Knowing in what cases a Banking Ombudsman can help you with; the next question that one

may ask is how one files a complaint with the Ombudsman. The mode of lodging a complaint
with the B.O. is conveniently flexible, it may be in the prescribed form or though an e-mail to the
B.O. or just on a plain paper addressed to the B.O. or online
atwww.bankingombudsman.rbi.org.in. However, it must be noted that before a complaint is filed
with the ombudsman a written representation should have been made to the bank and the bank
should have either rejected or not responded to the complaint within one month of receiving such
a complaint.
Dispute Resolution
Initially, the Banking Ombudsman seeks to resolve the dispute between the bank and consumer
through a process of settlement. The settlement is in the nature of an agreement that is binding
upon the parties to the complaint; that too when both parties agree to the terms of settlement. If
the complaint is not settled by way of an agreement within a period of one month then the
Banking Ombudsman provides a reasonable opportunity to the parties to present their case and
accordingly passes an award with reasons. Any person aggrieved by the award of the Banking
Ombudsman can file an appeal within forty-five days of issue of award before the Appellate
Authority (Deputy Governor of the RBI). However, the Banks can make an appeal only with the
prior sanction of their Chairman or Managing Director or the Executive Director or the Chief
Executive Director or any person of equal rank.
Consumer Forum v/s Banking Ombudsman
Having understood how the Banking Ombudsman works, the showdown between the consumer
forum and banking ombudsman begins. Which one is better?
1) Complaint
Under the Scheme a complaint can be filed by the customer or his representative. On the
contrary, in a Consumer Forum any number of customers can file one complaint.
2) Jurisdiction
The Scheme provides for a list of topics with regard to deficiency of services on part of
the bank. So, the jurisdiction of the B.O. would be invoked only when the issue of the
dispute falls squarely in one or more of these topics. On the contrary, the Consumer
Protection Act defines ‘services’ in a very wide manner and hence the jurisdiction is
much wider.