IBPS PO Interview 2017: Banking Ombudsman: Complaints and their redressal

Hello Bank Po Aspirants,

Here is the second part on ‘All you need to know about Banking Ombudsmen for Bank PO Interview’. It is advised to all the Bank PO aspirants who are going to appear before IBPS for IBPS PO/MT Interviews, to go through the most expected questions and answers for IBPS PO Interview 2017.

1. When can one file a complaint?

One can file a complaint before the Banking Ombudsman if the reply is not received from the bank within a period of one month after the bank concerned has received one s representation, or the bank rejects the complaint, or if the complainant is not satisfied with the reply given by the bank.

  • For important questions and answers for IBPS PO interviews, click here

2. When will one’s complaint not be considered by the Ombudsman?

One’s complaint will not be considered if:

a. One has not approached his bank for redressal of his grievance first.

b. One has not made the complaint within one year from the date one has received the reply of the bank or if no reply is received if it is more than one year and one month from the date of representation to the bank.

c. The subject matter of the complaint is pending for disposal / has already been dealt with at any other forum like court of law, consumer court etc.

d. Frivolous or vexatious.

e. The institution complained against is not covered under the scheme.

f. The subject matter of the complaint is not within the ambit of the Banking Ombudsman.g. If the complaint is for the same subject matter that was settled through the office of the Banking Ombudsman in any previous proceedings.

  • For Most expected questions for IBPS PO Interview, click here

3. What is the procedure for filing the complaint before the Banking Ombudsman?One can file a complaint with the Banking Ombudsman simply by writing on a plain paper. One can also file it online (at “click here to go to Banking Ombudsman scheme” or by sending an email to the Banking Ombudsman. There is a form along with details of the scheme in our website.However, it is not necessary to use this format.

5. Where can one lodge his/her complaint?

One may lodge his/ her complaint at the office of the Banking Ombudsman under whose jurisdiction, the bank branch complained against is situated. 
 For complaints relating to credit cards and other types of services with centralized operations, complaints may be filed before the Banking Ombudsman within whose territorial jurisdiction the billing address of the customer is located.

Address and area of operation of the banking ombudsmen are provided in the annex.

6.Can a complaint be filed by one’s authorized representative?

Yes. The complainant can be filed by one’s authorized representative (other than an advocate). 

7. Is there any cost involved in filing complaints with Banking Ombudsman?

No. The Banking Ombudsman does not charge any fee for filing and resolving customers’ complaints.

8. Is there any limit on the amount of compensation as specified in an award?

The amount, if any, to be paid by the bank to the complainant by way of compensation for any loss suffered by the complainant is limited to the amount arising directly out of the act or omission of the bank or Rs 10 lakhs, whichever is lower.

9. Can compensation be claimed for mental agony and harassment?

The Banking Ombudsman may award compensation not exceeding Rs 1 lakh to the complainant only in the case of complaints relating to credit card operations for mental agony and harassment. The Banking Ombudsman will take into account the loss of the complainant s time, expenses incurred by the complainant, harassment and mental anguish suffered by the complainant while passing such award.

10. What details are required in the application?

The complaint should have the name and address of the complainant, the name and address of the branch or office of the bank against which the complaint is made, facts giving rise to the complaint supported by documents, if any, the nature and extent of the loss caused to the complainant, the relief sought from the Banking Ombudsman and a declaration about the compliance of conditions which are required to be complied with by the complainant.

11. What happens after a complaint is received by the Banking Ombudsman?

The Banking Ombudsman endeavours to promote, through conciliation or mediation, a settlement of the complaint by agreement between the complaint and the bank named in the complaint. 
 If the terms of settlement (offered by the bank) are acceptable to one in full and final settlement of one’s complaint, the Banking Ombudsman will pass an order as per the terms of settlement which becomes binding on the bank and the complainant.

12. Can the Banking Ombudsman reject a complaint at any stage?

Yes. The Banking Ombudsman may reject a complaint at any stage if it appears to him that a complaint made to him is:

  • not on the grounds of complaint referred to above 
  • compensation sought from the Banking Ombudsman is beyond Rs 10 lakh .
  • requires consideration of elaborate documentary and oral evidence and the proceedings before the Banking Ombudsman are not appropriate for adjudication of such complaint
  • wthout any sufficient cause
  • that it is not pursued by the complainant with reasonable diligence
  • in the opinion of the Banking Ombudsman there is no loss or damage or inconvenience caused to the complainant.

IBPS PO Interview 2017: What is the role of a Banking Ombudsman, part one