Banking Ombudsman

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Overview

The Banking Ombudsman scheme was introduced in the year 1995. It is a speedy and cost-efficient medium for bank consumers concerning grievances and complaint resolution with respect to services provided by banks.The Banking Ombudsman is senior personnel hired by the Reserve Bank Of India. Such a person addresses customer complaints concerning banking services if they are as per he complaint grounds stated in Clause 8 of Banking Ombudsman Scheme, 2006.

Benefits of banking ombudsman 

  • Cost effective
  • complaint can resolve out of court
  • Impartial
  • Speedy disposal

Steps to file complaint before ombudsman

Step 1 : First you have to approach concerned bank and make a complaint there

Step 2 :

  • If the reply is not received from the bank within a period of one month  after the concerned bank received complaint
  • When the bank rejects ones complaint
  • If the complainant not satisfied with the reply given by the bank then one can file complaint before banking ombudsman
    

  



Frequently asked questions 

Which banks have been covered under Banking Ombudsmen Scheme ?

  • Regional Rural banks
  • Scheduled Commercial banks including Private banks
  • Scheduled Primary Co-operative banks

What are the grounds on which complaints may be made ?

Some of the grounds on which complaints may be made are as follows:

  • Non-payment or delay in payment of inward remittances
  • Non-adherence to prescribed working hours
  • Non-payment or inordinate delay in the payment or collection of cheques, drafts,bills etc..
  • Non-acceptance, without sufficient cause, of coins tendered and for charging of commission in respect thereof
  • Failure to provide or delay in providing a banking facility (other than loans and advances) promised in writing by a bank or its direct selling agents
  • Non-acceptance, without sufficient cause, of small denomination notes tendered for any purpose, and for charging of commission in respect thereof
  • Failure to issue or delay in issue of drafts, pay orders or bankers’ cheques

When can a complaint be filed ?

If the bank does not reply within one month of receipt of complaint from the complainant, a complaint may be filed before the Banking Ombudsman. This can also be done in case the bank rejects the complaint or the complainant receives an unsatisfactory reply form the bank.

When will a complaint not be entertained by the Ombudsman ?

A complaint will not be entertained when:

  • One has not approached his bank for redressal of his grievance first
  • One has not made the complaint 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 lapse of more than one year and one month from the date of complaint made 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 vexatious complaints.
  • The institution complained against is not covered under the scheme.
  • The subject matter of the complaint is not pertaining to the grounds of complaint specified under Clause 8 of the Banking Ombudsman Scheme. If the complaint is for the same subject matter that was settled through the office of the Banking Ombudsman in any previous proceedings.

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