1. What is the Banking Ombudsman Scheme?
The Banking Ombudsman Scheme enables an expeditious and inexpensive
forum to bank customers for resolution of complaints relating to certain
services rendered by banks. The Banking Ombudsman Scheme is introduced
under Section 35 A of the Banking Regulation Act, 1949 by RBI with
effect from
1995.
2. Who is a Banking Ombudsman?
The Banking Ombudsman is a senior official appointed by the Reserve
Bank of India to redress customer complaints against deficiency in
certain banking services.
3. How many Banking Ombudsmen have been appointed and where are they located?
As on date, fifteen Banking Ombudsmen have been appointed with their
offices located mostly in state capitals. The addresses and contact
details of the Banking Ombudsman offices have been provided in the
annex.
4. Which are the banks covered under the Banking Ombudsman Scheme, 2006?
All Scheduled Commercial Banks, Regional Rural Banks and Scheduled Primary Co-operative Banks are covered under the Scheme.
5. When can one file a complaint?
One can file a complaint before the Banking Ombudsman if the reply is
not received from the bank within a period of one month after the bank
concerned has received one s representation, or the bank rejects
the complaint, or if the complainant is not satisfied with the reply given by the bank.
6. Where can one lodge his/her complaint?
One may lodge his/ her complaint at the office of the Banking Ombudsman
under whose jurisdiction, the bank branch complained against is
situated. For complaints relating to credit cards and other types of
services with centralized operations, complaints may be filed before the
Banking Ombudsman within whose territorial jurisdiction the billing
address of the customer is located. Address and area of operation of the
banking ombudsmen are provided in the annex.
7. Can a complaint be filed by one s authorized representative?
Yes. The complainant can be filed by one s authorized representative (other than an advocate).
8. Is there any cost involved in filing complaints with Banking Ombudsman?
No, The Banking Ombudsman does not charge any fee for filing and resolving customers‘ complaints.
