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Regulator of Bank

What if you are not satisfied with the response of a bank on a complain made to it? You have the remedies for this. You can register complain to the Reserve Bank of India banking ombudsman. The Reserve Bank of India is the controlling authority of Banks/Small Finance banks/Payment banks/RRBs/Cooperative banks/NBFCs/Payment system providers etc. The Reserve Bank of India in the capacity of regulator has the power to address the concern of the customers.

Grounds of Complain

A complaint to Banking Ombudsman on any one of the following grounds alleging deficiency in banking service in respect of loans and advances:

(a) non-acceptance of loans application without furnishing valid reasons to the applicant:

(b) delays in sanction, disbursement or non-observance of prescribed time schedule for disposal of loan applications;

(c) non-observance of Reserve Bank Directives on interest rates; and

(d) non-adherence to the provisions of the fair practices code for lenders as adopted by the bank or Code of Bank’s Commitment to Customers, as the case may be;

(e) non-observance of Reserve Bank guidelines on engagement of recovery agents by banks; and

(f) non-observance of any other direction or instruction of the Reserve Bank as may be specified by the Reserve Bank for this purpose from time to time.

What are the Pre-conditions for Filing Complaints?

Following are the pre-conditions followed and satisfied by the customers of the bank in order to file complaints with the Banking Ombudsman against a bank:

  • The complaint should have made written representation to the bank and that complaint has been rejected or the complainant has not received any reply within a period of 1 month from the date the bank has received his/ her representation or he is not satisfied with the reply provided.
  • The complaint is not made later than one year after the complainant has received the reply of the bank on his complaint.
  • The complaint does not pertain to the same subject matter for which the suit proceedings are pending before any Court, Tribunal, or Arbitrator, etc. or decree or award or order has already been passed by such authorities.
  • The complaint should be genuine and not a silly one with inappropriate intentions.

Procedure for Filing a Complaint

i.  The complaint may be lodged online through the portal designed for the purpose (https://cms.rbi.org.in).

ii. The complaint may also be submitted through electronic or physical mode to the Centralised Receipt and Processing Centre as notified by the Reserve Bank. The complaint, if submitted in physical form, shall be duly signed by the complainant or by the authorised representative. The complaint shall be submitted in electronic or physical mode in such format and containing such information as may be specified by Reserve Bank.

In order to file an online complaint with the RBI Ombudsman, follow these steps:

  • Log on to the official website https://cms.rbi.org.in and submit the details of your complaint,
  • Upload the complaint letter explaining the problem,
  • Upload any supporting documents to support your complaint,
  • Insert a copy of the original complaint written to the concerned bank,
  • Also, insert a copy of the response received from the concerned bank, and
  • All these documents need to be uploaded on the website in pdf or .txt format only.
  • Complainant can track the status of complaint by visiting the official website.

Complaint through Physical or electronic mode can be made to the Centralised Receipt and Processing Centre at following address of Banking Ombudsmen.

Address and Area of Operation of RBI Ombudsmen
Sl. No. Centre Name & Address of the Office of RBI Ombudsman
1. Ahmedabad Smt. N Sara Rajendra Kumar
C/o Reserve Bank of India
4th Floor, “Riverfront House”, Behind H.K. Arts College,
Between Gandhi & Nehru Bridge,
Pujya Pramukh Swami Marg (Riverfront Road – West),
Ahmedabad-380 009
STD Code: 079
Tel. No. 26582357
2. Bengaluru Smt. Jayasree Gopalan
C/o Reserve Bank of India
10/3/8, Nrupathunga Road
Bengaluru -560 001
STD Code: 080
Tel. No. 22277660/22180221
3. Bhopal Ms. Ira Gupta
C/o Reserve Bank of India
Hoshangabad Road
Post Box No. 32, Bhopal-462 011
STD Code: 0755
Tel. No. 2573772/2573779
4. Bhubaneswar Shri Pankaja Kumar Nayak
C/o Reserve Bank of India
Pt. Jawaharlal Nehru Marg
Bhubaneswar-751 001
STD Code: 0674
Tel. No. 2396420/2396207
5. Chandigarh Shri Rajeev Dwivedi
C/o Reserve Bank of India
4th Floor, Sector 17
Chandigarh
STD Code: 0172
Tel. No. – 2721109, 2721011, 2727118
6. Chennai Dr (Smt) Tuli Roy
C/o Reserve Bank of India
Fort Glacis, Chennai 600 001
STD Code: 044
Tel No. 25395964
Fax. 25395488
7. Dehradun Shri Manish Parashar
C/o Reserve Bank of India
74/1 G.M.V.N. Building, 1st floor,
Rajpur Road,
Dehradun – 248 001
STD Code: 0135
Tel No.: 2742006
8. Guwahati Shri Partha Choudhuri
C/o Reserve Bank of India
Station Road, Pan Bazar
Guwahati-781 001
STD Code: 0361
Tel.No. 2542556
9. Hyderabad Shri Chinmoy Kumar
C/o Reserve Bank of India
6-1-56, Secretariat Road
Saifabad, Hyderabad-500 004
STD Code: 040
Tel. No. 23210013
10. Jaipur Ms. Rekha Chandanaveli
C/o Reserve Bank of India,
4th floor Rambagh Circle,
Tonk Road, Jaipur – 302 004
STD Code: 0141
Tel. No. 2577931
11. Jammu Shri Ramesh Chand
C/o Reserve Bank of India,
Rail Head Complex,
Jammu- 180012
STD Code: 0191
Tel No.: 2477905
12. Kanpur Smt. Chandini Moolchandani
C/o Reserve Bank of India
M. G. Road, Post Box No. 82
Kanpur-208 001
STD Code: 0512
Tel. No. 2305174/2303004
13. Kolkata Shri Rabindra Kishore Panda
C/o Reserve Bank of India
15, Netaji Subhash Road
Kolkata-700 001
STD Code: 033
Tel. No. 22310217
14. Mumbai (I) Dr. Neena Rohit Jain
C/o Reserve Bank of India
4th Floor, RBI Byculla Office Building,
Opp. Mumbai Central Railway Station,
Byculla, Mumbai-400 008
STD Code: 022
Tel No. 23022028
15. Mumbai (II) Dr. Sushanta Kumar Kar
C/o Reserve Bank of India,
4th Floor, RBI Byculla Office
Building, Opp. Mumbai Central
Railway Station, Byculla,
Mumbai-400 008
STD Code: 022
Tel No.: 23001483
16. Patna Shri Rajesh Jai Kanth
C/o Reserve Bank of India
Patna-800 001
STD Code: 0612
Tel. No. 2322569/2323734
17. New Delhi (I) Shri R.K. Moolchandani
C/o Reserve Bank of India,
Sansad Marg, New Delhi
STD Code: 011
Tel. No. 23725445
18. New Delhi (II) Smt. Suchitra Maurya
C/o Reserve Bank of India,
Sansad Marg, New Delhi
STD Code: 011
Tel. No. 23715393
19. Raipur Shri J. P. Tirkey
C/o Reserve Bank of India
54/949, Shubhashish Parisar, Satya Prem Vihar
Mahadev Ghat Road, Sundar Nagar, Raipur- 492013
STD Code: 0771
Tel. No: 2244246
20. Ranchi Shri Ranjeev Shanker
C/o Reserve Bank of India
4th Floor, Pragati Sadan,
RRDA Building,
Kutchery Road, Ranchi Jharkhand 834001
STD Code: 0651
Tel No.: 97718 – 63111 (Land Line)
21. Thiruvananthapuram Shri R. Kamalakannan
C/o Reserve Bank of India
Bakery Junction
Thiruvananthapuram-695 033
STD Code: 0471
Tel. No. 2326769

Author Bio

Mr. Rishikant Mehta is an Associate Member of the Institute of Chartered Accountants of India and has done his graduation in Commerce from G.S. College of Commerce & Economics, Nagpur. He is known for his insights in the areas of consultancy/advisory on Income Tax, Goods & Services Tax(GST) View Full Profile

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2 Comments

  1. P.PALANI says:

    Subject: My death husband Account balance tfr to myself Account.9 SIR I am T. Nageswari w/o late Thiyagarajan Ex.army pensioner my husband death as on 06/02/2023: his A/C NO Is 11507228180 his Account balance held in bank of Rs 83500/- Eighty three thousand and five hundred rupees only. So, Now I request to you the amount of Rs transfer to my pension -account No: 38931451193 as soon as possible By yours faithfully T. NAGESWARI

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