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| Banking Ombudsman Scheme,
2002 |
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The Ombudsman Scheme seeks to establish a system of expeditious
and inexpensive resolution to customer complaints. Any person whose
grievance against a Bank is not resolved to his satisfaction by
the Bank can approach the Banking
Ombudsman if his complaint pertains to any of the matters specified
in the scheme. Banking Ombudsmen have been authorised to look into
the complaints concerning
a. Deficiency in banking service
b. Sanction of loans and advances in so far as they relate
to non-observance of the Reserve Bank directives on interest rates,
delays in sanction or non-observance of prescribed time schedule
for disposal of loan application or non observance of any other
directions or instructions of the Reserve Bank, etc. and (c).
Other matters as may be specified by the Reserve Bank. Ombudsman
would make recommendations after listening to both parties.
In case the recommendation made by the Banking Ombudsman is not
accepted by either of the parties, Banking Ombudsman proceeds to
make an award. The scheme is applicable to all scheduled commercial
banks having business in India and scheduled primary co-operative
banks. The procedure for the redressal
of grievances under the Banking Ombudsman Scheme is profiled as
under:
1. Written complaint is to be lodged by a person or an authorised
representative to the Banking Ombudsman within whose jurisdiction the branch or office of the bank complained against is located.
2. Complaint shall be in writing duly signed by the complainant or an
authorised representative (other than an advocate) along with the name, address of the complainant and also
the name and address of the bank office/branch along with supportive
documents desired to be relied upon by the complainant, the nature and extent of the loss incurred and the relief
sought from the Banking Ombudsman and a declaration about the compliance
of the conditions referred to in Sub-clause (3) of this clause.
3. No complaint to the Banking Ombudsman shall lie unless:
- The complainant had before making a complaint to the Banking Ombudsman made a written representation to the bank named in the complaint and either the bank had rejected the complaint or the complainant had not received any reply within a period of one month after the bank received his representation or the complainant is not satisfied with the reply given to him by the bank.
- The complaint is made not later than one year after the cause of action has arisen as per clause (1) above.
- The complaint is not in respect of the same
subject matter which was settled through the Office of the Banking Ombudsman in any previous
proceeding/s whether or not received from the same complainant or along with any one or more complainants or any one or more of the parties concerned with the subject matter.
- The complaint does not pertain to the same subject matter,
for which any proceedings before any court, tribunal or arbitrator
or any other forum is pending or a decree or Award or final order has been passed by any such competent court, tribunal,
arbitrator or forum and
- The complaint is not frivolous or vexatious
in nature.
4. Rejection of the Complaint:
(1)
The Banking Ombudsman may reject the complaint at any stage if it appears to him that the complaint made is:
(a) frivolous, vexatious, malafide; or
(b) without any sufficient cause or;
(c) that it is not pursued by the complainant with reasonable diligence or;
(d) prima facie, there is no loss or damage or inconvenience caused to the complainant.
(2) The Banking Ombudsman may reject a complaint at any stage, if after consideration of the complaint and evidence produced before him the Banking Ombudsman is of the opinion that the complicated nature of the complaint requires consideration of elaborate documentary and oral evidence and the proceedings before the Banking Ombudsman are not appropriate for adjudication of such complaint. The decision of the Banking Ombudsman in this regard shall be final and binding on the complainant and the bank.
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| List of Names and Addresses of Banking
Ombudsman in various centres: |
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Name
& Address of Banking Ombudsman
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Area of operationalisation
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C/o. Reserve Bank
of India
Garment House
Ground Floor
Dr.Annie Besant Road
Worli
MUMBAI 400018
Tel. No.:4924607/4960893
Fax. No.:022-4960912
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Maharashtra and
Goa |
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Jeevan Bharti Building
Tower No.1, 7th
Floor
124, Connaught Circus
NEW DELHI 110011.
Tel. No.:3725445/3710882
Fax. No.:011-3725218
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Delhi, Haryana,
Jammu & Kashmir and Ghaziabad District of Uttar Pradesh |
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C/o. Reserve Bank
of India
Hoshangabad Road
P.O.Box No.32
Bhopal 462011.
Tel. No.:573772/573776
Fax. No.:0755-573779
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Madhya Pradesh
& Chattisgarh |
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C/o. Reserve Bank
of India
10/3/8, Nrupatunga
Road
BANGALORE 560001.
Tel. No.:2210771/2275629
Fax. No.:080-2244047
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Karnataka |
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C/o. Reserve Bank
of India
New Office Building
Sector 17, Central
Vista
CHANDIGARH
160017.
Tel. No.:709589/721011
Fax. No.:0172-721880
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Himachal Pradesh,
Punjab and Union Territory of Chandigarh |
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C/o. Reserve Bank
of India
Annexe Building,
Ground Floor, Saifabad
HYDERABAD 500004.
Tel. No.:3210013/3243970
Fax. No.:040-3210014
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Andhra Pradesh |
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C/O 'Biscomaun Towers'
2nd Floor, West Gandhi
Maidan, Patna 800001.
Tel. No. C/o.:236453 (NCC)
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Bihar & Jharkhand |
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Name
& Address of Banking Ombudsman
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Area of operationalisation
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C/o. Reserve Bank
of India
M.G.Road, Post Box
No.82
KANPUR 208 001
Tel. No.:361191/310593
Fax. No.:0512-362553
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Uttar Pradesh excluding
District of Ghaziabad & Uttaranchal |
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C/o. Reserve Bank
of India
Station Road, Pan
Bazar
GUWAHATI 781001
Tel. No.:542556/540445
Fax. No.:0361-540445
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Assam, Arunachal
Pradesh, Manipur, Meghalaya, Mizoram, Nagaland and Tripura |
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C/o. Reserve Bank
of India
Pt. Jawaharlal Nehru
Marg
BHUBANESWAR 751001
Tel. No.:418007/418008
Fax. No.:0674-418006
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Orissa |
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C/o, Reserve Bank of India, RBI Building, Fort Glacis,
No. 16, Rajaji Salai,
Chennai 600
001.
Tel. No.:25395487
Fax. No.:044-25395488
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Tamil Nadu, Union
Territories of Pondicherry and Andaman and Nicobar Islands |
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C/o. Reserve Bank
of India
15, Netaji Subhash
Road
KOLKATA 700001
Tel. No.:2206222/2205580
Fax. No.:033-2205899
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West Bengal and
Sikkim |
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C/o. Reserve Bank
fo India
La Gajjar Chambers
Ashram Road
AHMEDABAD
380009.
Tel. No.:6582357/6586718
Fax. No.:079-6583325
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Gujarat,
Union Territories of Dadra and Nagar Haveli, Daman and Diu |
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C/o. Reserve Bank
of India
Bakery Junction
THIRUVANANTHAPURAM
- 695033
Tel. No.:332723/329676
Fax. No.:0471-321625
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Kerala and Union
Territory of Lakshadweep |
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C/o. Reserve Bank
of India
Ram Bagh Circle
Tonk Road, P.O.Box
No.12
JAIPUR
302004.
Tel. No.:570357/570392
Fax. No.:0141-562220
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Rajasthan |
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