The Banking Ombudsman Scheme 2006

The Banking
Ombudsman Scheme
2006

{As amended upto July 1, 2017)

Reserve Bank of India

Central Office
Mumbai

Confidential Document
The Banking Ombudsman Scheme 2006

TABLE OF CONTENTS

CHAPTER!

PRELIM I NARY

1. Short Title, Commencement, Extent and Application 1

2. Suspension of the Scheme 1
3. Definitions 2

CHAPTER II

ESTABLISHMENT OF OFFICE OF BANKING OMBUDSMAN

4. Appointment & Tenure 3

5. Location of Office and Temporary Headquarters 3
6. Secretariat 3

CHAPTER Ill

JURISDICTION, POWERS AND DUTIES OF BANKING OMBUDSMAN

7. Powers and Jurisdiction 4

CHAPTER IV

PROCEDURE FOR REDRESSALOF GRIEVANCE

8. Grounds of Complaint 5
9. Procedure for Filing Complaint 8
10. Power to Call for Information 10
11. Settlement of Complaint by Agreement 10

Confidential Document
The Banking Ombudsman Scheme 2006

12. Award by the Banking Ombudsman 12

13. Rejection of the Complaint 13
14. Appeal Before the Appellate Authority 14
15. Banks to Display Salient Features of the Scheme 15
for Common Knowledge of Public

CHAPTERV

MISCELLANEOUS

16. Removal of Difficulties 16

17. Application of the Banking Ombudsman Schemes, 16
1995,2002

ANNEXURE

Annexure 'A' - Form of Complaint 17

Annexure 'B' - Addresses and Area of Operation 20

of Banking Ombudsman

Confidential Document
The Banking Ombudsman Scheme 2006

Deputy Governor Reserve Bank of India

Mumbai

THE BANKING OMBUDSMAN SCHEME 2006

NOTIFICATION

Ref. CEPD. PRS. No. 6317 /13.01.01/2016-17 JUNE 16, 2017

In exercise of the powers conferred by Section 35A of the Banking Regulation Act,

1949 (10 of 1949) and in partial modification of its Notifications Ref. (i) RPCD. BOS.

No. 441/ 13.01.01/2005-06 dated December 26, 2005, (ii) CSD. BOS 4638 /13.01.01

/2006-07 dated May 24, 2007 and (iii) CSD. BOS. No. 4736 /13.01.01/2008-09 dated

February 3, 2009, Reserve Bank of India hereby amends the Banking Ombudsman

Scheme 2006 to the extent specified in the Annex hereto. The Reserve Bank of India,

hereby directs that all commercial banks, regional rural banks and scheduled primary

co-operative banks shall comply with the Banking Ombudsman Scheme, 2006 as

amended hereby.

2. The amendments in the Scheme shall come into force from July 1, 2017.

Sd/-

(S S Mundra)

Confidential Document
The Banking Ombudsman Scheme 2006

THE BANKING OMBUDSMAN SCHEME, 2006

The Scheme is introduced with the object of enabling resolution of complaints

relating to certain services rendered by banks and to facilitate the satisfaction or

settlement of such complaints.

CHAPTER I
PRELIMINARY
1. SHORT TITLE, COMMENCEMENT, EXTENT AND APPLICATION

(1) This Scheme may be called the Banking Ombudsman Scheme, 2006.

(2) It shall come into force on such date as the Reserve Bank may specify.

(3) It shall extend to the whole of India.

(4) The Scheme shall apply to the business in India of a bank as defined under
the Scheme.

2. SUSPENSION OF THE SCHEME

(1) The Reserve Bank, if it is satisfied that it is expedient so to do, may by order
suspend for such period as may be specified in the order, the operation of all or
any of the provisions of the Scheme, either generally or in relation to any
specified bank.

(2) The Reserve Bank may, by order, extend from time to time, the period of any
suspension ordered as aforesaid by such period, as it thinks fit.

3. DEFINITIONS

(1) 'award' means an award passed by the Banking Ombudsman in accordance with
the Scheme.
(2) 'Appellate Authority' means the Deputy Governor in charge of the Department of
the Reserve Bank implementing the Scheme.

Confidential Document
The Banking Ombudsman Scheme 2006

(3) 'authorised representative' means a person duly appointed and authorised by a

complainant to act on his behalf and represent him in the proceedings under
the Scheme before a Banking Ombudsman for consideration of his complaint.
(4) 'Banking Ombudsman' means any person appointed under Clause 4 of the
Scheme
(5) 'bank' means a 'banking company', a 'corresponding new bank', a 'Regional
Rural Bank', 'State Bank of India' a 'Subsidiary Bank' as defined in Section 5 of
the Banking Regulation Act, 1949 (Act 10 of 1949), or a 'Primary Co-operative
Bank' as defined in clause (c) of Section 56 of that Act and included in
the Second Schedule of the Reserve Bank of India Act, 1934 (Act 2 of 1934),
having a place of business in India, whether such bank is incorporated in
India or outside India.
(6) 'complaint' means a representation in writing or through electronic means
containing a grievance alleging deficiency in banking service as mentioned in
clause 8 of the Scheme.
(7) 'Reserve Bank' means the Reserve Bank of India constituted by Section 3 of the
Reserve Bank of India Act, 1934 (Act 2 of 1934).
(8) 'the scheme' means the Banking Ombudsman Scheme, 2006.
(9) 'secretariat' means the office constituted as per Sub-Clause (1) of Clause 6 of
the Scheme.
(10) 'settlement' means an agreement reached by the parties either by
conciliation or mediation under Clause 11 of the Scheme.

Confidential Document
The Banking Ombudsman Scheme 2006

CHAPTER II

ESTABLISHMENT OF OFFICE OF
BANKING OMBUDSMAN

4. APPOINTMENT & TENURE

(1) The Reserve Bank may appoint one or more of its officers in the rank of Chief
General Manager or General Manager to be known as Banking Ombudsmen to
carry out the functions entrusted to them by or under the Scheme.

(2) The appointment of Banking Ombudsman under the above Clause may be
made for a period not exceeding three years at a time.

5. LOCATION OF OFFICE AND TEMPORARY HEADQUARTERS

(1) The office of the Banking Ombudsman shall be located at such places as may
be specified by the Reserve Bank.

(2) In order to expedite disposal of complaints, the Banking Ombudsman may

hold sittings at such places within his area of jurisdiction as may be considered
necessary and proper by him in respect of a complaint or reference before him.

6. SECRETARIAT

(1) The Reserve Bank shall depute such number of its officers or other staff to
the office of the Banking Ombudsman as is considered necessary to function as
the secretariat of the Banking Ombudsman.

(2) The cost of the Secretariat shall be borne by the Reserve Bank.

Confidential Document
The Banking Ombudsman Scheme 2006

CHAPTER
JURISDICTION, POWERS AND DUTIES OF
BANKING OMBUDSMAN

7. POWERS AND JURISDICTION

(1) The Reserve Bank shall specify the territorial limits to which the authority of
each Banking Ombudsman appointed under Clause 4 of the Scheme shall
extend.

1(2) The Banking Ombudsman shall receive and consider complaints relating to

the deficiencies in banking or other services filed on the grounds mentioned in

clause 8 irrespective of the pecuniary value of the deficiency in service complained

and facilitate their satisfaction or settlement by agreement or through conciliation

and mediation between the bank concerned and the aggrieved parties or by passing

an Award as per the provisions of the Scheme.

(3) The Banking Ombudsman shall exercise general powers of superintendence

and control over his Office and shall be responsible for the conduct of business
thereat.

(4) The Office of the Banking Ombudsman shall draw up an annual budget for itself
in consultation with Reserve Bank and shall exercise the powers of expenditure
within the approved budget on the lines of Reserve Bank of India Expenditure
Rules, 2005.

(5) The Banking Ombudsman shall send to the Governor, Reserve Bank, a
th
report, as on 30 June every year, containing a general review of the activities of
his Office during the preceding financial year and shall furnish such other
information as the Reserve Bank may direct and the Reserve Bank may, if it
considers necessary in the public interest so to do, publish the report and the
information received from the Banking Ombudsman in such consolidated form or
otherwise as it deems fit.

1
Substituted by Notification Ref No CEPD PRS. 6317 /13.01.01/2016-l 7 dated June 16, 2017
4

Confidential Document
The Banking Ombudsman Scheme 2006

CHAPTER IV

PROCEDURE FOR REDRESSAL OF GRIEVANCE

8. 2GROUNDS OF COMPLAINT

(1) Any person may file a complaint with the Banking Ombudsman having
jurisdiction on any one of the following grounds alleging deficiency in banking
including internet banking or other services.

(a). non-payment or inordinate delay in the payment or collection of cheques,

drafts, bills etc.;
(b). non-acceptance, without sufficient cause, of small denomination notes
tendered for any purpose, and for charging of commission in respect
thereof;
(c). non-acceptance, without sufficient cause, of coins tendered and for charging
of commission in respect thereof;
(d). non-payment or delay in payment of inward remittances;
(e). failure to issue or delay in issue of drafts, pay orders or bankers' cheques
(f). non-adherence to prescribed working hours;
(g). 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;
(h). 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;
(i). complaints from Non-Resident Indians having accounts in India in relation to
their remittances from abroad, deposits and other bank- related matters;
U). refusal to open deposit accounts without any valid reason for refusal;
(k). levying of charges without adequate prior notice to the customer;

2
Substituted by Notification Ref CEPD PRS No 6317 /13.01.01/2016- l 7 dated June 16, 2017
5

Confidential Document
The Banking Ombudsman Scheme 2006

(I). non-adherence to the instructions of Reserve Bank on ATM /Debit Card and
Prepaid Card operations in India by the bank or its subsidiaries on any of the
following:
i. Account debited but cash not dispensed by ATMs
ii. Account debited more than once for one withdrawal in ATMs or
for POS transaction
iii. Less/Excess amount of cash dispensed by ATMs
iv. Debit in account without use of the card or details of the card
v. Use of stolen/cloned cards
vi. Others
(m). non-adherence by the bank or its subsidiaries to the instructions of Reserve
Bank on credit card operations on any of the following:
i. Unsolicited calls for Add-on Cards, insurance for cards etc.
ii. Charging of Annual Fees on Cards issued free for life
iii. Wrong Billing/Wrong Debits
iv. Threatening calls/ inappropriate approach of recovery by
recovery agents including non-observance of Reserve Bank
guidelines on engagement of recovery agents
v. Wrong reporting of credit information to Credit Information
Bureau
vi. Delay or failure to review and correct the credit status on
account of wrongly reported credit information to Credit
Information Bureau.
vii. Others
(n). non-adherence to the instructions of Reserve Bank with regard to Mobile
Banking / Electronic Banking service in India by the bank on any of the
following:
i. delay or failure to effect online payment/ Fund Transfer,
ii. unauthorized electronic payment/ Fund Transfer,
(o). 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);

Confidential Document
The Banking Ombudsman Scheme 2006

(p). refusal to accept or delay in accepting payment towards taxes, as required

by Reserve Bank/Government;
(q). refusal to issue or delay in issuing, or failure to service or delay in servicing
or redemption of Government securities;
(r). forced closure of deposit accounts without due notice or without sufficient
reason;
(s). refusal to close or delay in closing the accounts;
(t). non-adherence to the fair practices code as adopted by the bank;
(u). non-adherence to the provisions of the Code of Bank's Commitments to
Customers issued by Banking Codes and Standards Board of India and as
adopted by the bank ;
(v). non-observance of Reserve Bank guidelines on engagement of recovery
agents by banks;
(w). non-adherence to Reserve Bank guidelines on para-banking activities like
sale of insurance /mutual fund /other third party investment products by
banks with regard to following:
i. improper, unsuitable sale of third party financial products
ii. non-transparency /lack of adequate transparency in sale
iii. non-disclosure of grievance redressal mechanism available
iv. delay or refusal to facilitate after sales service by banks
(x). any other matter relating to the violation of the directives issued by the
Reserve Bank in relation to banking or other services.

(2) 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:
(a) non-observance of Reserve Bank Directives on interest rates;
(b) delays in sanction, disbursement or non-observance of prescribed
time schedule for disposal of loan applications;
(c) non-acceptance of application for loans without furnishing valid
reasons to the applicant; and

Confidential Document
The Banking Ombudsman Scheme 2006

(d) non-adherence to the provisions of the fair practices code for

lenders as adopted by the bank or Code of Bank's Commitment to
Customers, as the case may be;
(e) non-observance of Reserve Bank guidelines on engagement of
recovery agents by banks; and
(f) 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.

(3) The Banking Ombudsman may also deal with such other matter as may be
specified by the Reserve Bank from time to time in this behalf.

9. PROCEDURE FOR FILING COMPLAINT

(1) Any person who has a grievance against a bank on any one or more of the
grounds mentioned in Clause 8 of the Scheme may, himself or through his
authorised 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 and other
types of services with centralized operations, shall be filed before the Banking
Ombudsman within whose territorial jurisdiction the billing address of the customer
is located.
(2) (a) 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
Annexure 'A' or as near as thereto as circumstances admit, stating clearly:
i. the name and the address of the complainant,
ii. the name and address of the branch or office of the bank against which the
complaint is made,
iii. the facts giving rise to the complaint,
iv. the nature and extent of the loss caused to the complainant, and
v. the relief sought for.

Confidential Document
 The Banking Ombudsman Scheme 2006

(b) 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 Sub-Clause (3) of this Clause.

(c) 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.

(d) The Banking Ombudsman shall also entertain complaints covered by this Scheme
received by Central Government or Reserve Bank and forwarded to the Banking
Ombudsman for disposal.

(3) No complaint to the Banking Ombudsman shall lie unless:-

(a) the complainant had, before making a complaint to the Banking

Ombudsman, made a written representation to the bank and the bank had
rejected the complaint or the complainant had not received any reply within a
period of one month after the bank received his representation or the
complainant is not satisfied with the reply given to him by the bank;

(b) the complaint is made not later than one year after the complainant has
received the reply of the bank to his representation or, where no reply is
received, not later than one year and one month after the date of the
representation to the bank;

(c) the complaint is not in respect of the same cause of action which was
settled or dealt with on merits by the Banking Ombudsman in any previous
proceedings whether or not received from the same complainant or along
with one or more complainants or one or more of the parties concerned with
the cause of action ;

(d) the complaint does not pertain to the same cause of action, for which any
proceedings before any court, tribunal or arbitrator or any other forum is
pending or a decree or Award or order has been passed by any such court,
tribunal, arbitrator or forum;

(e) the complaint is not frivolous or vexatious in nature; and

9

12
Confidential Document
 The Banking Ombudsman Scheme 2006

(f) the complaint is made before the expiry of the period of limitation
prescribed under the Indian Limitation Act, 1963 for such claims.

10. POWER TO CALL FOR INFORMATION

(1) For the purpose of carrying out his duties under this Scheme, a Banking
Ombudsman may require the bank against whom the complaint is made or any
other bank concerned with the complaint to provide any information or furnish
certified copies of any document relating to the complaint which is or is alleged
to be in its possession.

Provided that in the event of the failure of a bank to comply with the requisition
without sufficient cause, the Banking Ombudsman may, if he deems fit,
draw the inference that the information if provided or copies if furnished would
be unfavourable to the bank.

(2) The Banking Ombudsman shall maintain confidentiality of any information or

document that may come into his knowledge or possession in the course of
discharging his duties and shall not disclose such information or document to
any person except with the consent of the person furnishing such information
or document.

Provided that nothing in this Clause shall prevent the Banking Ombudsman
from disclosing information or document furnished by a party in a complaint
to the other party or parties to the extent considered by him to be reasonably
required to comply with any legal requirement or the principles of natural justice
and fair play in the proceedings.

11. SETTLEMENT OF COMPLAINT BY AGREEMENT

(1) As soon as it may be practicable to do, the Banking Ombudsman shall send a
copy of the complaint to the branch or office of the bank named in the complaint,
under advice to the nodal officer referred to in Sub-Clause (3) of Clause 15,
and endeavour to promote a settlement of the complaint by agreement between
the complainant and the bank through conciliation or mediation.
10

12
Confidential Document
 The Banking Ombudsman Scheme 2006

(2) 3 For the purpose of promoting a settlement of the complaint, the Banking
Ombudsman shall not be bound by any rules of evidence and may follow such
procedure as he may consider just and proper, which shall, however, at the least,
require the Banking Ombudsman to provide an opportunity to the complainant
to furnish his/her submissions in writing along with documentary evidence within
a time limit on the written submissions made by the bank.

Provided, where the Banking Ombudsman is of the opinion that the documentary
evidence furnished and written submissions by both the parties are not
conclusive enough to arrive at a decision, he may call for a meeting of bank or
the concerned subsidiary and the complainant together to promote an amicable
resolution.

Provided further that where such meeting is held and it results in a mutually
acceptable resolution of the grievance, the proceedings of the meeting shall be
documented and signed by the parties specifically stating that they are agreeable
to the resolution and thereafter the Banking Ombudsman shall pass an order
recording the fact of settlement annexing thereto the terms of the settlement.

(3) The Banking Ombudsman may deem the complaint as resolved, in any of the
following circumstances:

a. Where the grievance raised by the complainant has been resolved by the bank
or the concerned subsidiary of a bank with the intervention of the Banking
Ombudsman; or
b. The complainant agrees, whether in writing or otherwise, to the manner and
extent of resolution of the grievance provided by the Banking Ombudsman
based on the conciliation and mediation efforts; or
c. In the opinion of the Banking Ombudsman, the bank has adhered to the
banking norms and practices in vogue and the complainant has been informed
to this effect through appropriate means and complainant's objections if any
to the same are not received by Banking Ombudsman within the time frame
provided.

3
Substituted by Notification Ref CEPD PRS No. 6317 /13.01/01/2016-l 7 dated June 16, 2017
11

12
Confidential Document
 The Banking Ombudsman Scheme 2006

(4) The proceedings before the Banking Ombudsman shall be summary in nature.

12. AWARD BY THE BANKING OMBUDSMAN

(1) If a complaint is not settled by agreement within a period of one month from the
date of receipt of the complaint or such further period as the Banking
Ombudsman may allow the parties, he may, after affording the parties a
reasonable opportunity to present their case, pass an Award or reject the
complaint.

(2) The Banking Ombudsman shall take into account the evidence placed before
him by the parties, the principles of banking law and practice, directions,
instructions and guidelines issued by the Reserve Bank from time to time and
such other factors which in his opinion are relevant to the complaint.

(3) The award shall state briefly the reasons for passing the award.

(4) The Award passed under Sub-Clause (1) shall contain the direction/s, if any,
to the bank for specific performance of its obligations and in addition to or
otherwise, the amount, if any, to be paid by the bank to the complainant by
way of compensation for any loss suffered by the complainant, arising directly
out of the act or omission of the bank.

(5) 4 Notwithstanding anything contained in Sub-Clause (4), the Banking

Ombudsman shall not have the power to pass an Award directing payment of
an amount towards compensation which is more than the actual loss suffered
by the complainant as a direct consequence of the act of omission or
commission of the bank, or two million rupees whichever is lower. The
compensation that can be awarded by the Banking Ombudsman shall be
exclusive of the amount involved in the dispute.
(6) 5 The Banking Ombudsman may also award compensation in addition to the
above but not exceeding rupees 0.1 million to the complainant, taking into

4
Substituted by Notification Ref CEPD PRS No .6317 /13.01/01/2016-l 7 dated June 16, 2017
5
Substituted by Notification Ref CEPD PRS No. 6317 /13.01/01/2016- l 7 dated June 16, 2017
12

12
Confidential Document
 The Banking Ombudsman Scheme 2006

account the loss of the complainant's time, expenses incurred by the

complainant, harassment and mental agony suffered by the complainant.

(7) A copy of the Award shall be sent to the complainant and the bank.

(8) An award shall lapse and be of no effect unless the complainant furnishes to
the bank concerned within a period of 30 days from the date of receipt of copy
of the Award, a letter of acceptance of the Award in full and final settlement of
his claim.

Provided that no such acceptance may be furnished by the complainant if

he has filed an Appeal under Sub-Clause (1) of clause 14.

(9) The bank shall, unless it has preferred an appeal under Sub-Clause (1) of
Clause 14, within one month from the date of receipt by it of the acceptance in
writing of the Award by the complainant under Sub-Clause (8), comply with the
Award and intimate compliance to the Banking Ombudsman.

13. REJECTION OF THE COMPLAINT

The Banking Ombudsman may reject a complaint at any stage if it appears to

him that the complaint made is;
a. 6not on the grounds of complaint referred to in clause 8; or
7
b. otherwise not in accordance with Sub Clause (3) of clause 9; or
c. beyond the pecuniary jurisdiction of Banking Ombudsman prescribed under
clause 12 (5) and 12 (6): or
d. requiring consideration of elaborate documentary and oral evidence and the
proceedings before the Banking Ombudsman are not appropriate for
adjudication of such complaint; or
e. without any sufficient cause; or
f. that it is not pursued by the complainant with reasonable diligence; or
g. in the opinion of the Banking Ombudsman there is no loss or damage or
inconvenience caused to the complainant.

6
Substituted by Notification Ref CEPD PRS No. 6317 /13.01.01/2016-17 dated June 16, 2017
7
Substituted by Notification RefCEPD PRS No. 6317 /13.01.01/2016- l 7 dated June 16, 2017
13

12
Confidential Document
 The Banking Ombudsman Scheme 2006

(2) 8The Banking Ombudsman, shall, if it appears at any stage of the proceedings
that the complaint pertains to the same cause of action, for which any
proceedings before any court, tribunal or arbitrator or any other forum is pending
or a decree or Award or order has been passed by any such court, tribunal,
arbitrator or forum, pass an order rejecting the complaint giving reasons thereof.

14. APPEAL BEFORE THE APPELLATE AUTHORITY:

(1) 9 Party to the complaint aggrieved by an Award under Clause 12 or rejection of a

complaint for the reasons referred to in sub clauses (d) to (g) of Clause 13, may
within 30 days of the date of receipt of communication of Award or rejection of
complaint, prefer an appeal before the Appellate Authority;

Provided that in case of appeal by a bank, the period of thirty days for filing an
appeal shall commence from the date on which the bank receives letter of
acceptance of Award by complainant under Sub-Clause (8) of Clause 12;

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 further that appeal may be filed by a 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."

(2) The Appellate Authority shall, after giving the parties a reasonable opportunity
of being heard
(a) dismiss the appeal; or

(b) allow the appeal and set aside the Award; or

8
Substituted by Notification Ref CEPD PRS No. 6317 /13.01.01/2017-18 dated June 16, 2017
9
Substituted by Notification Ref CEPD PRS No. 6317/13.01.01/2017-18 dated June 16, 2017

14

12
Confidential Document
The Banking Ombudsman Scheme 2006

(c) 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
(d) modify the Award and pass such directions as may be necessary to give
effect to the Award so modified; or
(e) pass any other order as it may deem fit.

3) The order of the Appellate Authority shall have the same effect as the Award
passed by Banking Ombudsman under Clause 12 or the order rejecting the
complaint under Clause 13, as the case may be.

15. BANKS TO DISPLAY SALIENT FEATURES OF THE SCHEME

FOR COMMON KNOWLEDGE OF PUBLIC.
(1) The banks covered by the Scheme shall ensure that the purpose of the Scheme
and the contact details of the Banking Ombudsman to whom the complaints are
to be made by the aggrieved party are displayed prominently in all the offices
and branches of the bank in such manner that a person visiting the office or
branch has adequate information of the Scheme.
(2) The banks covered by the Scheme shall ensure that a copy of the Scheme is
available with the designated officer of the bank for perusal in the office
premises of the bank, if anyone, desires to do so and notice about the availability
of the Scheme with such designated officer shall be displayed along with the
notice under Sub-Clause (1) of this Clause and shall place a copy of the
Scheme on their websites.
(3) The banks covered by the Scheme shall appoint Nodal Officers at their

Regional/Zona! Offices and inform the respective Office of the Banking

Ombudsman under whose jurisdiction the Regional/Zona! Office falls. The
Nodal Officer so appointed shall be responsible for representing the bank
and furnishing information to the Banking Ombudsman in respect of complaints
filed against the bank. Wherever more than one zone/region of a bank are
falling within the jurisdiction of a Banking Ombudsman, one of the Nodal
Officers shall be designated as the 'Principal Nodal Officer' for such zones or
regions.

15
Confidential Document
The Banking Ombudsman Scheme 2006

CHAPTERV

MISCELLANEOUS

16. REMOVAL OF DIFFICULTIES

If any difficulty arises in giving effect to the provisions of this Scheme, the
Reserve Bank may make such provisions not inconsistent with the Banking
Regulation Act, 1949 or the Scheme, as it appears to it to be necessary or
expedient for removing the difficulty.

17. APPLICATION OF THE BANKING OMBUDSMAN SCHEMES, 1995 AND

2002

The adjudication of pending complaints and execution of the Awards already

passed, before coming into force of the Banking Ombudsman Scheme, 2006, shall
continue to be governed by the provisions of the respective Banking Ombudsman
Schemes and instructions of the Reserve Bank issued thereunder.

--oOo-

16
Confidential Document
The Banking Ombudsman Scheme 2006

Annexure 'A'
FORM OF COMPLAINT (TO BE LODGED) WITH THE BANKING OMBUDSMAN

(TO BE FILLED UP BY THE COMPLAINANT)

To:

The Banking Ombudsman

Place of BO's office....................................... Dear Sir,

Sub: Complaint against ............................... (Name of the bank's branch) of

... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ......... (Name of the Bank)

Details of the complaint are as under:

1. Name of the Complainant

2. Full Address of the Complainant

............. ... ... ..... Pin Code

Phone No/ Fax No. ........................................... Email

3. Complaint against (Name and full

address of the branch/bank)

Pin Code ....... ...... ...... ... ... Phone No./

Fax No.
4. Particulars of Bank or Credit card Account (If any)

(Please state the number and the nature of account viz. Saving bank/ current/ cash credit/ term
deposit/ loan account etc. related to the subject matter of the complaint being made.)

5. (a) Date of representation already made by the complainant to the bank

(Please enclose a copy of the representation)

(b) Whether any reminder was sent by the complainant? YES/NO (Please

enclose a copy of the reminder )

17
Confidential Document
The Banking Ombudsman Scheme 2006

6. Subject matter of the complaint (Please refer to Clause 8 of the Scheme)

7. Details of the complaint:

(If space is not sufficient, please enclose separate sheet)

8. Whether any reply (Within a period of one month after the bank concerned received the
representation) has been received from the bank? Yes/ No

( if yes, please enclose a copy of the reply )

9. Nature of Relief sought from the Banking Ombudsman

( Please enclose a copy of documentary proof, if any, in support of your claim )

10. Nature and extent of monetary loss, if any, claimed by the complainant by way of
compensation (please refer to clauses 12 (5) & 12 (6) of the Scheme) Rs.... ... ... ......... .

11. List of documents enclosed:

(Please enclose a copy of all the documents)

12. Declaration:
(i) I/ We, the complainant/s herein declare that:
a) the information furnished herein above is true and correct;
and
b) I/We have not concealed or misrepresented any fact stated in the above
columns and in the documents submitted herewith.

(ii) The complaint is filed before expiry of period of one year reckoned in accordance with the
provisions of Clause 9(3)(a) and (b) of the Scheme.

(iii) The subject matter of the present complaint has never been brought before the Office
of the Banking Ombudsman by me/ us or by any of the parties concerned with the
subject matter to the best of my/ our knowledge.
(iv) The subject matter of the present complaint has not been decided by/pending with any
forum/court/arbitrator.

18
Confidential Document
The Banking Ombudsman Scheme 2006

(v) I/We authorise the bank to disclose any such information/ documents furnished by us to
the Banking Ombudsman and disclosure whereof in the opinion of the Banking
Ombudsman is necessary and is required for redressal of our complaint.
(vi) I/We have noted the contents of the Banking Ombudsman Scheme,
2006

Yours faithfully,

(Signature of Complainant)

NOMINATION - (If the complainant wants to nominate his representative to appear and make
submissions on his behalf before the Banking Ombudsman or to the Office of the Banking
Ombudsman, the following declaration should be submitted.)

I/We the above named complainant/s hereby nominate

Shri/Smt. .. ... .. .. .. .. .. .. ... .. .. .. .. .. .. .. .. .. .. .. .. .. ... who is not an Advocate and whose address is

............... as my/our REPRESENTATIVE in all proceedings of this complaint and confirm

that any statement, acceptance or rejection made by him/her shall be binding on me/us. He/She
has signed below in my presence.

ACCEPTED

(Signature of Representative)

(Signature of Complainant)
Note: If submitted online, the complaint need not be signed.

Confidential Document 19
Confidential Document
 Sl. Centre Name & Address of the Office of Banking Area of Operation
No. Ombudsman
1. Ahmedabad Shri G J Raju Gujarat, Union Territories of
C/o Reserve Bank of India Dadra and Nagar Haveli, Daman
5th Floor, Nr. Income Tax, and Diu
Ashram Road
Ahmedabad-380 014
STD Code: 079
Tel. No. 26575807/26582357/26586718
Email : cms.boahmedabad@rbi.org.in
Click here to lodge complaint
2. Bengaluru Ms Saraswathi Shyamprasad Karnataka
C/o Reserve Bank of India
10/3/8, Nrupathunga Road
Bengaluru -560 001
STD Code: 080
Tel. No. 22277660/22180221
Fax No. 22276114
Email : cms.bobengaluru@rbi.org.in
Click here to lodge complaint
3. Bhopal Shri V K Nayak Madhya Pradesh
C/o Reserve Bank of India
Hoshangabad Road
Post Box No. 32, Bhopal-462 011
STD Code: 0755
Tel. No. 2573772
2573776
2573779
Email : cms.bobhopal@rbi.org.in
Click here to lodge complaint
4. Bhubaneswar Shri S Behera Odisha
C/o Reserve Bank of India
Pt. Jawaharlal Nehru Marg
Bhubaneswar-751 001
STD Code: 0674
Tel. No. 2396207/2396008
Fax No. 2393906
Email : cms.bobhubaneswar@rbi.org.in
Click here to lodge complaint
5. Chandigarh Shri J L Negi Himachal Pradesh, Punjab, Union
C/o Reserve Bank of India Territory of Chandigarh and
4th Floor, Sector 17 Panchkula, Yamuna Nagar and
Chandigarh Ambala Districts of Haryana.
Tel. No. 0172 - 2721109
Fax No. 0172 - 2721880
Email : cms.bochandigarh@rbi.org.in
Click here to lodge complaint
6. Chennai Dr. Balu K Tamil Nadu, Union Territories of
C/o Reserve Bank of India Puducherry (except Mahe
Fort Glacis, Chennai 600 001 Region) and Andaman and
STD Code: 044 Nicobar Islands
Tel No. 25395964
Fax No. 25395488
Email : cms.bochennai@rbi.org.in
Click here to lodge complaint
7. Dehradun Shri Arun Bhagoliwal Uttarakhand and seven districts
C/o Reserve Bank of India of Uttar Pradesh viz.,
74/1 G.M.V.N. Building, 1st floor, Saharanpur, Shamli (Prabudh
Rajpur Road, Nagar), Muzaffarnagar, Baghpat,
Dehradun - 248 001 Meerut, Bijnor and Amroha
STD Code : 0135 (Jyotiba Phule Nagar)
Telephone : 2742001

Confidential Document 20
Confidential Document
 Fax : 2742001
Email : cms.bodehradun@rbi.org.in
Click here to lodge complaint
8. Guwahati Smt. Monisha Chakraborty Assam, Arunachal Pradesh,
C/o Reserve Bank of India Manipur, Meghalaya, Mizoram,
Station Road, Pan Bazar Nagaland and Tripura
Guwahati-781 001
STD Code: 0361
Tel.No. 2734219/ 2512929
Email : cms.boguwahati@rbi.org.in
Click here to lodge complaint
9. Hyderabad Shri T Srinivasa Rao Andhra Pradesh and Telangana
C/o Reserve Bank of India
6-1-56, Secretariat Road
Saifabad, Hyderabad-500 004
STD Code: 040
Tel. No. 23210013
Fax No. 23210014
Email : cms.bohyderabad@rbi.org.in
Click here to lodge complaint
10. Jaipur Shri C D Srinivasan Rajasthan
C/o Reserve Bank of India,
Ram Bagh Circle,
Tonk Road, Post Box No. 12
Jaipur-302 004
STD Code: 0141
Tel. No. 2577931
Email : cms.bojaipur@rbi.org.in
Click here to lodge complaint
11. Jammu Shri P Shimrah Union Territories of Jammu &
C/o Reserve Bank of India, Kashmir and Ladakh
Rail Head Complex,
Jammu- 180012
STD Code : 0191
Telephone: 2477617
Fax : 2477219
Email : cms.bojammu@rbi.org.in
Click here to lodge complaint
12. Kanpur Shri P K Nayak Uttar Pradesh (excluding Districts
C/o Reserve Bank of India of Ghaziabad, Gautam Buddha
M. G. Road, Post Box No. 82 Nagar, Saharanpur, Shamli
Kanpur-208 001 (Prabudh Nagar), Muzaffarnagar,
STD Code: 0512 Baghpat, Meerut, Bijnor and
Tel. No. 2305174/ 2303004 Amroha (Jyotiba Phule Nagar)
Email : cms.bokanpur@rbi.org.in
Click here to lodge complaint
13. Kolkata Smt. Monisha Chakraborty West Bengal and Sikkim
C/o Reserve Bank of India
15, Netaji Subhash Road
Kolkata-700 001
STD Code: 033
Tel. No. 223310217/22133353
Fax No. 22305899
Email : cms.bokolkata@rbi.org.in
Click here to lodge complaint
14. Mumbai (I) Smt. Ranjana Sahajwala Districts of Mumbai, Mumbai
C/o Reserve Bank of India Suburban and Thane
4th Floor, RBI Byculla Office Building,
Opp. Mumbai Central Railway Station,
Byculla, Mumbai-400 008
STD Code: 022
Tel No. 23022028
Fax : 23022024
Email : cms.bomumbai1@rbi.org.in
Click here to lodge complaint
15. Mumbai (II) Shri P. Vijaya Kumar Goa and Maharashtra, (except
C/o Reserve Bank of India, the districts of Mumbai, Mumbai
Suburban and Thane)

Confidential Document 21
Confidential Document
 4th Floor, RBI Byculla Office
Building, Opp. Mumbai Central
Railway Station, Byculla,
Mumbai-400 008
STD Code: 022
Telephone: 2300 1280
Fax : 23022024
Email : cms.bomumbai2@rbi.org.in
Click here to lodge complaint
16. Patna Shri Brij Raj Bihar
C/o Reserve Bank of India
Patna-800 001
STD Code: 0612
Tel. No. 2322569/2323734
Fax No. 2320407
Email : cms.bopatna@rbi.org.in
Click here to lodge complaint
17. New Delhi (I) Smt. Anupam Sonal North, North-West, West, South-
C/o Reserve Bank of India, West, New Delhi and South
Sansad Marg, New Delhi districts of Delhi
STD Code: 011
Tel. No. 23725445
Fax No. 23725218
Email : cms.bonewdelhi1@rbi.org.in
Click here to lodge complaint
18. New Delhi (II) Shri R S Amar Haryana (except Panchkula,
C/o Reserve Bank of India Yamuna Nagar and Ambala
Sansad Marg, New Delhi Districts) and Ghaziabad and
STD Code: 011 Gautam Budh Nagar districts of
Tel. No. 23724856 Uttar Pradesh
Fax No. 23725218-19
Email : cms.bonewdelhi2@rbi.org.in
Click here to lodge complaint
19. New Delhi (III) Shri V G Sekar North-East, Central, Shahdara,
C/o Reserve Bank of India East and South-East districts of
Sansad Marg, New Delhi Delhi
STD Code: 011
Tel. No. 23715393
Fax No. 23765234
Email : cms.bonewdelhi3@rbi.org.in
Click here to lodge complaint
20. Raipur Shri. Keshab Korkora Chhattisgarh
C/o Reserve Bank of India
54/949, Shubhashish Parisar, Satya Prem Vihar
Mahadev Ghat Road, Sundar Nagar, Raipur- 492013
STD Code : 0771
Telephone: 2244246, 2241819
Email : cms.boraipur@rbi.org.in
Click here to lodge complaint
21. Ranchi Smt Chandana Dasgupta Jharkhand
C/o Reserve Bank of India
4th Floor, Pragati Sadan,
RRDA Building,
Kutchery Road, Ranchi Jharkhand 834001
STD Code : 0651
Telephone : 852134622
Fax : 2210511
Email : cms.boranchi@rbi.org.in
Click here to lodge complaint
22. Thiruvananthapuram Shri H N Iyer Kerala, Union Territory of
C/o Reserve Bank of India Lakshadweep and Union Territory
Bakery Junction of Puducherry (only Mahe
Thiruvananthapuram-695 033 Region).
STD Code: 0471
Tel. No. 2332723/2323959
Fax No. 2321625
Email : cms.botrivandrum@rbi.org.in
Click here to lodge complaint

Confidential Document 22
Confidential Document