If any customer of a bank has to file a complaint against the bank due to any kind of dissatisfaction with the bank, it can be filed through the RBI portal. When a complaint is filed with the bank itself it may not always respond to such complaints. Many people are not aware of the fact that complaint against banks can be filed through RBI portal.
Points covered in this article are
RBI's Complaint Management System (CMS)
Types/Scope of complaints that can be filed
When to file a complaint?
Process of filing complaint with RBI
Tracking the complaint filed
Power to call for information
1. RBI's Complaint Management System
RBI has had a Banking Ombudsman scheme since 1955, it is a service provided to empower the customer of any banking facility and avoid any kind of fraudulent activity. Reserve Bank of India has introduced a complaint management software to help people lodge complaints against any regulated entity with public interface such as commercial banks, urban cooperative banks, Non-Banking Financial Companies (NBFCs). It is a customer friendly service that makes grievance redressal easier. The person filing a complaint can also track the status of the complaint through RBI website
2. Who is the Banking Ombudsman?
Banking Ombudsman is an official appointed by the Reserve Bank of India to settle the complaints filed by the customers if there are any problems with banking services provided by any regulated entity with public interface
3. Types/Scope of complaints that can be filed
Reserve Bank of India has specified the transactions for which complaint can be filed. They are-
● Non acceptance or delay in inward remittances
● Deficiency in services related to digital transactions
● Non adherence to the specified working hours
● Delay in receipts, proceeds and collection of export bills
● Refusal to open deposits account without valid reason
● Charges levied on customers without prior issue of notice
● Refusal to accept or delay in accepting payment towards taxes, as required by Reserve Bank or Government of India
● Closure of bank account without asking or informing the customer
● Complaint can be filed with respect to loans and advances also
There are different circumstances under which complaints can be filed through the RBI portal. This is not limited to physical bank transactions but includes digital transactions as well. So, all the systems providers are required to comply with Ombudsman Scheme for Digital Transactions, 2019.
4. When to file a complaint?
One cannot directly file a complaint with RBI. First, complaint is to be made with the bank and if the bank does not respond to the complaint or rejects the complaint within 30 days of filing complaint, it can be filed with Banking Ombudsman
5. Process of filing complaint with RBI
Complaint can be filed physically in a plain paper at the respective jurisdiction of the bank or online or through email. The steps to file a complaint online is-
1. Visit https://cms.rbi.org.in. and click on the 'file a complaint' link.
2. In the next step select the type of entity (bank, NBFC, System Participant) against whom complaint is being filed
3. Now a 'Lodge Complaint' screen appears. Details such as region, state and phone number. Check out date of complaint and date of reply boxes
4. Next, enter all the details regarding your complaint such as Name, Age, address and reason for filing complaint
5. After submission of personal complaint details, enter bank details (Account Category, account number). Click on 'next' tab once completed
6. Read the declaration and accept it.
7. In the next step specify nomination details. Details of person against whom grievance is filed should be given
8. Upload documents relating to the complaint, if any and submit the application
Once the complaint is filed, an auto-generated acknowledgement will be available to the applicant. The complaints filed are sent to respective Ombudsman/Regional Office of the RBI
5. Tracking the complaint filed
After the complaint is filed, the customer can visit the RBI CMS portal and track the status of the complaint at rbi.org.in. Complaint is usually addressed within a period of 30 days. If not, an email can be sent to RBI
6. Power to call for information
To carry out the duties under the scheme and to investigate the complaint filed, the Ombudsman has the power to ask for information regarding the transactions with any persons concerned with the complaint. On the grounds of documents submitted the officers shall settle the case
This scheme has helped in redressal of customer complaints quicker thus improving the quality of banking services. It also brings transparency in transactions
Frequently Asked Questions
1. How many Banking Ombudsman have been appointed so far?
20 Banking Ombudsman’s have been appointed located in state capitals.
2. Which all banks are covered under this Scheme?
All Scheduled Commercial Banks, Regional Rural Banks and Scheduled Primary Co-operative Banks are covered under the Scheme
3. How can a complaint be filed?
One can file a complaint physically in a plain paper as per Annexure 1 or online through RBI portal or through email