inefficient bank service

If after 6 months of receiving the ATM Debit Card, a bank has not issued the pin number for the same, can a Consumer Complaint be lodged in the Consumer District Forum? What is the procedure? Moreover, if an Atm Debit Card stops working for no reason whatsoever and shows zero balance despite there being sufficient cash in the account, would it amount to deficiency of service on part of the Bank?

Asked on June 30, 2013 in remedies.
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2 Answer(s)

Before going to the Consumer District Forum, a representation should be made giving the Bank adequate time to ensure its effective services to you as a customer and then on the completion of a time period of say 15 days a complaint just in the format of a Formal Complaint enclosing the representation made to the bank can be put up before the forum for remedy and appropriate legal steps.

The ATM problem can again be a technical fault which should be communicated to the Bank in writing for a response or removal of techniacl defects.

Answered on July 1, 2013.
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    I will just add a bit to Sneha’s answer below. Now, if you approach any scheduled commercial bank, then the redressal system will be a bit different. Now,  scheduled commercial banks are grouped under the follwing categories:

Scheduled Commercial Banks are grouped under following categories:

1. State Bank of India and its Associates

2. Nationalised Banks

3. Foreign Banks

4. Regional Rural Banks

5. Other Scheduled Commercial Banks.

The redressal system against any of the services or, any type of complaint can be done through the system of Banking Ombudsman. Bnaking Ombudsman was introduced by RBI under Sec 35A of the Banking Regulation Act, 1949 w.e.f 1995. There is a banking ombudsman scheme,2006 which regulates the whole process and lists out the territorial jurisdiction of banking ombudsman for different areas.

                                           A banking ombudsman is a senior bank official appointed by RBI to redress customer complaints against deficiency in certain banking services.

                                             One can file a complaint before the Banking Ombudsman if the reply is not received from the bank within a period of one month after the bank concerned has received one s representation, or the bank rejects the complaint, or if the complainant is not satisfied with the reply given by the bank.

                                             A complaint can be filed with the Banking Ombudsman simply by writing on a plain paper. One can also file it online or by sending an email to the Banking Ombudsman. There is a form along with details of the scheme in the RBI website.However, it is not necessary to use this format.

                                                       One may lodge his/ her complaint at the office of the Banking Ombudsman under whose jurisdiction, the bank branch complained against is situated. For complaints relating to credit cards and other types of services with centralized operations, complaints may be filed before the Banking Ombudsman within whose territorial jurisdiction the billing address of the customer is located.

                                             The addresses of the Banking Ombudsman can be found on the website of Reserve Bank of India ( . Just you have to search for the scheme of 2006 ans the annexure to the scheme have the addresses.

                                                 The filing cost is zero and it can be done through a representative ( other than an advocate).

                                                   The limit on compensation amount to be awarded by Ombudsman is the amount , if any, to be paid by the bank to the complainant by way of compensation for any loss suffered by the complainant is limited to the amount arising directly out of the act or omission of the bank or Rs 10 lakhs, whichever is lower. The Banking Ombudsman awards compensation for mental pain and agony. The Banking Ombudsman may award compensation not exceeding Rs 1 lakh to the complainant only in the case of complaints relating to credit card operations for mental agony and harassment. The Banking Ombudsman will take into account the loss of the complainant ‘s time, expenses incurred by the complainant, harassment and mental anguish suffered by the complainant while passing such award.

                                                   If one is not satisfied with the decision passed by the Banking Ombudsman, one can approach the appellate authority against the Banking Ombudsmen’s decision. Appellate Authority is vested with a Deputy Governor of the RBI. One can also explore any other recourse and/or remedies available to him/her as per the law.  The bank also has the option to file an appeal before the appellate authority under the scheme.

                           I hope this will suffice.



Answered on July 2, 2013.
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