The Reserve Bank – Integrated Ombudsman Scheme, 2021

RBI has integrated the three Ombudsman schemes namely, (i) the Banking Ombudsman Scheme, 2006; (ii) the Ombudsman Scheme for Non-Banking Financial Companies, 2018; and (iii) the Ombudsman Scheme for Digital Transactions, 2019; into one “The Reserve Bank - Integrated Ombudsman Scheme, 2021”. The Scheme adopts ‘One Nation One Ombudsman’ approach by making the RBI Ombudsman mechanism jurisdiction neutral.

The Integrated Ombudsman Scheme, 2021 is effective from November 12, 2021.

Salient Features:

• Any customer aggrieved by deficiency in service (a shortcoming or an inadequacy in any financial service, which the Bank is required to provide statutorily or otherwise, which may or may not result in financial loss or damage to the customer) may file a complaint in writing or otherwise under the Scheme.
• RBI has established the Centralised Receipt and Processing Centre (CRPC) at Chandigarh for receipt of the complaints Pan India.
• The complaint can be lodged through following modes –

• Additionally, a Contact Centre with a toll-free number – 14448 (9:30 am to 5:15 pm) is available to provide information/clarifications regarding the alternate grievance redressal mechanism of RBI and to guide complainants in filing of a complaint.
• A complaint under the Scheme shall not lie unless:
• the complainant had, before making a complaint under the Scheme, made a written complaint to the Bank concerned and
• the complaint was rejected wholly or partly by the Bank, and the complainant is not satisfied with the reply; or the complainant had not received any reply within 30 days after the Bank received the complaint; and
• the complaint is made to the Ombudsman within one year after the complainant has received the reply from the Bank to the complaint or, where no reply is received, within one year and 30 days from the date of the complaint.
• the complaint is not in respect of the same cause of action which is already :
• pending before an Ombudsman or settled or dealt with on merits, by an Ombudsman, whether or not received from the same complainant or along with one or more complainants, or one or more of the parties concerned;
• pending before any Court, Tribunal or Arbitrator or any other Forum or Authority; or, settled or dealt with on merits, by any Court, Tribunal or Arbitrator or any other Forum or Authority, whether or not received from the same complainant or along with one or more of the complainants/parties concerned;

(c)  the complaint is not abusive or frivolous or vexatious in nature;
(d) the complaint to the Bank was made before the expiry of the period of limitation prescribed under the Limitation Act, 1963, for such claims;
(e) the complainant provides complete information as specified in clause 11 of the Scheme;
(f) the complaint is lodged by the complainant personally or through an authorised representative other than an advocate unless the advocate is the aggrieved person.

6. No complaint for deficiency in service shall lie under the Scheme in matters involving:
 (a) commercial judgment/commercial decision of a Bank;
 (b) a dispute between a vendor and a Bank relating to an outsourcing contract;
 (c) a grievance not addressed to the Ombudsman directly;
 (d) general grievances against Management or Executives of a Bank;
 (e) a dispute in which action is initiated by a Bank in compliance with the orders of a   statutory or law enforcing authority;
 (f) a service not within the regulatory purview of the Reserve Bank;
 (g) a dispute between Banks; and
 (h) a dispute involving the employee-employer relationship of a Bank.

7. The complainant aggrieved by an Award or rejection of a complaint by Ombudsman Office may prefer an Appeal before the Appellate Authority within 30 days of the date of receipt of the Award or rejection of the complaint.
8. The Executive Director-in charge of Consumer Education and Protection Department of RBI would be the Appellate Authority under the Scheme.
9. The Appellate Authority may, if it is satisfied that the complainant had sufficient cause for not making the appeal within the time, may allow a further period not exceeding 30 days.

• For more details, please refer to the Scheme details available on Bank’s website- www.barodaupbank.in or RBI’s website - www.rbi.org.in.

• The copy of the Scheme is also available in our branch, which will be provided to the customer for reference upon request.

• Details of Nodal Officers of Bank: