How to file a complaint against a bank with the Reserve Bank of India (RBI)
The Reserve Bank of India (RBI) provides a platform for customers to file complaints against banks if they are not satisfied with the services provided to them. RBI has a dedicated department called the Banking Ombudsman that deals with complaints related to banking services.
1- The complaint should relate to a deficiency in banking services provided by the bank. This could be a problem with account opening, operation of accounts, issuance of cheques, demand drafts, credit cards, loans, internet banking, mobile banking, etc.
2- The complaint should be made in writing and sent to the Banking Ombudsman within a year of the occurrence of the problem. If the complaint is not made within a year, it may not be entertained by the Banking Ombudsman.
3- The complaint should not be pending with any other forum such as a court of law or a consumer forum. If a complaint has already been filed in another forum, it cannot be entertained by the Banking Ombudsman.
4- The complaint should not be trivial or vexatious. It should be a genuine grievance that needs to be resolved.
5- The complaint should not involve more than Rs. 20 lakh. If the complaint involves an amount higher than Rs. 20 lakh, it cannot be entertained by the Banking Ombudsman.
Once the above conditions are met, the customer can file a complaint with the Banking Ombudsman by sending a written complaint to the office of the Banking Ombudsman. The complaint should include the following information:
1- The name and address of the bank against which the complaint is being made.
2- The name and address of the complainant.
3- A description of the problem or deficiency in banking services.
4- Details of any correspondence with the bank in relation to the problem.
5- Any other relevant information that will help the Banking Ombudsman to understand the complaint.
After receiving the complaint, the Banking Ombudsman will investigate the matter and take necessary action. This could include asking the bank to resolve the issue, directing the bank to pay compensation to the customer, or recommending other appropriate action.
It is important to note that the decision of the Banking Ombudsman is final and binding on both the customer and the bank. If either party is not satisfied with the decision, they can file an appeal with the RBI within 30 days of the decision being issued.
In conclusion, if you have a grievance with a bank, you can file a complaint with the Reserve Bank of India's Banking Ombudsman. The complaint should be made in writing and within a year of the occurrence of the problem. The Banking Ombudsman will investigate the matter and take necessary action to resolve the issue. The decision of the Banking Ombudsman is final and binding on both the customer and the bank.
1- Proof of identity: This could be a government-issued ID such as a passport, PAN card, Aadhaar card, or driving license.
2- Bank account details: You will need to provide details of your bank account, including the account number and the name of the bank.
3- Details of the issue: You will need to provide detailed information about the issue you are facing and the efforts you have made to resolve it with the bank.
4- Supporting documents: If applicable, you should also attach any supporting documents that can help prove your case, such as bank statements, transaction records, correspondence with the bank, etc.
It is important to note that not all complaints require supporting documents. The RBI may request additional information or documents as needed to process your complaint.
The Reserve Bank of India (RBI) provides an online complaint system for individuals to file their complaints. Here is the complete process to file a complaint online with the RBI:
1:- Visit the RBI website: Go to the RBI website (www.rbi.org.in) and click on the "Consumer Education and Protection" link under the "Quick Links" section.
2:- Click on the "Banking Ombudsman" link: From the Consumer Education and Protection page, click on the "Banking Ombudsman" link.
3:- Fill in the complaint form: Click on the "File a Complaint" link and fill in the online complaint form with the following information:
• Your name and contact details
• Details of the bank against which the complaint is being made
• Nature of the complaint
• Supporting documents (if any)
4:- Submit the complaint: After filling in the form, click on the "Submit" button to submit the complaint. You will receive a confirmation message with a reference number for your complaint.
5:- Track complaint status: You can track the status of your complaint by visiting the RBI website and clicking on the "Track Complaint Status" link under the "Banking Ombudsman" section. You will need to enter your complaint reference number to view the status of your complaint.
6:- Follow up with the RBI: If the status of your complaint shows that it is still being processed, you may need to follow up with the RBI by calling their customer service hotline or writing to their offices.
It's important to note that the complaint form may have specific instructions or fields that you will need to fill in. It is recommended to follow the instructions provided on the form to ensure that your complaint is processed smoothly.
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