If you are having problem with any bank, initiate following steps: 1. Lodge a complaint on phone/mobile with the customer care helpline of the bank and note down complaint number, date, time and name of the person who attended your call. Details of contact numbers of customer care can be had from website of the bank. 2. If nothing transpires to your satisfaction, send a detailed written complaint, with copies of papers held by you to the branch of the bank and obtain acknowledgement or send by registered/speed post ad. Simultaneously if possible, send an email by visiting bank's website. Now most of the banks are having branch wise contact details and email IDs. 3. If no action is initiated or you are not satisfied with the reply, address the complaint to Nodal Officer at Head Office of the bank. Give details of your complaint to customer care and bank branch and their reply or no reply. Contact details are available on bank's website under customer service/care icon. Send it by registered/speed ad post and also email the same. 4. If you do not get proper reaction within a month from the bank, file a complaint with banking ombudsman of your state by visiting www.bankingombudsman.rbi.org.in. Procedure is simple, cost effective and prompt. 5. You have one year time from date of cause of action to approach banking ombudsman. If you are not satisfied with the decision of banking ombudsman, you can file appeal to Dy. Governor of RBI at its H.O. in Mumbai. 6. If you are still not satisfied, you can resort to Consumer Protection Act. You have maximum two years time from date of cause of action. 7. If you are not having necessary papers, in case of nationalized banks you can simultaneously resort to The Right to Information Act for getting the papers. 8. You need not hire any advocate for approaching nodal officer or banking ombudsman. You can communicate in English, Hindi or regional language. Even for Complaint under Consumer Protection Act there is no need of advocate, but it is advisable if amount involved is substantial. 9. If possible, you can take assistance of a serving or retired officer of the bank for properly drafting the complaint. 10. You can also refer the matter to NGOs working for consumer protection in your area and also www.core.nic.in [central govt helpline]. They also take up the matter with banks on your behalf. You can get details of NGOs by searching on yahoo/google etc. 11. When ever you personally discuss your problem with bank officer, note down his name and designation with date, place and time of discussion. Send an email giving gist of discussion. This is necessary, as the officer cannot retract later on unless he refutes your gist sent by email by return post. |
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