Banking Ombudsman

The RBI on Friday said the ombudsman disposed of 95.1 per cent of the complaints it received between April 1, 2023 and March 31, 2024. Under the Reserve Bank - Integrated Ombudsman Scheme (RB-IOS), a total of 9,34,355 complaints were received by the Office of Reserve Bank of India Ombudsman ORBIOs and the Centralised Receipt and Processing Centre (CRPC), said the Annual Report of the Ombudsman Scheme for the period April 1, 2023 to March 31, 2024. "A total of 2,84,355 complaints were disposed by the ORBIOs during the year, thereby achieving a disposal rate of 95.10 per cent," it said. Out of the total complaints received at the ORBIOs, 88.77 per cent were received through digital modes, including on the online Complaint Management System (CMS) portal, email, and Centralised Public Grievance Redress and Monitoring System (CPGRAMS). The share of complaints from individuals in the total complaints was the highest at 2,56,527 (87.27 per cent) in the financial year 2023-24. Complaints

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RBI had established an Internal Ombudsman (IO) Mechanism in regulated entities to bolster their internal grievance redress processes

The number of complaints filed under the Reserve Bank's ombudsman schemes increased by over 68 per cent to 7.03 lakh in the fiscal 2022-23, according a report released on Monday. The complaints pertained to mobile/electronic banking, loans and advances, ATM/debit cards, credit cards, pension payments, remittances, and para banking, among others. The Annual Report of the Ombudsman Scheme 2022-23 is the first stand-alone report under the Reserve Bank Integrated Ombudsman Scheme (RB-IOS), 2021 elucidating the activities of the 22 Offices of the RBI Ombudsman (ORBIOs), Centralised Receipt and Processing Centre (CRPC) and the Contact Centre during the year. "Under RB-IOS, 2021, there was a significant increase in number of complaints and a total of 7,03,544 complaints were received at the ORBIOs and CRPC in 2022-23, showing an increase of 68.24 per cent, due to intense public awareness initiatives and the simplified process for lodging of complaints under RB-IOS," the report ...

Other charges levied against lender include non-compliance with RBI norms on credit card operations, code of conduct in outsourcing of financial services, and recovery agents engaged

Issues related to ATM/debit cards and mobile/electronic banking were the top grounds of complaints received at the Office of Banking Ombudsman (OBO) during April 1 to November 11, 2021, an RBI report said on Wednesday. The volume of complaints received under the Ombudsman Schemes/Consumer Education and Protection Cells during 2021-22 increased by 9.39 per cent over the previous year and stood at 4,18,184, it said. Of these, 3,04,496 complaints were handled by the 22 Offices of RBI Ombudsman (ORBIOs), including the complaints received under the three erstwhile Ombudsman Schemes till November 11, 2021. Complaints related to ATM/ debit cards were the highest at 14.65 per cent of the total, followed by mobile/ electronic banking at 13.64 per cent. Around 90 per cent of the total complaints were received through digital modes, including on the online Complaint Management System (CMS) portal, email, and Centralised Public Grievance Redress and Monitoring System (CPGRAMS). Majority 66.11

Payment system participants will be provided access to this registry for near-real time fraud monitoring. The aggregated fraud data will be published to educate customers on emerging risks

You can also approach the ombudsman if your bank flouts mobile banking or electronic banking rules