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Ombudsman Scheme
  Ombudsman Scheme 2006

Extracts from Banking Ombudsman Scheme in areas of Interest to Customers.
  Salient features of the Scheme

Bank customers can complain against Commercial Banks, Regional Rural Banks and Scheduled Primary Co-operative Banks.
  Grounds of Complaint

A Complaint on any one of the following grounds alleging deficiency in banking or other services may be filed in the Banking Ombudsman:
  1. Non - payment or inordinate delay in the payment or collection of cheques, drafts, bills etc.
  2. Non - acceptance, without sufficient cause, of small denomination notes tendered for any purpose, and for charging of commission in respect thereof.
  3. Non- acceptance, without sufficient cause, of coins tendered and for charging of commission in respect thereof.
  4. Non - payment or delay in payment of inward remittances.
  5. Failure to issue or delay in issue of drafts, pay orders or banker's cheques.
  6. Non - adherence to prescribed working hours.
  7. Failure to honour guarantee or letter of credit commitments.
  8. Failure to provide or delay in providing a banking facility (other than loans and advances) promised in writing by a bank or its direct selling agents.
  9. Delays, non-credit of proceeds to parties' accounts, non-payment of deposit or non-observance of the Reserve Bank directives, if any, applicable to rate of interest on deposits in any savings, current or other account maintained with a bank.
  10. Delays in receipt of export proceeds, handling of export bills, collection of bills etc., for exporters provided the said complaints pertain to the bank's operations in India.
  11. Complaints from Non-Resident Indians having accounts in India in relation to their .remittances from abroad, deposits and other bank related matters.
  12. Refusal to open deposit accounts without any valid reason for refusal.
  13. Levying of charges without adequate prior notice to the customer.
  14. Non-adherence by the bank or its subsidiaries to the instructions of Reserve Bank on ATM/Debit card operations or credit card operations.
  15. Non-disbursement or delay in disbursement of pension (to the extent the grievance can be attributed to the action on the part of the bank concerned, but not with regard to its employees)
  16. Refusal to accept or delay in accepting payment towards taxes, as required by Reserve Bank / Government
  17. Refusal to issue or delay in issuing, or failure to service or delay in servicing or redemption of Government securities
  18. Forced closure of deposit accounts without due notice or without sufficient reason
  19. Refusal to close or delay in closing the accounts
  20. Non-adherence to the fair practices code as adopted by the bank; and
  21. Any other matter relating to the violation of the directives issued by the Reserve Bank in relation to banking or other services

A complaint on any one of the following grounds alleging deficiency in banking service in respect of loans and Advances may be filed with the Banking Ombudsman having jurisdiction:

  1. Non-observance of Reserve Bank Directives on interest rates;
  2. Delays in sanction, disbursement or non-observance of prescribed time schedule for disposal of loan applications
  3. Non-acceptance of application for loans without furnishing valid reasons to the applicant; and 
  4. 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.

The Banking Ombudsman may also deal with such other matters as may be specified by the Reserve Bank from time to time in this behalf; 

The Banking Ombudsman shall also entertain complaints covered by this scheme received by Central Government or Reserve Bank of India and forwarded to him for disposal.

  Procedure for Filing Complaint

Any person who has a grievance against a bank on any one or more of the grounds mentioned in Clause 2 above may, himself or through his authorized representative (other than an advocate), make a complaint to the Banking Ombudsman within whose jurisdiction the branch or office of the bank complained against is located.

Provided that a complaint arising out of the operations of credit cards, shall be filed before the Banking Ombudsman within whose territorial jurisdiction the billing address of the card holder is located and not the place where the bank concerned or the credit card processing unit is located

  1. The complaint in writing shall be duly signed by the complainant or his authorized representative and shall be, as far as possible, in the form specified in Annexures'to the scheme or as near as thereto as circumstances admit, stating clearly:
    1. The name and the address of the complainant
    2. The name and address of the branch or office of the bank against which the complaint is made
    3. The facts giving rise to the complaint,
    4. The nature and extent of the loss caused to the complainant, and
    5. The relief sought for.
  2. The complainant shall file along with the complaint, copies of the documents, if any, which he proposes to rely upon and a declaration that the complaint is maintainable under clause below.
  3. A complaint made through electronic means shall also be accepted by the Banking Ombudsman and a print out of such complaint shall be taken on the record of the Banking Ombudsman.
  Rejection of the Complaint

The Banking Ombudsman may reject a complaint at any stage if it appears to him that the complaint made is;

  1. frivolous, vexatious, malafide; or
  2. without any sufficient cause; or
  3. that it is not pursued by the complainant with reasonable diligence; or
  4. in the opinion of the Banking Ombudsman there is no loss or damage or inconvenience caused to the complainant; or
  5. beyond the pecuniary jurisdiction of Banking Ombudsman prescribed under clause 7.05 above.

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 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.

  Appeal before the Appellate Authority

Any person aggrieved by the Award may, within 45 days of the date of receipt of the Award, prefer an appeal against the Award before the Appellate Authority.The Dy. Governor - in - charge of the Department of the Reserve Bank of India, implementing the scheme shall be the Appellate Authority

Provided that the Appellate Authority may, if he is satisfied that the applicant had sufficient cause for not making the appeal within time, allow a further period not exceeding 30 days;

Provided that the appeal may be filed by the bank only with the previous sanction of the Chairman or, in his absence, the Managing Director or the Executive Director or the Chief Executive Officer or any other officer of equal rank.

The Appellate Authority shall, after giving the parties a reasonable opportunity of being heard

  1. dismiss the appeal; or
  2. allow the appeal and set aside the Award; or
  3. remand the matter to the Banking Ombudsman for fresh disposal in accordance with such directions as the Appellate Authority may consider necessary or proper; or
  4. modify the Award and pass such directions as may be necessary to give effect to the Award so modified; or
  5. pass any other order as it may deem fit.

The order of the Appellate Authority shall have the same effect as the Award passed by Banking Ombudsman under clause 7 above or the order rejecting the complaint under clause 8 above, as the case may be.

Note: On complete information on Banking Ombudsman Scheme 2006, please visit RBI website (

  Address and Area of Operation of Banking Ombudsman

Centre Contact details of the Office of Banking Ombudsman Area of Operation
Ahmedabad Shri P.K.Brahma
C/o Reserve Bank of India
La Gajjar Chambers,
Ashram Road,
Ahmedabad-380 009
Tel.No.079- 26582357, 079-26586718
Fax No.079-26583325

Gujarat, Union Territories of Dadra and Nagar Haveli, Daman and Diu

Bangalore Shri. K.R.Ananda
C/o Reserve Bank of India
10/3/8, Nrupathunga Road
Bangalore-560 001
Tel.No.080-22210771, 080-22275629
Fax No.080-22244047
Bhopal Shri B.P.Kanungo
C/o Reserve Bank of India
Hoshangabad Road,
Post Box No.32,
Bhopal-462 011
Tel.No.0755-2573772, 0755-2573776
Fax No.0755-2573779
Madhya Pradesh and Chattisgarh
Bhubaneswar Shri P.K.Jena
C/o Reserve Bank of India
Pt. Jawaharlal Nehru Marg
Bhubaneswar-751 001
Tel.No.0674-2396207, 0674-2396008
Fax No.0674-2393906
Chandigarh Smt. Balbir Kaur
C/o Reserve Bank of India
New Office Building
Sector-17, Central Vista
Chandigarh-160 017
>Tel.No.0172-2721109, 0172-2721011
Fax No.0172-2721880

Himachal Pradesh, Punjab and Union Territory of Chandigarh

Chennai Shri S.Gopalakrishnan
C/o Reserve Bank of India,
Fort Glacis,
Chennai 600 001
Tel No.044-25399170, 044-25395964
Fax No.044-25395488

Tamil Nadu, Union Territories of Pondicherry and Andaman and Nicobar Islands

Guwahati Shri P.K.Datta
C/o Reserve Bank of India
Station Road,
Pan Bazar
Guwahati-781 001
Tel.No.0361-2542556, 0361-2540445
Fax No.0361-2540445
Assam, Arunachal Pradesh, Manipur, Meghalaya, Mizoram, Nagaland and Tripura
Hyderabad Shri   M  Sebastian
C/o Reserve Bank of India,1st Floor,
6-1-56, Secretariat Road
Hyderabad-500 004
Fax No.040-23210014 ; 23210248
Andhra Pradesh
Jaipur Shri Rajendra Singh
C/o Reserve Bank of India,
Ram Bagh Circle,
Tonk Road, Post Box No.12,
Jaipur-302 004
Fax No.0141-2562220
Kanpur Shri B.K.Bhoi
C/o Reserve Bank of India
M.G. Road, Post Box No.82
Kanpur-208 001
Fax No.0512-2362553
Uttar Pradesh (excluding District of Ghaziabad) and Uttaranchal
Kolkata Shri P.K.Sarkar
C/o Reserve Bank of India
15, Nethaji Subhas Road
Kolkata-700 001
Fax No.033-22305899
West Bengal and Sikkim
Mumbai Shri N.Sadasivan
C/o Reserve Bank of India
Garment House,
Ground Floor,
Dr. Annie Besant Road,
Worli, Mumbai-400 018
Fax No.022-24960912
Maharashtra and Goa
New Delhi Shri H Kulshreshtha
Jeevan Bharati Building
Tower No.1, 7th Floor
124 Connaught Circus
New Delhi-110 011
Fax No.011-23725218
Delhi, Haryana, UT of Jammu & Kashmir and Ghaziabad district of Uttar Pradesh
Patna Shri P.S.Cheema
Biscomaun Towers,
2nd Floor,
West Gandhi Maidan
Patna-800 001
Fax No.0612-2320407
Bihar and Jharkhand
New Thiruvananthapuram Shri V.Krishnamurthy
C/o Reserve Bank of India
Bakery Junction
Thiruvananthapuram-695 033
Fax No.0471-2321625
Kerala and Union Territory of Lakshadweep