BANKING OMBUDSMAN Material

Types of Complaints :

1.      Non-payment or inordinate delay in the payment or collection of cheques, drafts ,bills etc.

2.      Non-acceptance, without sufficient cause, of coins tendered and for charging of commission for this service.

3.      Non-acceptance without sufficient cause of small denomination notes tendered for any purpose and for charging of commission for the service.

4.      Failure to issue or delay in issue, of drafts pay orders or bankers cheque.

5.      Non-adherence to prescribed working hours.

6.      No payment or delay in payment of inward remittances.

7.      Failure to honor guarantee or letter of credit commitments.

8.      Failure to provide or delay in providing a banking facility promised in writing by a bank or its direct selling agents.

9.       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.

10.  Delays in receipts of export proceeds, handling of export bills, collection of bills etc. for exporters provided the said complaints pertain to the Banks operations in India.

11.  Refusal to open deposit accounts without any valid reason for refusal.

12.  Levying of charges without adequate prior notice to the customers.

13.  Non-adherence by the bank or its subsidiaries to the instructions of Reserve Bank on ATM/debit card operations or credit card operations.

14.  Non-disbursement or delay in disbursement of pension to the extent the grievance can be attributed to the action on the part of the Bank concerned but not with regard to its employees.

15.   Refusal to accept or delay in accepting payment towards taxes, as required by Reserve Bank/Government.

16.  Customers should have complained to the concerned Bank first and wait for one month. Complaint to Ombudsman can be writing or in electronic mode.

Award :

Ombudsman can give maximum award upto Rs.10 Lacs.

Appeal :

Any party can file appeal within 30 days on receiving appeal award or the Ombudsman rejecting his complaint to Appellate authority. If the appeal is the bank, it should be made with approval of CMD or ED or CEO only.