Nothing comes without flaws and complaints. Our banking system also has some flaws and to address these flaws and complaints of consumers they need a forum. Here are two ways to complaint Against Bank.
Complaint Against Bank in India
Lodge complain to your bank
- Almost all the banks have grievance cell, and any customer can come and meet the banking officials and try to sort out the issue. If not then,
- There are dedicated toll-free customer care numbers also where you can report the complaint.
- You can address your complaint at bank’s website also or sent the email regarding your complaint or issues to service quality, an exclusive unit dealing with customer grievances.
The Banking Ombudsman Scheme
- If your bank do not reply or solve your issues/complaint within the 30 days of your complaint with the bank, or you are not satisfied with their action, you can file the complaint against the bank with The Banking Ombudsman Scheme.
- RBI introduced The Banking Ombudsman Scheme in 2006. The object of this scheme is to facilitate the complaints of consumer-related to banks.
Initially, this scheme addressed complaints related to non-payments or delayed payments of cheques and drafts and services like remittances only.
- But in the following years, the scale has broadened and include issues like plastic money, unfair banking practices, levying of service charges without any intimation, issues related to online transactions, poor service regarding loans like delays in sanctioning/disbursement and others.
Ombudsman scheme can only deal with the complaint or issues when the facts can be solved without the direction of the court.
Procedure of registering complaint Against Bank
Section 9 of the ombudsman scheme explains how to file the complaint with the scheme. Here are the basic steps for filing the complaint with Ombudsman.
You can write your complaint on a plain white paper, send an e-mail, or fill the complaint form on the RBI website. There are no charges for filing a complaint. You can file the complaint against the bank if:
• The bank has not replied to your complaint within 30 days from the receiving date.
• Bank has rejected your complaint.
• You are not satisfied with the action or the reply of the bank.
Here are few points to note before filing the complaint Against Bank
- Any person who has issues or complaint with the banks can file the complaint in person or through an advocate.
- A complaint can only be filed within whose jurisdiction the particular branch of the bank is situated.
- For the complaints against the credit cards and other centralized services, jurisdiction is the billing address of the person.
Here is the procedure complaint Against Bank: To file the complaint you are required to fill form “Annexure A” or an online application form.
You need to sign the form by accepting all the situations, stating:
A. Name and address of the complaint.
B. Name and address of the branch of the bank against which the complaint is made, with the entire related document.
C. Reasons for the complaint.
D. Nature and extent of the loss caused.
E. The relief sought for.
Limitations to the filing complaint with Banking Ombudsman are:
- If you have made the written complaint to the bank and not received any reply from the bank to solve your complaint within 30 days of the receiving date of your written complaint, or bank has rejected your complaint, or you are not satisfied with the reply of the bank or action was taken by the bank to solve the issue.
- If you do not receive any reply from the bank against your written complaint then you can file the complaint against the bank with ombudsman one month of your written complaint to the bank and within one year of filing complaint or
- If bank replied you and you are not satisfied with the reply or action was taken against your complaint by the bank then you can file the complaint with ombudsman within the year of written complaint.
- Your complaint with the bank should not have moved up to any court, committee, tribunal, mediator or any other forum.
- Complaint should not be insignificant or inconvenient in nature
- The complaint is made before the expiry of the period of limitation which is prescribed under the Indian Limitation Act, 1963.
- The ombudsman can also reject the complaint if you had not approached the bank for grievance redressed first, or if the subject is pending for disposal, or has already been dealt with at any other forum, such as a court of law or consumer court.
Banking ombudsman plays a role of Watch Dog of Banking where final verdict comes after the proper analysis of the complaint made by the complainant.
It is a neutral body where customer’s interest is always kept in mind before concluding petition filed by customers, and also to provide the best resolution to customer and to the bank and to have a fair unbiased conclusion.
Still, if you are not satisfied with the action and reply or settlement offered by the ombudsman, you can file your complaint before the appellate authority within 30 days, or you can approach consumer forums or even courts.
Now access to the relief had been made easy and one should avail the benefit without any delay.