In India, the Reserve Bank had first introduced the Banking Ombudsman Scheme in 1995 to provide expeditious and inexpensive forum to bank customers for resolution of their complaints relating to deficiency in banking services. The Scheme was revised in 2002 mainly to cover Regional Rural Banks and to permit review of the Banking Ombudsmens’ awards against banks by the Reserve Bank. The Banking Ombudsmen currently have their offices in 15 centres.
Bank customers can now appeal against the decision of the Banking Ombudsman where he has rejected the customer's complaint relating to matters falling within the grounds of complaints specified under the scheme. The Reserve Bank of India has amended the Banking Ombudsman Scheme, 2006 to enable the customers to appeal against the Banking Ombudsman's decision. The amendments are available on the RBI website. Before the scheme was amended, the bank customers could appeal only against the awards given by the Banking Ombudsman. The appellate authority for the Banking Ombudsman Scheme is the Deputy Governor of Reserve Bank of India.
It may be recalled that in the Annual Policy for 2007-2008, the Reserve Bank had announced that based on customer feedback, it would amend the Banking Ombudsman Scheme, 2006 to extend the appeal option also to the decisions of the Banking Ombudsman.
Originally introduced in 1995, the Banking Ombudsman Scheme enables speedy and cost effective resolution of complaints of bank customers relating to deficiency in bank services. The Scheme now covers all Scheduled Commercial Banks, Regional Rural Banks and Scheduled Primary Co-operative Banks. The customers can also now complain to the Banking Ombudsman against deficiency in almost any banking services, including credit cards, after exhausting the channel available with the bank concerned for resolving their complaints. The Reserve Bank has appointed 15 Banking Ombudsmen who are located mostly in State Capitals under the Scheme. The Banking Ombudsman tries to resolve the complaint through conciliation or mediation and even passes an award if it is not resolved through such settlement.
If you run into a major banking dispute that cannot be resolved by recourse to the top levels of management of the bank, you may consider filing a compliant with the Banking Ombusman appointed by RBI. Bank complaints can be handled with a satisfactory resolution of the matter.
Make sure to document all relevant information about your banking complaint claim in your letter to the Banking Ombudsman. Include contact information for yourself, your banking account information, if it relates to your complaint, and contact and address information for your branch. In addition, create a dossier of the officials at the bank who handled (or perhaps, in your opinion, "mishandled") your case.
To file complaint to RBI / Banking Ombudsman and other details click here : Compliant to RBI
More Details on Banking Ombudsman Scheme, 2006
Amendment - February 3, 2009
Amendment - May 2007
Addresses of Banking Ombudsmen
FAQs on Banking Ombudsman Scheme, 2006
Annual Report on Banking Ombudsman Scheme
Consumer Cases on Banking
Compendium of Cases Handled by the Banking Ombudsman Offices