Despite the Banks having a complaints redressal machinery, Banking Ombudsman and RBI get over 60000 complaints. But it is also true that almost 50% of the complaints are invalid and are beyond the purview of the Banking Ombudsman. Let us put down the baby steps that we need to do if we have a grievance:

1. First lodge a complaint to the Bank concerned in writing. Banks have a specific complaint register and they have meetings where a customer can walk in and register a complaint. Ask for a receipt.

2. Please keep details of the official receiving the complaint.

3. If the Bank does not respond within 30 days, lodge a complaint with the Ombudsman. Complaints pending at other judicial forums will not be entertained by the BO. You don’t need to pay any fee to the Banking Ombudsman.

4. Obtain a unique identification number for tracking the complaint from the Banking Ombudsman.

5. Online complaints to Banking Ombudsman can be done @ http://www.bankingombudsman.rbi.org.in

6. If you are not happy with the Ombudsman decision, you can appeal to the Customer Services Department, RBI.

There are 15 Banking Ombudsman (BO) Offices situated across the country to spread awareness about the Banking Ombudsman Scheme especially in rural areas. Intensive awareness campaigns are undertaken to ensure greater reach of the Scheme among the members of public.

Banking Ombudsmen participate in various awareness campaigns under Financial Inclusion and Literacy Programme and visit a number of villages in various Districts under respective territorial jurisdiction of the BOs.

Participation in various important fairs and festivals in the State, face to face interaction with members of public at various places at block level, participating in seminars organised by Government of India in association with RBI are some of the other initiatives undertaken by the Officers of BOs

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