THE BANKING OMBUDSMAN SCHEME 2006

Banking Ombudsman is a quasi judicial authority functioning under India’s Banking Ombudsman Scheme 2006, and the authority was created pursuant to the a decision by the Government of India to enable resolution of complaints of customers of banks relating to certain services rendered by the banks. The Banking Ombudsman Scheme was first introduced in India in 1995, and was revised in 2002. The current scheme became operative from the 1 January 2006, and replaced and superseded the banking Ombudsman Scheme 2002. From 2002 until 2006, around 36,000 complaints have been dealt by the Banking Ombudsmen.

Website: The Banking Ombudsman Scheme, 2006

The complainant can file his/her complaint in any form, including online. You can file your complaint online

Type of complaints:

(1) A complaint on any one of the following grounds alleging deficiency in banking or other services may be filed with the Banking Ombudsman having jurisdiction:
(a) non-payment or inordinate delay in the payment or collection of cheques, drafts, bills etc.
(b) non-acceptance, without sufficient cause, of small denomination notes tendered for any purpose, and for charging of commission in respect thereof;
(c) non-acceptance, without sufficient cause, of coins tendered and for charging of commission in respect thereof;
(d) non-payment or delay in payment of inward remittances ;
(e) failure to issue or delay in issue of drafts, pay orders or bankers’ cheques;
(f) non-adherence to prescribed working hours ;
(g) failure to honour guarantee or letter of credit commitments ;
(h) 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;
(i) delays, non-credit of proceeds to parties' accounts, non-payment of deposit or nonobservance of the Reserve Bank directives, if any, applicable to rate of interest on deposits in any savings, current or other account maintained with a bank ;
(j) delays in receipt of export proceeds, handling of export bills, collection of bills etc., for exporters provided the said complaints pertain to the bank's operations in India;
(k) complaints from Non-Resident Indians having accounts in India in relation to their remittances from abroad, deposits and other bank-related matters;
(l) refusal to open deposit accounts without any valid reason for refusal;
(m) levying of charges without adequate prior notice to the customer;
(n) non-adherence by the bank or its subsidiaries to the instructions of Reserve Bank on ATM/Debit card operations or credit card operations;
(o) non-disbursement or delay in disbursement of pension (to the extent the grievance can be attributed to the action on the part of the bank concerned, but not with regard to its employees);
(p) refusal to accept or delay in accepting payment towards taxes, as required by Reserve Bank/Government;
(q) refusal to issue or delay in issuing, or failure to service or delay in servicing or redemption of Government securities;
(r) forced closure of deposit accounts without due notice or without sufficient reason;
(s) refusal to close or delay in closing the accounts;
(t) non-adherence to the fair practices code as adopted by the bank; and
(u) any other matter relating to the violation of the directives issued by the Reserve Bank inrelation to banking or other services.

(2) A complaint on any one of the following grounds alleging deficiency in banking service in respect of loans and advances may be filed with the Banking Ombudsman having jurisdiction:
(a) non-observance of Reserve Bank Directives on interest rates;
(b) delays in sanction, disbursement or non-observance of prescribed time schedule for disposal of loan applications;
(c) non-acceptance of application for loans without furnishing valid reasons to the applicant; and
(d) non-observance of any other direction or instruction of the Reserve Bank as may be specified by the Reserve Bank for this purpose from time to time.

(3) The Banking Ombudsman may also deal with such other matter as may be specified by the Reserve Bank from time to time in this behalf.

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How to lodge a complaint regarding Credit Card Issues:

The RBI states that in the case of any banking-related complaint, the customer has to first try to get a solution from the bank.

He can file a complaint before the Banking Ombudsman if a reply is not received from the bank within one month of the bank receiving his complaint. He can also move the Banking Ombudsman if the bank rejects the complaint or if he is not satisfied with the reply given to him by the bank.

The complainant can file his/her complaint in any form, including online. You can file your complaint online

Here's a list of Banking Ombudsman across India

The customers can also appeal to the Reserve Bank of India against the awards given by the Banking Ombudsman.