There is a form along with details of the scheme in our website. However, it is not mandatory to use this format. 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. Click here for address and area of operation of the Banking Ombudsman. The Banking Ombudsman will take into account the loss of the complainant's time, expenses incurred by the complainant, harassment and mental anguish suffered by the complainant while passing such award.
Name and address of the complainant, the name and address of the branch or office of the bank against which the complaint is made, facts giving rise to the complaint supported by documents, if any, the nature and extent of the loss caused to the complainant, the relief sought from the Banking Ombudsman and a declaration about the compliance with conditions which are required to be complied with by the complainant under Clause 9 3 of the Banking Ombudsman Scheme.
The Banking Ombudsman endeavours to promote, through conciliation or mediation, a settlement of the complaint by agreement between the complainant and the bank named in the complaint. If the terms of settlement offered by the bank are acceptable to one in full and final settlement of one's complaint, the Banking Ombudsman will pass an order as per the terms of settlement which becomes binding on the bank and the complainant.
The Banking Ombudsman may reject a complaint at any stage if it appears to him that a complaint made to him is:. If a complaint is not settled by an agreement within a period of one month, the Banking Ombudsman proceeds further to pass an Award. Before passing an award, the Banking Ombudsman provides reasonable opportunity to the complainant and the bank, to present their case. It is up to the complainant to accept the award in full and final settlement of or to reject it. Any person aggrieved by an Award issued under Clause 12 or the decision of the Banking Ombudsman rejecting the complaint for the reasons specified in sub-clause d to g of Clause 13 of the Banking Ombudsman Scheme As amended up to July 1, can approach the Appellate Authority.
The bank also has the option to file an appeal before the Appellate Authority under the Scheme. Skip to main content. Search the Website Search. Home FAQ. What is the Banking Ombudsman Scheme?
Who is a Banking Ombudsman? How many Banking Ombudsmen have been appointed and where are they located? Which are the banks covered under the Banking Ombudsman Scheme, ?
What are the grounds of complaints? The Banking Ombudsman can receive and consider any complaint relating to the following deficiency in banking services: non-payment or inordinate delay in the payment or collection of cheques, drafts, bills etc. When can one file a complaint? When will one's complaint not be considered by the Ombudsman?
One's complaint will not be considered if: One has not approached his bank for redressal of his grievance first. Frivolous or vexatious complaints. The institution complained against is not covered under the scheme. What is the procedure for filing the complaint before the Banking Ombudsman? Many of us have faced frustrating situations like these with the bank officials.
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?
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. 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? 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.
Banking ombudsman, a quasi-judicial authority is formed with an intent to resolve the complaints of the customers of the Bank.
It came into effect in and presently the Banking Ombudsman Scheme is in operation. An unhappy customer can lodge a complaint with the Banking Ombudsman with respect to the following banking services. As the first point, there is no cost involved while filing a complaint with the Banking ombudsman. Once the details are filled, the website is redirected to the complaint form.
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