It is not uncommon to encounter challenges with everyday banking services, such as failed ATM withdrawals, unexpected charges, and credit card issues. However, customers have the option to report these issues to their bank for resolution. If the problem remains unresolved, they can escalate the matter to the Reserve Bank of India’s (RBI) Ombudsman for effective intervention.
Understanding the Banking Ombudsman Scheme
The Banking Ombudsman Scheme, initiated by the RBI in 1995, provides a platform for bank customers to address complaints related to services offered by banks.
Role of a Banking Ombudsman
A Banking Ombudsman, appointed by the RBI, is a senior official responsible for addressing customer complaints concerning deficiencies in banking services, as outlined under Clause 8 of the Banking Ombudsman Scheme 2006.
Banks Covered Under the Banking Ombudsman Scheme
The scheme extends to all scheduled commercial banks, primary cooperative banks, and regional rural banks.
How to Lodge a Complaint with the Banking Ombudsman
To lodge a complaint with the Banking Ombudsman, follow these steps:
- Visit https://cms.rbi.org.in/cms/indexpage.html#
- Complete the captcha to proceed
- Provide your name and registered mobile number to generate an OTP
- Enter the received OTP and verify your mobile number
- Input your personal email address and complete the verification process with OTP
- Select “Individual” as the complainant category
- Enter details such as state, district, and pin code
- Provide information about the bank in question
- Answer relevant questions regarding your complaint filed with the bank
- Choose the complaint category from the dropdown menu (e.g., loans and advances, ATMs, etc.)
- Enter the amount involved in the dispute
- Agree to the declaration
- Click on ‘review and submit’
- Finally, click on ‘submit’ to lodge your complaint
Upon submission, the banking ombudsman will review the case and deliver a resolution within 30 days.
