Banking Ombudsman Scheme, 2006

Banking Ombudsman Scheme, 2006

BANKING-OMBUDSMAN-SCHEME

1. What is the Banking Ombudsman Scheme?

Ans: 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?

Ans: 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?

Ans: 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?

Ans: 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?

Ans: 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?

Ans: 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?

Ans: 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?

Ans: No, The Banking Ombudsman does not charge any fee for filing and resolving customers‘ complaints.

Summery:

BANKING OMBUDSMAN SCHEME 2006

1) The Banking Ombudsman Scheme enables a bank customer for filing of complaints relating to certain services rendered by banks.
2) The Banking Ombudsman is a senior official appointed by the RBI to redress customer complaints against deficiency in certain banking services.
3) All Scheduled Commercial Banks, Regional Rural Banks and Scheduled Primary Co-operative Banks are covered under the Scheme.
4) The Banking Ombudsman does not charge any fee for filing and resolving customers‘ complaints.
5) The maximum compensation which a BO can help a complainant to get is Rs. 10 lakhs.
6) 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.

7) If one is not satisfied with the decision passed by the Banking Ombudsman, one can approach the appellate authority who is the Deputy Governor of the RBI.
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