them.

Taking care

8.4 The care of your cheques, passbook, cards, PINs and other security information is essential to help prevent fraud and protect your accounts. Please make sure that you follow the advice given below:

Do not keep your cheque book and cards together.

Do not keep/leave the signed blank cheque.

Do not allow anyone else to use your card, PIN and other security information.

If you change your PIN you should choose your new PIN carefully.

Always learn your PIN, password and other security information, and destroy the notice as soon as you receive it.

Never write down or record your PIN, password and other security information.

Always take reasonable steps to keep your card safe in your personal custody and your PIN, password and other security information secret at all times.

Keep your card receipts safe and dispose of them carefully.

Never give your account details, password or other security information to anyone unless you know who they are and why they need them.

Precautions while using internet banking facilities

8.5 Avoid accessing the site through a link from another site and verify the domain name displayed to avoid spoof websites.

8.6 Ignore any e-mail asking for your password or PIN.

8.7 We advise you not to use cyber cafes to access our internet banking site.

8.8 We advise you to update your PC with latest anti virus software regularly. A suitable firewall installed in a computer to protect your PC and its content from outsiders on the internet would be an added security measure.

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