Abstract

The Banking Ombudsman is an independent authority established by the Reserve Bank of India. It provides a cost-effective and impartial mechanism for customer grievances. This mechanism addresses grievances related to various banking service, such as account discrepancies, loan processing delays and issue with online transactions. It is accessible to all customers of commercial banks, regional rural banks and scheduled primary cooperative banks. The process is designed to be user-friendly, allowing customers to file a complaint without the need for legal representation. The ombudsman has the authority to investigate complaints, adducing evidence placed before him, mediate disputes and issue binding awards to compensate customers for their financial loss. Both customers and banks have the right to file an appeal to an appellate authority. Banking ombudsman serves as a pivotal institution for resolving customers complaints against the service rendered by the bank.

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