Professional Documents
Culture Documents
Many of us have faced frustrating situations like these with the bank officials. Probably,
for an extra levy of bank charges, inaccurate reflection of TDS in our Form 26AS and
so on. In spite of continuous follow up with the Bank Authorities, our grievances remain
unresolved.
The question is what do we do in such situations? Do we simply keep quiet and allow the
bank officials to continue charging us?
Let’s now review the customer redressal mechanism applicable to the banking industry.
If a customer is unhappy with the services provided by the Bank, the customer has
every right to complaint to the grievance cell of the Bank. In case, the Bank does not
take action, then the customer can raise the issue with the Internal Ombudsman of the
relevant bank. The RBI has also taken steps to strengthen the Internal Ombudsman
and make them more independent. However, many customers feel that even though
the Bank has a grievance system and an Internal Ombudsman, many of their
complaints remain unresolved and they will be forced to approach the external
Banking Ombudsman.
The next question is on being unhappy with the services provided by the Bank, can I
directly lodge a complaint with the Banking Ombudsman instead of raising a complaint
with the grievance cell?
The answer to it is “NO”. A customer can file a complaint with the Banking
Ombudsman only if he has not received a reply after one month from the time he has
raised a complaint with the concerned bank. Further, if he is not satisfied with the
reply given, the customer can proceed to the Banking Ombudsman
Regarding loans and advances, complaints with respect to the following areas can be
lodged:
1. The Bank has not been approached for redressal of the grievance.
2. No complaint has been made within one year from the date of receipt of the
reply of the bank or if no reply is received, and, the complaint to Banking
Ombudsman is made after the time period of one year and one month from
the date of complaint to the bank.
3. The subject matter of the complaint is pending for disposal / has already been
dealt with at another forum
4. Frivolous or vexatious complaints.
5. If the complaint has the same subject matter that was settled in the past
through the office of the Banking Ombudsman in any proceedings.
https://secweb.rbi.org.in/BO/precompltindex.htm
o Bank Name
o Account No
o Complainant Name
o Mobile No
Once the details are filled, the website is redirected to the complaint form.
The applicable Banking Ombudsman office under whose jurisdiction the case is
applicable needs to be selected
There is also an option to upload documents as evidence against the concerned bank.
Points to remember
Limit on the amount of compensation (Award): The amount, to be paid by the
bank to the complainant (The person registering the complaint) by way of
compensation for any loss suffered by the complainant is the lower of