The RBI introduced the Banking Ombudsman (BO) Scheme in 1995 to provide expeditious and inexpensive forum to bank customers for resolution of their complaints relating to deficiency in banking services. The BO is a quasi judicial authority. It has power to summon both the parties – bank and its customer – to facilitate resolution of complaint through mediation.

The BO currently has offices in 15 centres located mostly in state capitals. Their addresses are available on RBI website. Any customer who has grievance against a bank can complain to the BO in whose jurisdiction the branch of the bank complained against is located. Some banks have centralised certain transactions, like housing loans, credit cards, etc. If there are complaints regarding such transactions, complaints would have to be made to the BO in the State in which the bank customer receives the bill.

The following types of complaints are not allowed:

  • Sanction of Loans
  • Matter taken to a Court of Law
  • No written complaint has been made to the Bank concerned
  • Time barred; one year limitation
  • Suspected fraud & misbehavior
  • No loss, damage or inconvenience; without sufficient cause