1.
Any
person who has a grievance against a bank may make a complaint in writing to the banking Ombudsman. He may himself give
complaint or through an authorized
representative
2.
The
name and address of the complainant, the name and address of the bank against which the complaint is made with
supported documents and extent of the loss caused to the complainant with relief sought to be provided.
3. The
prerequisites required for making a complaint:
a.
The complainant should have filed a complaint with the bank in writing and
either the bank had rejected the same or the complainant had not received any
satisfactory reply within 2 months.
b. The complaint should be made not later than
one (1) year after the bank had rejected the representation.
The
Ombudsman must try to promote a settlement of the complaint by agreement
between the complainant and the bank through conciliation or mediation. He will
pass an award after affording the parties reasonable opportunities to present
their case. He will be guided by the evidences placed before him by the parties
with principles of banking law and practice and guidelines issued by the RBI. A
copy of the award should be sent to the complainant and the bank named in the
complaint.
Some of the complaints related to
deficiencies in banking service are as given below:
1.
Non-payment
or delay in payment or collection of cheques, drafts, bills, etc.
2.
Non-acceptance
without sufficient cause of small denominations notes tendered by the customers
3.
Non-issue of drafts
to customers
4.
Non-adherence to
prescribed working hours by banks
5.
Complaint in
respect of unauthorized or fraudulent withdrawals and cases pertaining
to the operations in savings, current or any other accounts.
6.
Complaints related
to loans and advances viz., non-observance of RBI directives on interest rates, delays in sanction of loans, etc.
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