Complaint Against Bank In RBI, Complaint Against Bank Manager: Customers often encounter various issues while availing banking services and it is essential
that these concerns are addressed promptly and efficiently. Common complaints raised by customers include excessive charges and fees levied by banks for services such as ATM withdrawals, cheque bounces and non-maintenance of minimum balance, among others.
Bank-Specific Issues
But there are certain complaints which are internal to a specific bank and a customer requires its solution.
Poor Customer Service
It may be poor customer service too. Banks' customers complain frequently about banks' poor customer service. Long waiting times, non-responsive customer care and lack of transparency about procedures are certain common complaints.
Fraudulent Practices
Customers have also complained of instances of fraudulent practices like unauthorised transactions, phishing, and identity theft.
Technical Issues in Online Banking
Customers also report technical issues in online banking services like delayed or incomplete transactions, inaccurate balances, and system crashes.
Mis-Selling of Financial Products
Numerous customers have lodged grievances regarding banks mis-selling financial products like charging high rates of interest, levying concealed charges, extension of unsolicited loans, insurance policies, mutual funds and credit cards without disclosing the full details of the terms and conditions.
Delays in Complaint Resolution
In all these situations, customers are agitated by the delay in resolving their complaints and grievances, with some cases remaining unresolved for many months or even years.
Banks’ Internal Redressal Mechanisms
It is noteworthy that not every bank has such problems, and banks have mechanisms within themselves for redressing complaints from a branch level to a central headquarters. Banks have special helpline numbers and websites where one can file a complaint, in case the branch manager is reluctant to do something about a customer's complaint.
Escalating Unresolved Complaints
Nevertheless, there are certain instances where a customer is not satisfied with the bank and its manager and would like to bring the same above someone in authority, who can instruct the bank to take appropriate action.
Filing RBI Ombudsman Complaint
In India, it is easy and convenient now to file a complaint with the Reserve Bank Of India Ombudsman and follow up on the same.
Customers must note that before approaching the Ombudsman, it is mandatory to first file the complaint with the bank concerned. Only in the event of non-receipt of a reply, within 30 days of the lodgement of the complaint, from your bank or if the complaint is rejected wholly or partially by the bank, the complaint can be registered with the Ombudsman.
How to complain against the Bank to the RBI?
In case your complaint relating to any bank/NBFC or payment system member is turned down or not addressed to your satisfaction by the concerned entity, you may now file a complaint on the Complaint Management System or CMS portal on RBI website (https://cms[dot]rbi[dot]org[dot]in) or via the link on the RBI App.
CMS offers a single window interface for quick and simple online filing, monitoring of complaints as well as appeals filing. All complaints filed on CMS would be referred to the relevant office of the RBI Ombudsman/Regional offices of RBI.
Features of the CMS Portal
This website is extremely user-friendly and offers details such as 'How to File a Complaint, Details/Documents required for filing a complaint, how to monitor your complaint, how to file an appeal against the Ombudsman along with the addresses and mailing list of Consumers' Education and Protection Cells.
