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A consumer can file a complaint at the concerned branch, in writing. Almost all banks have their own grievance cells. It is, therefore, possible to sort out issues by visiting the bank and meeting officials. Service quality departments in public sector banks deal with customer grievances, while some banks have rolled out toll-free customer care numbers.
If a customer is left unsatisfied with the settlement offered by the ombudsman, he or she can file an appeal before the Deputy Governor of the RBI (Appellate authority in this case) before 30 days. Other consumer redressal forums can also be approached.
A complaint can be filed at the office of the Ombudsman under whose jurisdiction the customer’s branch is located. Credit cards or other types of services related grievances are to be filed with the ombudsman in whose territorial jurisdiction the billing address of the customer is located. An email can be sent, or the complaint form on RBI’s website can be filled to register a complaint. There are also certain grounds for rejection by an ombudsman.If the customer has not approached his bank for redressing his grievance first, or the subject is pending or has already been dealt with by any other forum are certain examples of the same.
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