Ombudsman

Have you faced any problem with banking services and complained to respective bank? Has your complaint been rectified? If yes, take a smile if no approach ombudsman.

Ombudsman is a senior official appointed by RBI to accept and rectify your complaints against your banks. Customers satisfied with ombudsman’s service commented positively towards ombudsman service. Ombudsman service is named for its rapid and free service. Complaints can be raised against any bank in India.

Ombudsman service is physically present in 15 locations in India, beyond which online service is available 24*7. Complaint has to be raised to the ombudsman centre located near your bank branch against which your complaint has to be filed. Complain has to be filed within a year of customer’s grievance. Complain can be raised in letter format in paper form or online form.

Let me quote an example: a customer was not able to withdraw his money from ATM but the amount was deducted from his account. Beyond continuous request, complaint and anxiety no proper response was obtained. Frustrated with bank’s behavior, customer approached ombudsman centre. Beyond Rs.600 he was also provided with Rs.100 per day for everyday his complaint was delayed. His complaint in bank was raised 162 days ago from the date of refund. So, beyond Rs.600 customer was offered Rs.16200 for his mental agony.

The above example justifies that ombudsman service will offer compensation even to the mental agony felt. Complainant can claim upto maximum Rs.1 lac just for mental agony experienced. Representative or nominee can be appointed to replace complainant, if complainant stands in a position to present in person.

To mention some facts – highest complaints has been received from Kanpur followed by Delhi, Mumbai and Chennai. 39% of complaints are regarding branches in metropolitan cities followed by urban regions and semi urban regions, which clearly conveys that rural areas are ignorant towards ombudsman service. 94% of complaints raised every year is solved.

If Ombudsman has not respondent properly to your complaints you can further approach to an Appellate authority, a senior official. It is just like approaching a supreme court because you are unhappy with high court.

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