My bank has refused to resolve my grievance regarding unauthorised debits in Kannur; 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 unauthorised debits, you must follow a specific process outlined by the Reserve Bank of India (RBI).

The Banking Ombudsman Scheme, established under Section 35A of the Banking Regulation Act, 1949, provides a mechanism for resolving grievances of bank customers. Here are the steps to file your complaint:

• Eligibility: Ensure that your complaint relates to the services provided by a bank and falls under the categories specified in the Banking Ombudsman Scheme, such as:
• Unauthorised debits
• Non-payment or delay in payment
• Deficiency in banking services
• Approach the Bank First: Before escalating to the Banking Ombudsman, you must first approach your bank’s grievance redressal mechanism. This includes:
• Submitting a written complaint to the bank’s customer service or grievance redressal department.
• Waiting for a response, which should be provided within a stipulated time frame (usually 30 days).
• Gather Documentation: Compile all relevant documents to support your case, such as:
• Bank statements showing the unauthorised debits.
• Copy of the complaint sent to the bank and their response (if any).
• Any communication exchanged with the bank regarding the issue.
• File a Complaint with the Ombudsman: If your issue is unresolved after 30 days, you can file a complaint with the Banking Ombudsman. This can be done in the following ways:
• Online through the RBI’s Banking Ombudsman portal.
• By sending a physical complaint letter to the relevant Banking Ombudsman office in your region.
• Details to Include: When submitting your complaint, ensure you include:
• Your name, address, and contact information.
• The name of the bank and branch.
• A clear description of your grievance and the resolution sought.
• Copies of supporting documents.
• Await Response: After filing, the Ombudsman will acknowledge receipt of your complaint and will investigate the matter. You will be informed of the outcome.

Under the Banking Ombudsman Scheme, the Ombudsman has the authority to pass an award against the bank, which is binding on the bank but not on the complainant.

For more information, refer to the Banking Ombudsman Scheme, 2006, and the RBI’s official guidelines on the matter.