Ombudsman-5 , Banking Fundamentals to Know for Students.

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Procedure for lodging complaint

Any person who has a grievance against services as mentioned above in Clause 12 of the scheme can approach Banking Ombudsman for addressing his concern. The person can make a complaint to Banking Ombudsman within whose jurisdiction the branch or office of the bank complained against is located.

 The complaint filed should be in writing duly signed by the complainant. It should clearly state the name and address of complainant along with the name and address of the branch of the bank against which complaint is being made. It should also give facts causing complaint supported by documents along with a description of nature and extent of the loss.

C A T

Rejection of complaints

1)  If the complainant hasn’t first approached the bank named in the complaint and the complaint would be accepted only if the another bank has

·         Rejected the complaint or

·         No reply received within 1 month after the concerned bank received the case or

·         The person is not satisfied with the reply given

2)  If the complaint has been made to Ombudsman later than one year after the cause of action.

3)  If the complaint is in regards to the same subject matter which was settled through Banking Ombudsman in any previous proceedings.

4)  If the complaint about the same subject matter is pending before any court, tribunal or final order has already been passed by such an authority

5)  If the complaint is  malafide in nature

6)  If there is no loss or damage caused to complainant

7)  If it is pursued without sufficient cause and reasonable diligence

8)  If the complaint is outside the purview of the scheme

9)  If the bank branches fall outside the jurisdiction of Ombudsman as several states are clubbed together since it`s not available in all states.

1. ____________is responsible for resolution of grievances at the branch level.

• BC Agent
• Designated Counter Clerk
• Sub Staff
• Branch Manager

2. Parties can resolve their differences peacefully through the _______________

• Banking Ombudsman
• Grievance Redressal procedure
• Consumer Courts
• Civil Courts

3. Customer's Day is observed on _____________.

• 5th of every month
• 10th of every month
• 15th of every month
• 20th of every month

4. The Bank's Model Policy on Grievance Redressal is based on certain principals. Which of these is NOT correct?

• Customers will be fully informed of avenues to escalate their complaints within the organization.
• Complaints raised by customers will be dealt with courtesy and in time
• Customers will be treated fairly at all times
• Bank will treat all complaints efficiently and fairly as they can damage the bank's reputation and business.

5. If not satisfied by the decision/award, either bank or customer can appeal to the Deputy Governor, RBI, and the Appellate Authority within_________ days from the date of receipt of the Award.

• 45
• 30
• 15
• 10

6. The Banking ____________ Scheme is an effective alternative for quick, impartial, expert and cost-effective method for settling disputes between the banker and the customer.

• Redressal
• Ombudsman
• Protection
• Civil

7. Banking Ombudsman should settle the dispute within ______ months from the date of receipt of the complaint.

• 3
• 2
• 1
• 4

8. A full-fledged Customer Service Section is functioning at the Head Office of most banks, overseen by General Manager.

• True
• False

9. Providing prompt and efficient service is essential for opening a new account with large funds from customers.

• True
• False