A Study Of Trends Of Complaints With Special Reference To Dehradun Banking Ombudsman

ABSTRACT

Banking Ombudsman Scheme is an expeditious and inexpensive forum for bank customers for resolution of complaints relating to services rendered by banks. Reserve Bank of India in the year 1995 introduced Banking Ombudsman Scheme under section 35A of the banking regulation act 1949. The Banking Ombudsman is a senior official appointed by the Reserve Bank of India to redress the grievances of customers on the services rendered by the Banks. This study is to see the trends of complaints made by the customers and performances of banking ombudsman offices. This paper is specially to see the performance of Dehradun Banking Ombudsman office. This study will show the nature of complaints in the year 2018-19, total number of complaints received in past three years, average cost of handling a complaint, mode of receipt of complaint, Disposal of complaints and its rate, complaints received by office of Banking Ombudsman Dehradun in past three years and comparison, Disposal, Awards, and Appeals.

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