Here are the steps you have to follow while filing a complaint with the banking ombudsman.
If you are not satisfied with your bank’s grievance redressal process you can lodge a complaint with the banking ombudsman. However, you need to follow a certain process for filing such a complaint.
Here are the steps you have to follow.
Step 1: File a complaint with your bank and not the banking ombudsman (BO) offices.
Step 2: If you don’t receive a response within 30 days or it is not satisfactory, approach the ombudsman. Escalate complaint within a year of receiving reply or a year and month of making representation.
Step 3: Complain to banking ombudsman within whose jurisdiction the branch or office of the bank is located. For card-related complaints or those related to centralised operations, your billing address will determine the jurisdiction of the banking ombudsman.
Step 4: For written complaint, download, print and fill up form available on www.bankingombudsman.rbi.org.in with relevant details like name, address, facts around the complaint, loss suffered and relief sought.
Step 5: Submit copies of documents that support your case along with the complaint form.
Step 6: You can also file the complaint online (https://secweb.rbi.org.in/BO/precompltindex. htm
Step 7: The banking ombudsman will examine the case and make a settlement through conciliation and mediation between the bank and the customer, or by passing an award.
Step 8: If you are dissatisfied with the ombudsman’s order, you can move the consumer courts.
To ensure that the onus of any fraud rests with the bank, notify the bank of any unauthorised transaction within three days. If you report a suspicious transaction after three days and within seven working days, your liability will be capped at Rs 25,000. After that, determining your liability will be at the bank’s discretion.