Register your complaint with Bank

Register your complaint with Bank

The - Integrated Ombudsman Scheme, 2021provides facilities to all bank customers to submit their banking service related grievance to concerned commercial bank (Public sector and Private Sector), regional rural banks and scheduled primary co-operative banks and it is mandatory for all banks to redress the customer grievance within specific time period. If bank is unable to redress the grievances of customer or customer is not satisfied with bank’s response, in that case they have right to submit appeal application before Banking Ombudsman.

Visit Reserve Bank of India for more Information about Banking Ombudsman.

Bank customers can submit complaint related to these banking services

• Transfer of amount from one account to another
• Cheque payment
• ATM cum Debit card
• Credit Card
• Internet banking
• Bank loan
• Mobile banking
• Any other related to banking services

Grounds of Complaint

Any person may file a complaint with Bank or Banking Ombudsman on any one of the following grounds alleging deficiency in banking including internet banking or other services:

• Non-payment or inordinate delay in the payment or collection of cheques, drafts, bills, etc.
• Any matter related to ATM cum Debit Card or Credit card
• 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 rate of interest on deposits in any savings, current or other account maintained with a bank,
• Non-adherence by the bank or its subsidiaries to the instructions of Reserve Bank on ATM/ Debit card operations or credit card operations,
• Non-disbursement or delay in disbursement of pension,
• Refusal to accept or delay in accepting payment towards taxes, as required by Reserve Bank of India /Government of India/ any state 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;
• 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,
• 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 Reserve Bank guidelines on engagement of recovery agents by banks etc.

Where to submit complaint application

• Complaint should be submitted to concerned bank branch, from where you are operating your Account
• Submit complaint application to concerned officer
• Complaint application can be submitted on plain paper or any prescribed form given by bank
• After receiving complaint application, concerned bank officer issue an acknowledgment receipt to complainant
• ATM problems related complaint can be submitted at nearest concern bank branch or on toll free number.Keep safe the ATM slip as a future reference.

Process to submit complaint application to bank

• Complaint application can be submitted to bank in hard copy or online
• If you are planning to submit your complaint application in hard copy, then enclose these documents with application form
• Xerox copy of Bank Passbook as an identity proof
• Any other documents/ receipt in support of your claim
• Take “Acknowledgment Receipt” from concerned bank official with date

Online complaint registration with bank

• Most of the public sector and private banks provides online complaint filing facility
• Register your complaint online with bank
• Some bank have not yet started online complaint facility, if your bank is one of that, then you should submit your application in hard copy

What to do after submitting/registering complaint to bank

• Generally, bank takes 2–3 weeks for grievance redressal, but it may vary from bank to bank
• If bank is unable to resolve your problems or have not responded to your complaint within one month, then send one reminder to bank regarding your complaint. Still, bank not responding to your complaint or unable to give appropriate answer to your complaint, then you can register complaint against bank with Banking Ombudsman
• Also, if you are not satisfied with bank’s response then you can put your case before Banking Ombudsman
• Banking Ombudsman has 15 regional offices across the country to accept application from complainants

How to submit application to Banking Ombudsman

• Every Banking Ombudsman have jurisdiction in one or more states/ UTs
• You should submit your application to that “Banking Ombudsman” under which jurisdiction your state or bank comes
• Application to Banking Ombudsman can be submitted either in hard copy or online
• If you want to submit application to Banking Ombudsman in hard copy, then click here to download prescribed “Application Form”
• You should submit following documents with Application Form in support of your claim:
• Acknowledgment receipt received from bank as a proof of application submission to bank
• Xerox copy of Bank Passbook as an identity proof
• Xerox copy of proof of representation (If you have already made the representation to the bank for grievance redressal)
• Xerox copy of the reminder (If you have sent any reminder to bank)
• Xerox copy of the reply received from bank, if any
• Any other documents you want to submit in support of your claims
• Click here to know the address of Banking Ombudsman of your state/area
• Submit your application to Banking Ombudsman by hand or send through speed post with Acknowledgment Card

Online application to Banking Ombudsman

• Click here to submit online application to Banking Ombudsman
• Upload your proof after filling the Complaint Form, which should be only in PDF or text format
• Above mentioned documents should be uploaded in your claim
• You can also send your application to Banking Ombudsman by e-mail
• Click here to know the e-mail ID of Banking Ombudsman

Select Bank to submit Grievance Application

Source : Portal Content Team