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

Detailed Legal Analysis

If your bank has refused to resolve your grievance regarding unauthorized debits, you can file a complaint with the Banking Ombudsman under the Banking Ombudsman Scheme, 2006, as prescribed by the Reserve Bank of India (RBI).

Here are the steps to file a complaint:

• Eligibility: Ensure that your complaint is eligible under the Banking Ombudsman Scheme. The Ombudsman can address complaints related to:
• Unauthorized transactions
• Failure to provide or delay in providing services
• Non-compliance with regulatory guidelines
• Initial Resolution: Before approaching the Ombudsman, you must first lodge your complaint with the bank’s grievance redressal mechanism. Ensure you have:
• Documented your complaint
• Received a response or a reference number from the bank
• Waited for 30 days for the resolution
• Gather Documentation: Collect all relevant documents to support your complaint, including:
• Bank account statements
• Correspondence with the bank
• Any other evidence related to the unauthorized debits
• Filing the Complaint: You can file your complaint through the following methods:
• Online: Visit the RBI's official Banking Ombudsman website and fill out the online complaint form.
• Offline: Draft a letter addressed to the Banking Ombudsman, mentioning your details, nature of complaint, and attach all supporting documents.
• Complaint Reference Number: Upon submission, you will receive a complaint reference number. Keep this for future tracking.
• Follow Up: The Banking Ombudsman will investigate your complaint and inform you of the outcome. The process usually gets completed within 30 days.

The relevant provisions regarding the Banking Ombudsman Scheme are found in the Reserve Bank of India Act, 1934, Section 35A, and the detailed guidelines in the Banking Ombudsman Scheme, 2006.

In case you are unsatisfied with the Ombudsman’s decision, you may escalate the matter to the appropriate consumer forum as per the Consumer Protection Act, 2019.