The last resort

In 1995, the Reserve Bank of India (RBI) instituted the banking ombudsman: a quasi judicial authority to address banking complaints. Dissatisfied bank customers have the option of approaching this authority when all else fails. Says P Shimrah, secretary to the Banking Ombudsman, "We encourage complainants to approach their respective banks before coming to us. If a bank fails in its duty, we are here to help them. The idea is not to persecute banks but work things out through conciliation." The RBI acts as a mediator summoning bank officials and aggrieved parties. Says Shimrah, "90 per cent of the cases are solved by sitting across the table and discussing the matter". On rare occasions, the RBI may have to pass a judgment against the bank. Banks can challenge this decision by approaching the concerned appellate authority - the Deputy Commissioner, RBI.

The ombudsman has begun dealing with credit card complaints from Jan 2006. Expectedly the number of complaints has shot up from a monthly average of 300 in 2005, to 800 this year.