New Delhi: Generally, a bank and the bank staff try their best to offer every facility available to the customers. However, there have been instances where customers have faced bank staff misbehaving. In such a situation most people are not aware of what course of action to take. Sometimes, customers also have serious complaints against the banks for not providing the services promised or for refusing to solve a grievance.
It may be noted that one old practice to address the grievance is to submit an application to the branch manager, explaining the grievance in detail. To this end, most of the banks keep complaint registers at their branches. However, these methods don’t always help the customer.
If you are not satisfied with your bank's grievance redressal process, you can lodge a complaint with the banking ombudsman. There is a certain process for filing a complaint with the ombudsman. This banking ombudsman is appointed by the Reserve Bank of India (RBI) to resolve complaints made by the customers regarding a bank's service provision.
India's largest public sector bank SBI provides customers with several options to register their complaints. SBI customers can register their grievance with the bank manager, through customer care, SMS or on CMS Portal (https://cms.onlinesbi.com/CMS/).
According to SBI, customers can submit applications “explaining the grievances with the Branch Manager of the concerned branch/home branch.” They can also call toll-free SBI customer care number 1-800-425-3800 / 1-800-11-22-11 to register their complaints. SBI customers not happy with the services offered by the bank can also SMS “UNHAPPY” to 8008202020 and the bank executives will call back to resolve the issues.
Additionally, SBI customers can visit the CMS portal of the bank to register their complaints by selecting the category of Complaint >> Nature of Complaint >> Nature of complaint. In case the customer has a branch-related complaint, they can select “General Banking >> Branch related” under product and services and select suitable nature of complaint from a list of available options, says SBI.
It is worth mentioning that there are a total of 21 banking ombudsman centres in India under Banking Ombudsman (BO) Scheme, 2006. In case of any unauthorised transaction, you need to notify the bank within three days. Your liability will be capped at Rs 25,000 in case you report any suspicious transaction after three days and within seven days.
When you file a complaint with your bank and not with the banking ombudsman (BO) offices and you do not get any reply within 30 days or if the response is unsatisfactory then approach the ombudsman. Make sure to escalate the complaint within the year of receiving a reply.
Also, complain to the banking ombudsman within the jurisdiction in which the bank's branch or office is located. In case of card-related or centralised operations related complaints, your billing address will determine the jurisdiction of the banking ombudsman. You can also file a written complaint for which you have to download, print and then fill the form available on www.bankingombudsman.rbi.org.in. Mention relevant details such as your name, address, nature of the complaint, any loss(es) incurred and the relief sought.
Along with your complaint form, you will be required to submit the documents to support your case. You can file your complaint online as well. After examining the case, banking ombudsman will make a settlement through conciliation and mediation between the bank and the customer. In case, you are not satisfied with the ombudsman's order then you can move to consumer court.
Customers must know that BO has the power to award up to Rs 20 lakh or the actual amount of loss suffered, whichever is lower. The BO can also award up to Rs 1 lakh for mental agony and harassment. You can also send an e-mail to the BO on their respective mail IDs to lodge a complaint.
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