How to File Complaint with Banking Ombudsman?

Last updated on December 25th, 2024 at 03:58 pm

Banking Ombudsman is an appellate authority for resolving customer disputes with the banking services provided. It is an authority created by RBI the regulatory authority of the Banking sector.

Banking Ombudsman provide a Free and Quick resolution to the issues faced by customers with the Banking sector. Apart from resolving issues BO also have a power to provide award for the delay in service provided.

In this article we will explain about what type of complaints you can make and How to make it.

Table of Contents

Need for Banking Ombudsman

Banking Ombudsman is an auxiliary service provided by the RBI to resolve the issues not solved by the Banks Grievance mechanism.

Banking Ombudsman was there for the public from 1995, the Ombudsman also evolved with the time and new banking tools.

But in recent times the awareness of the people towards the BO has improved. Thanks to the digital media and the promotion by the RBI to educate people about the same.

The Reserve Bank – Integrated Ombudsman Scheme(RB-IOS), 2021

The Reserve Bank – Integrated Ombudsman Scheme(RB-IOS), 2021 has replaced the previous schemes. And it came with the really important provisions to help the customers in resolution.

Provisions of RB-IOS, 2021

The Scheme integrates the existing three Ombudsman schemes of RBI namely, (i) the Banking Ombudsman Scheme, 2006; (ii) the Ombudsman Scheme for Non-Banking Financial Companies, 2018; and (iii) the Ombudsman Scheme for Digital Transactions, 2019.
The Scheme is framed by the RBI will provide cost-free redress of customer complaints involving deficiency in services rendered by entities regulated by RBI, if not resolved to the satisfaction of the customers or not replied within a period of 30 days by the regulated entity.
In addition to integrating the three existing schemes, the Scheme also includes under its ambit Non-Scheduled Primary Co-operative Banks with a deposit size of ₹50 crore and above. The Scheme adopts ‘One Nation One Ombudsman’ approach by making the RBI Ombudsman mechanism jurisdiction neutral.

Salient Features of RB-IOS, 2021

It will no longer be necessary for a complainant to identify under which scheme complainant should file complaint with the Ombudsman.
The Scheme defines ‘deficiency in service’ as the ground for filing a complaint, with a specified list of exclusions. Therefore, the complaints would no longer be rejected simply on account of “not covered under the grounds listed in the scheme”.
The Scheme has done away with the jurisdiction of each ombudsman office.
A Centralised Receipt and Processing Centre(CRPC) has been set up at RBI, Chandigarh for receipt and initial processing of physical and email complaints in any language.
The responsibility of representing the Regulated Entity and furnishing information in respect of complaints filed by customers against the Regulated Entity would be that of the Principal Nodal Officer in the rank of a General Manager in a Public Sector Bank or equivalent.
The Regulated Entity will not have the right to appeal in cases where an Award is issued by the ombudsman against it for not furnishing satisfactory and timely information/documents.
The Ombudsman is a quasi-judicial authority appointed by RBI to redress customer complaints against deficiency in services provided by the Regulated Entities and endeavours to reach a settlement between the customers and banks through conciliation and/or mediation and in the event of failure to arrive at the settlement, passes an award against the bank / regulated entity.

What type of Complaints are accepted?

Thus with the introduction of The Reserve Bank – Integrated Ombudsman Scheme(RB-IOS), 2021 the RBI has done away with the limitaiont on what kind of the complaint can be made.

Thus the customer can file complaint with Banking Ombudsman if there is a Deficiency in Service by the bank.

Exclusion on Complaints

The complaint will not be considered for resolution if

One has not approached his bank for redressal of his grievance first.
One has not made the complaint within one year from the date one has received the reply of the bank or if no reply is received if it is more than one year and one month from the date of representation to the bank.
The subject matter of the complaint is pending for disposal / has already been dealt with at any other forum like court of law, consumer court etc.
Frivolous or exatious.
The institution complained against is not covered under the scheme.
The subject matter of the complaint is not within the ambit of the banking ombudsment .
If the complaint is for the same subject matter that was settled through the office of the Banking Ombudsman in any previous proceedings.

How to file a complaint with Banking Ombudsman?

Any person who has a grievance against a bank can file a complaint himself or through his authorized representative (other than an advocate).

The complaint must have a following details mentioned in.

Name and Address of the complainant.
Name and Address of the Branch of the Bank against which the complaint is made.
The reson for the complaint.
The Nature and Loss made by the complainant.
The relief required
Proof of the complaint made to the bank. Copies of the complaint documents.

The complaint can be filed on Both Offline and Online mode.

Application through Offline

You can file a complaint offline through the Office of the Banking Ombudsman.

Duly fill the Form of the Complaint along with the necessary documents and submit it to the BO Office.

At present there are 22 Banking Ombudsman offices are there in the country. Complainant or the representative on behalf of the complainant can submit the Complainant to the official.

Application through Online

Making a complaint with Ombudsman through the online mode is simple and easy compared to the offline mode.

You can make a complaint through the RBI’s portal for redressal at https://cms.rbi.org.in. You can also alternatively can send a mail to the Office at CRPC@rbi.org.in with the necessary details.

Conclusion

Banking Ombudsman has created a better banking system and experience for the customers with the control over the service provided to the customers.

With the technological developments occurring in the banking industry there are more and more issues arising. To be fair the banks are doing the best they can to avoid discomfort to the customers.

But if you face any issues in resolving your complaint with the bank you can go for the Banking Ombudsman for the resolution.