It often happens that bank employees do not listen to us and make us visit multiple times to the branch for even petty solutions. In some cases, the customer has to suffer even if the fault is from the bank side. This situation makes us perplexed and we don’t know where to go and with whom to register our complaint. Well, if you too had been in such a situation, here is the solution in the form of a Banking ombudsman.
The Banking Ombudsman Scheme deals with the resolution of complaints of bank customers regarding certain services offered by banks. The Banking Ombudsman Scheme was first implemented in the year 1995.
Who or what is the Banking ombudsman?
It is a person appointed by the Reserve Bank of India to resolve customer complaints regarding certain deficiencies in banking services. All scheduled commercial banks, regional banks and scheduled primary co-operative banks are covered under this scheme.
It is a quasi-judicial authority. It reserves the right to call upon both the parties, viz. the bank and the customer, to facilitate resolution of complaints through consultations. Their offices are mostly located in the state capitals.
The Banking Ombudsman may consider complaints received from NRIs having accounts in India in respect of their remitted deposits from abroad and other bank related matters. Moreover, the Banking Ombudsman does not levy any fee for redressal of customer complaints.
It provides a statistical and legal framework for redressal of complaints relating to banking services and other matters as specified in the Scheme.
What types of matters are covered in this?
- Non-acceptance of low denomination notes provided for payment for any purpose without sufficient cause or to charge any commission in this regard.
- Non-compliance with the Reserve Bank’s instructions with regard to the rate of interest applicable to deposits in savings, current or other accounts maintained by the Bank, non-payment of deposits, non-credit or delay in crediting of income to the accounts of the parties.
- Delay in receipt of export receipts, processing of export bills, collection of bills, etc., for exporters, provided such complaints pertain to the bank’s operations in India.
- Non-compliance by the Bank or its subsidiaries on instructions of the Reserve Bank on ATM / Debit Card operations or Credit Card operations.
- Delay in disbursement or non-disbursement of pension.
- Refusal or delay in issuance of Government securities, or inability to provide service or delay in rendering or liquidation of service.
- Forced closure of credit accounts, refusal to close or delay in closure of accounts without sufficient notice or sufficient cause.
How to file a complaint with ombudsman?
In order to file a complaint online for the Banking Ombudsman, you need to follow these steps.
- After successfully opening the website, You have to click on ‘File a Complaint’ here’.
- After clicking here, another new page will open in front of you.Now,you have to choose the type of entity against which you are filing a complaint.
- After that fill all the required information step by step and register your complaint.
- Before submission it will ask whether you have given a complaint in writing to the bank, then do Yes and if you have not given a complaint then proceed to No.
- After filling this form, you have to click on the submit button, on clicking submit, your complaint will go to the Banking Ombudsman and your problem will be resolved within 30 to 45 days.
- A complaint number will be generated and you can track your complaint status by opening https://cms.rbi.org.in/cms/IndexPage.aspx?aspxerrorpath=/cms/cms/indexpage.aspxand clicking on Track your complaint.