How to File a Complaint with the Banking Ombudsman in India

The Reserve Bank of India (RBI) appoints officials known as Banking Ombudsman who is responsible for solving customer complaints regarding banking services. Currently, there are 15 Ombudsmen appointed by RBI across different states to resolve customer complaints. They can also be appointed by a quasi-judicial authority functioning under the Banking Ombudsman Scheme, 2006. Read on to know more about the Banking Ombudsman, the types of complaints you can file, how to file a complaint and more. 

Types of Complaints Accepted by Banking Ombudsmen

Any customer can lodge a complaint with the banking ombudsman regarding the following concerns:

• Non-payment or delayed payment of inward remittance 
• Failure/delay in collection or payment of cheques, drafts or bills, etc.
• Non-acceptance of denomination notes or coins or charging a commission for doing so unreasonably
• Non-compliance with norms and regulations set by the bank
• Refusal to close accounts or delay in doing the same
• Closing customer accounts without his/her acknowledgement 
• Any financial loss experienced by a customer due to misleading information provided by the bank
• Failure in honouring guarantee or letter of credit commitments 
• Refusal in opening a deposit account without sufficient reason 
• Imposition of charges or fees without any previous notice to a customer
• Non-adherence to rules and guidelines set by RBI with regard to ATM, debit card and credit card transactions 
• Not complying with  guidelines regarding internet or mobile banking services in India 
• Delayed services in relation to government securities or bonds 
• Pursuing a customer for an insurance policy while availing of a loan
• Rejection of loans on unreasonable grounds 
• Non-updated CIBIL records
• Fraudulent activities of funds using net banking facility 
• Non-adherence to RBI directives for any purpose 

How to File a Complaint with Banking Ombudsman?

If you want to file a complaint with the banking ombudsman, there are both online and offline procedures for it.

To file a banking ombudsman online complaint, follow these steps:

Step 1: Visit the Reserve Bank of India complaint portal.

Step 2: Choose ‘Banking Ombudsman’.

Step 3: You will have to answer the following question:

• Have you made a written complaint with the bank?

Step 4: If you choose ‘YES’, then you will be asked if it has been more than 30 days since lodging the complaint.

Step 5: If your answer to both questions is ‘YES’, then you need to provide the following details:

• Bank name 
• Account number 
• Mobile number 
• Complainant name 

Step 6: You will be redirected to the application form post completion of providing the above details. 

Step 7: Select the applicable Banking Ombudsman Office. 

Step 8: You can also attach documents as proof against the bank.

If you want to file a complaint offline, you need to download the banking ombudsman complaint form and fill it up. Provide your contact information and of the bank to which you are lodging a complaint. You can send it to one of the 15 ombudsman offices under the right jurisdiction. 

Also Read

What is Loan Moratorium in Banking – Eligibility, Products and How it Works

How to Detect and Protect Yourself Form Credit Card Fraud?

Conditions under Which Banking Ombudsman Can Reject Your Complaint 

RBI banking ombudsman will reject your complaint under the following circumstances:

• No complaint has been lodged with the respective bank. 
• The complaint has already been made and is waiting for disposal. 
• Complaint made has no sufficient cause or is unreasonable.  
• The complaint matter has already been considered in previous proceedings at the Banking Ombudsman office.

Banking ombudsmen will also reject a complaint if no complaint has been made within a year since the date of reply from the bank. Also, if there was no reply from the bank, then the complaint to Banking Ombudsman is filed after a period of one year and a month from the date of complaint made to the banking authority.

Final Word

If you have a reasonable situation which should be dealt with and there has not been enough assistance from the bank, then you can make use of this judicial authority. However, before any proceedings, the Banking Ombudsman conducts a thorough investigation. So you should be careful while filing your complaint. 

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