Is there any time limit to approach the bank’s grievance resolution officer?
Yes ideally you should approach the bank’s grievance resolution officer within 60 days of when the event happened against which you would be filling a complaint. The limit can be relaxed as per the consideration of the grievance resolution officer if you came to know the problem far too late or were working with the bank management towards resolution which did not work out.
The bank should address your complaints within 30 days of filing it. If they don’t, you can approach the banking ombudsman. However, before you register a complaint with the banking ombudsman, the following conditions should be met:
You should have made a written complaint to the concerned bank directly
This written complaint to the bank should be made as soon as the issue with the bank arises. This is because the letter has to be sent within a year of the issue arising. The Ombudsman will not accept letters sent later than that.
You need to wait for 30 days (from the date of filing the complaint with the bank).
You can register the complaint with the ombudsman in any of the following situations.
You have not received a reply from your bank within one month from the date of receipt of complaint by the bank.
The bank has rejected your complaint.
You are not satisfied with bank’s reply.
The Banking Ombudsman Scheme enables people/customers to file their complaints to resolve banking issues they face. The Banking Ombudsman Scheme was introduced in 2006 with the objective of enabling resolution of complaints relating to certain services rendered by banks and to facilitate the satisfaction or settlement of such complaints.
The Banking Ombudsman is a person appointed by the Reserve Bank of India, who has quasi-judicial (tribunal board which has legal powers) authority. All commercial banks, regional rural banks, co-operative banks, and public sector and nationalised banks are covered under the Ombudsman scheme.
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