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1. What
is the Banking Ombudsman Scheme?
The Banking Ombudsman Scheme is an
expeditious and inexpensive forum for bank customers for resolution of
complaints relating to certain services rendered by banks. The Banking
Ombudsman Scheme is introduced under Section 35 A of the Banking Regulation Act,
1949 by RBI with effect from 1995.
2. Who is
a Banking Ombudsman?
The Banking Ombudsman is a senior official
appointed by the Reserve Bank of India to redress customer complaints against
deficiency in certain banking services covered under the grounds of complaint
specified under Clause 8 of the Banking Ombudsman Scheme 2006 (As amended up to July 1, 2017).
3. How
many Banking Ombudsmen have been appointed and where are they located?
As on date, twenty Banking Ombudsmen have
been appointed with their offices located mostly in state capitals. The
addresses and contact details of the Banking Ombudsman offices have been
provided under Annex I of the Scheme.
4. Which
are the banks covered under the Banking Ombudsman Scheme, 2006?
All Scheduled Commercial Banks, Regional
Rural Banks and Scheduled Primary Co-operative Banks are covered under the
Scheme.
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5. What
are the grounds of complaints?
The Banking Ombudsman can receive and
consider any complaint relating to the following deficiency in banking
services:·
non-payment or inordinate delay in the payment or collection of
cheques, drafts, bills, etc.;
·
non-acceptance, without sufficient cause, of small denomination
notes tendered for any purpose, and for charging of commission in respect
thereof;
·
non-acceptance, without sufficient cause, of coins, tendered and
for charging of commission in respect thereof;
·
non-payment or delay in payment of inward remittances ;
·
failure to issue or delay in issue of drafts, pay orders or
bankers’ cheques;
·
non-adherence to prescribed working hours ;
·
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;
·
delays, non-credit of proceeds to parties' accounts, non-payment
of deposit or non-observance of the Reserve Bank directives, if any, applicable
to the rate of interest on deposits in any savings, current or another account maintained with a bank ;
·
complaints from Non-Resident Indians having accounts in India in
relation to their remittances from abroad, deposits and other bank-related
matters;
·
refusal to open deposit accounts without any valid reason for
refusal;
·
levying of charges without adequate prior notice to the customer;
·
Non-adherence to the instructions of Reserve Bank on ATM / Debit
Card and Prepaid Card operations in India by the bank or its subsidiaries
·
Non-adherence by the bank or its subsidiaries to the instructions
of Reserve Bank on credit card operations
·
Non-adherence to the instructions of Reserve Bank with regard to
Mobile Banking / Electronic Banking service in India by the bank
·
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);
·
Refusal to accept or delay in accepting payment towards taxes, as
required by Reserve Bank/Government;
·
Refusal to issue or delay in issuing, or failure to service or
delay in servicing or redemption of Government securities;
·
Forced closure of deposit accounts without due notice or without
sufficient reason;
·
Refusal to close or delay in closing the accounts;
·
Non-adherence to the fair practices code as adopted by the bank;
·
Non-adherence to the provisions of the Code of Bank's Commitments
to Customers issued by Banking Codes and Standards Board of India and as
adopted by the bank ;
·
Non-observance of Reserve Bank guidelines on engagement of
recovery agents by banks;
·
Non-adherence to Reserve Bank guidelines on para-banking
activities like sale of insurance / mutual fund /other third party investment
products by banks
·
Any other matter relating to the violation of the directives
issued by the Reserve Bank in relation to banking or other services.
A customer can also lodge a complaint on
the following grounds of deficiency in service with respect to loans and
advances
·
non-observance of Reserve Bank Directives on interest rates;
·
delays in sanction, disbursement or non-observance of prescribed
time schedule for disposal of loan applications;
·
non-acceptance of application for loans without furnishing valid
reasons to the applicant; and
·
non-adherence to the provisions of the fair practices code for
lenders as adopted by the bank or Code of Bank’s Commitment to Customers, as
the case may be;
·
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.
·
The Banking Ombudsman may also deal with such other matter as may
be specified by the Reserve Bank from time to time.
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