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

Detailed Legal Analysis

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

The Banking Ombudsman Scheme, established under the Banking Ombudsman (BO) Scheme, 2006, provides a mechanism for resolving complaints against banks regarding various services. Here's how you can proceed:

• Step 1: Check Eligibility
  • Ensure that your complaint pertains to services provided by a scheduled commercial bank, regional rural bank, or a scheduled cooperative bank.
  • Complaints related to unauthorized debits are covered under the scheme, provided you have already attempted to resolve the issue with the bank.
• Step 2: Contact Your Bank
  • Before escalating to the Ombudsman, you must first file a complaint with your bank’s grievance redressal mechanism.
  • Make sure to keep a record of your complaint, including the complaint number and any correspondence.
• Step 3: Wait for a Response
  • Your bank is required to respond within one month. If they fail to do so or if you are not satisfied with their response, you can escalate the matter.
• Step 4: Prepare Your Complaint
  • Gather all relevant documents, including bank statements, complaint details, and correspondence with the bank.
  • Ensure you have all necessary information such as your name, address, email, and phone number, along with the bank details.
• Step 5: File a Complaint with the Banking Ombudsman
  • You can file your complaint online through the RBI’s Complaints Management System (CMS) or send a physical complaint to the respective Banking Ombudsman’s office.
  • Online complaints can be submitted at the RBI website (https://www.rbi.org.in) under the "Banking Ombudsman" section.
  • For physical complaints, send your grievance along with copies of all relevant documents to the Banking Ombudsman for your region.
• Step 6: Await Resolution
  • The Banking Ombudsman will review your complaint and inform you of the outcome, which usually takes about 30 days.
  • If you agree with the decision, the bank will implement it; if not, you can appeal to the higher authorities within the RBI.

The relevant provisions governing the Banking Ombudsman Scheme can be found under the Reserve Bank of India Act, 1934, particularly Section 35A, which empowers the RBI to establish such an institution for addressing grievances against banks.