RBI widens banking ombudsman’s ambit

Complaints to the banking ombudsman are now possible on deficiencies in selling third-party products such as insurance and mutual funds by banks.

Customers may also take banks to the ombudsman for flouting the rules on mobile banking and electronic banking services, the Reserve Bank of India (RBI) said on Friday.

This is a sequel to an amendment to the Banking Ombudsman Scheme of 2006. The amended scheme takes effect from July 1.

An ombudsman may also pass an award up to ~20 lakh, from ~10 lakh earlier. The pecuniary jurisdiction of the ombudsman has been doubled from the existing ~10 lakh, to ~20 lakh.

The banking ombudsman may also make a compensation award not exceeding ~1 lakh for loss of time, expenses incurred, harassment and mental anguish suffered by a complainant.

Customers are also allowed to appeal on complaints closed under Clause 13. This section allows an ombudsman to reject a complaint at any stage if it appears to have been pursued without sufficient cause.