The Reserve Bank of India has asked banks to ensure that a suitable mechanism exists for receiving and addressing complaints from its customers / constituents with specific emphasis on resolving such complaints fairly and expeditiously regardless of the source of the complaints.
The banks need to ensure that the complaint registers are kept at prominent place in their branches which would make it possible for the customers to enter their complaints.
The banks should have a system of acknowledging the complaints, where the complaints are received through letters / forms and fix a time frame for resolving the complaints received at different levels.
The banks should ensure that redressal of complaints emanating from rural areas and those relating to financial assistance to priority sector and government?s poverty alleviation programmes also forms part of the above process.
The names of the officials who can be contacted for redressal of complaints, together with their direct telephone number, fax number, complete address (not Post Box No.) and e-mail address etc. for proper and timely contact by the customers and for enhancing the effectiveness of the redressal machinery.Prominently be displayed at the branches,
Where the complaints are not redressed within one month, the concerned branch / controlling office should forward a copy of the same to the concerned Nodal Officer under the Banking Ombudsman Scheme and keep him updated regarding the status of the complaint. This would enable the nodal officer to deal with any reference received from the Banking Ombudsman regarding the complaint more effectively, said RBI.