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.
Any customer can lodge a complaint with the banking ombudsman regarding the following concerns:
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:
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:
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.
RBI banking ombudsman will reject your complaint under the following circumstances:
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.
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.
Ans: The banking ombudsman would consider the following factors for compensation against harassment and mental agony:
– Expenses incurred by the complainant.
– Loss of time by the complainant.
Ans: If a complainant is not satisfied with the resolution offered by the Banking Ombudsman, then the concerned person can contact the Appellate Authority. One has to do it within 30 days from the date of receiving a reply from the Banking Ombudsman.
Ans: RBI appoints its officers in the rank of Chief General Manager or General Manager as Banking Ombudsman.
Ans: Currently, there are 22 Banking Ombudsmen offices for all states and Union Territories in India administered by the Reserve Bank of India.
Ans: The Banking Ombudsman can consider awarding a maximum compensation of Rs. 1,00,000 to the complainant against mental agony and harassment.
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