My bank has refused to resolve my grievance regarding unauthorised debits in Bokaro; how do I file an RBI complaint under the Banking Ombudsman Scheme?

Detailed Legal Analysis

To file a complaint with the Banking Ombudsman regarding unauthorized debits, you must follow a specific procedure laid down by the Reserve Bank of India (RBI) under the Banking Ombudsman Scheme, 2006.

Here are the steps to file your complaint:

• Check Eligibility: Ensure that your grievance falls under the purview of the Banking Ombudsman Scheme. Common issues include:
• Unauthorized transactions or debits.
• Delay in crediting the amount in case of failed transactions.
• Failure to provide promised services or products.
• Initial Complaint to the Bank: Before escalating to the Ombudsman, you must first lodge a complaint with your bank. This should be done through the following steps:
• Submit a written complaint to the bank's branch or customer service.
• Keep a record of your complaint, including dates and response times.
• Allow the bank 30 days to respond to your complaint.
• Filing a Complaint with the Banking Ombudsman: If the bank fails to resolve your grievance satisfactorily, you can file a complaint with the Banking Ombudsman:
• Your complaint must be in writing (can be submitted online, via email, or through post).
• Include details such as your name, address, contact number, and the name of the bank.
• Provide a clear description of your grievance along with supporting documents and evidence.
• You can file the complaint through the RBI's official website or at the nearest Banking Ombudsman office.
• Timeframe: The Banking Ombudsman is required to resolve the complaint within 30 days of receiving it.
• Reference Laws: The Banking Ombudsman Scheme is governed by:
• Section 35A of the Banking Regulation Act, 1949.
• RBI's Master Circular on the Banking Ombudsman Scheme.

Once the Banking Ombudsman issues a decision, it is binding on the bank, and you will be notified of the outcome. If unsatisfied with the Ombudsman’s decision, you may explore further legal remedies, such as filing a complaint in consumer forums.