Frustrated with your bank? You can complain to a Banking Ombudsman!
Ankit: “Hi Sunny, How are you?”
Sunny: “Bad”, I unnecessarily lost Rs 500.”
Ankit: “What happened, did you lose a bet or something?”
Sunny: “No. I actually had a failed transaction of Rs 500 last week, and my bank account got debited with Rs 500.”
Ankit: “Oh! So, what now?”
Sunny: “I complained to the bank and they said it should get credited within 24 hours, but I haven’t received it yet.”
Ankit: “Don’t worry, you can take this matter to the Banking Ombudsman”
Sunny: “Who is that?”
If you have had a similar experience and would like to get some help from Banking Ombudsman, read the article below.
Who is a Banking Ombudsman?
A Banking Ombudsman refers to an official who solves the grievances and complaints of customers. This officer is appointed by the Reserve Bank of India. The service was set up in 1995 but due to its revisions was enacted in 2006. It covers all transactions relating to ATM/debit cards, credit cards, deduction of service charges by banks without prior intimation, unfair practices of banks and non-compliance by direct sales agents (DSAs) of banks for services promised while opening an account etc. Collectively, there are 15 Banking Ombudsman who are located in different areas.
All Scheduled Commercial Banks, Regional Rural Banks and Scheduled Primary Co-operative Banks come under the purview of the Banking Ombudsman.
One can file a complaint with the Banking Ombudsman if a reply is not received from the bank within one month of the bank receiving a complaint, or if the bank rejects the complaint, or if the complainant is not satisfied with the reply given by the bank.
The Banking Ombudsman deals with the following complaints:
- If there is a charge levied without any notice or intimation.
- If a charge is levied which is higher than the rate of interest linked to Benchmark Prime Lending Rate (BPLR) on housing loan.
- If there is a loss suffered by the customer due to any wrong doing by the bank.
- If an incorrect credit charge has been levied.
- If there is a fraudulent transfer of funds.
- If a credit card is lost in transit and fraudulent transactions occur.
- If a cheque in transit is lost.
- If Credit Information Bureau India Limited (CIBIL) records have not been updated.
- If the cheque is lost from the cheque drop box.
- If the bank closes the account without any intimation.
- If banks demands unnecessary documents for opening of account.
- If the bank makes changes in the terms and conditions without prior information.
- If a delay in service occurs.
- If the bank misuses or incorrectly sells insurance products.
- If the bank tries to coax/force the customer to make an investment or buy an insurance policy.
- If the bank rejects the application of a loan without any genuine reason.
- If the banking official misbehaves or harasses customers.
- If the bank closes its operation during official hours.
- If the bank does not make time timely payments or collections of drafts, cheques, bills etc.
- If the bank, for no valid reason, refuses to accept notes of small denominations and coins and charges commission thereof.
- If the bank does not pay or delays payment of inward remittances.
- If the bank fails to issue or delays issue of drafts, pay orders or bankers’ cheques.
- If the bank fails to provide delays providing a facility (apart from loans and advances) that is promised in writing by a bank or its direct selling agents.
- If a bank delays or does not credit proceeds to a person’s account, does not pay deposit or does not observe RBI directives.
- Complaints from NRI account holders of the bank with respect to their remittances from abroad, deposits etc.
- If the bank refuses to open the account without any valid reason.
- If the bank does not disburse or delays the disbursement of pension (only to the extent where the bank may be responsible).
- If the bank refuses or delays to issue, or refuses or delays the service of redemption of Government securities.
- If the bank delays or refuses to accept taxes as required by the RBI/government.
- If the bank delays or refuses to close an account.
- If the bank does not adhere to the provisions of the Code of Bank's Commitments to Customers issued by Banking Codes and Standards Board of India and as adopted by the bank.
- If the bank does not observe the RBI guidelines on engagement of recovery agents by banks.
- Any other matter which violates directives issued by the Reserve Bank with respect to banking or other services.
Following are two ways of filing complaint:
Online Complaint: You can fill the form online and upload all required documents to the system. The website is bankingombudsman.rbi.org.in/
Offline Complaint: Fill the form, attach all the required documents and mail it to the Banking Ombudsman. The jurisdiction-wise address is also provided on the website mentioned above.