Level 6 – Escalation to the Regulator / Banking Ombudsman

Level 6 – Escalation to the Regulator / Banking Ombudsman

If there is no response from the Chief Executive Officer and General Manager within 5 working days, or if the customer is still not satisfied with the response, the customer may write to the Banking Ombudsman, a statutory body appointed by the Reserve Bank of India to look into the provision of satisfactory service by banks.

Banking Ombudsman

The Reserve Bank of India has appointed a Banking Ombudsman, who can be approached for redressing customer grievances if they have not already been redressed by the DBIL . On November 12th,2021 the integrated Banking Ombudsman Scheme was launched, the salient features of the Scheme are as follows, and the following conditions will apply before the Integrated Ombudsman can be approached:

  1. the complainant had, before making a complaint under the Scheme, made a written complaint to the Regulated Entity concerned and –
    1. the complaint was rejected wholly or partly by the Regulated Entity, and the complainant is not satisfied with the reply; or the complainant had not received any reply within 30 days after the Regulated Entity received the complaint; and
    2. the complaint is made to the Ombudsman within one year after the complainant has received the reply from the Regulated Entity to the 7 complaint or, where no reply is received, within one year and 30 days from the date of the complaint.
  2. the complaint is not in respect of the same cause of action which is already -
    1. pending before an Ombudsman or settled or dealt with on merits, by an Ombudsman, whether or not received from the same complainant or along with one or more complainants, or one or more of the parties concerned;
    2. pending before any Court, Tribunal or Arbitrator or any other Forum or Authority; or, settled or dealt with on merits, by any Court, Tribunal or Arbitrator or any other Forum or Authority, whether or not received from the same complainant or along with one or more of the complainants/parties concerned;
  3. the complaint is not abusive or frivolous or vexatious in nature;
  4. the complaint to the Regulated Entity was made before the expiry of the period of limitation prescribed under the Limitation Act, 1963, for such claims;
  5. the complainant provides complete information as specified in clause 11 of the Scheme;
  6. the complaint is lodged by the complainant personally or through an authorised representative other than an advocate unless the advocate is the aggrieved person. Explanation 1: For the purposes of sub-clause (2)(a), ‘written complaint’ shall include complaints made through other modes where proof of having made a complaint can be produced by the complainant. Explanation 2: For the purposes of sub-clause (2)(b)(ii), a complaint in respect of the same cause of action does not include criminal proceedings pending or decided before a Court or Tribunal or any police investigation initiated in a criminal offence.

A copy of the Integrated Ombudsman Scheme along with the addresses of its centres in the various cities can be procured from the Branch Managers. Or to know more about the Integrated Ombudsman Scheme.

If you are not satisfied with our grievance redressal, you may take up the matter with Banking Ombudsman by registering your complaint at https//cms.rbi.org.in OR

call toll freee number 14448 (currently available from 9:30 am to 5:15 pm on working days) in Hindi, English and nine regional languages (Bengali, Gujarati, Kannada, Odia, Malayalam, Marathi, Punjabi, Tamil and Telugu).  OR

write to the Centralised Receipt and Processing Centre’ (CRPC) set up at RBI, 4th Floor, Sector 17, Chandigarh - 160017.

A copy of the Integrated Ombudsman Scheme along with the addresses of its centers in the various cities can be procured from the Branch Managers. Or you can visit the link or for Hindi - refer this link

To know the salient features of the integrated ombudsman scheme visit:

 

If you are not satisfied with our grievance redressal, you may contact the Banking Ombudsman. (Contact details for Banking Ombudsman Offices)

Important Information

RBI does not have any arrangement with any entity for redress of grievances against the Regulated Entities (REs). RBI has laid down a cost-free grievance redress mechanism under RB-IOS which does not involve payment of fees or charges in any form or manner. Customers having grievances against REs for deficiency in services, which is not redressed satisfactorily or in a timely manner by the REs can directly lodge their complaint on the Complaint Management System (CMS) portal (https://cms.rbi.org.in/) or by e-mail at [email protected] or in physical mode at the ‘Centralised Receipt and Processing Centre’ (CRPC) set up at RBI, 4th Floor, Sector 17, Chandigarh - 160017.

Complainants having queries on RB-IOS or desiring information relating to their complaints lodged through the above methods, can reach the Contact Centre of RBI at toll-free #14448 (currently available from 9:30 am to 5:15 pm on working days) in Hindi, English and nine regional languages (Bengali, Gujarati, Kannada, Odia, Malayalam, Marathi, Punjabi, Tamil and Telugu). The status of complaints can also be tracked on the CMS portal.

Kindly refer to https://rbi.org.in/Scripts/BS_PressReleaseDisplay.aspx?prid=53391