Complaint Charge?

Question

Dr. Arifali v. Bhojani  Cheque book charge debited rs/ 86/ this is too much charge. There shold no cheque book charge in one quater.One cheque book should free in one quater

Answer 1

Dear Dr Arifali

At the outset, let me clarify that this site is designed and managed by a group of Senior Banking Professionals to assist Bank Customers at large to provide guidance for resolution of any complain/query/grievance in respect of financial services. This site does not belong to any Bank or a regulator, which may please be noted.

Please get in touch with your relationship officer / branch manager and seek clarification regarding the charges.  There could be a possibility that you might have taken more number of cheques than the permissible quantity in a quarter.  Please check the facts and thereafter may proceed accordingly.  Post clarification, if you still feel that the charges were on the higher side, you may complain to the Nodal Officer of the bank.  You can find contact details of Nodal Officer on your bank's website. In case you do not get desired response, please do not hesitate to write to BO. For address of the Office of the Banking Ombudsman, Area of Operation (jurisdiction) and the procedure for lodging complaint, you may access the website https://bankingombudsman.rbi.org.in/.

RAJA

Answer 2

Hi Bhojani,

When a customer opens an account, he / she signs a charges structure sheet (part of the account opening form). Please go to your branch or the nearest branch and demand to see the said charges structured sheet signed by you. If after opening of the account, the Bank increases / decreases the charges, the same is notified by (a) your account statement, which is received physically or through email, (b) published in the bank's domain, (c) through notice displayed at the branches. Please visit the nearest branch & enquire about the charges applied on your account and ascertain the means through which the customer has been notified about the change in charges. If you do not receive proper response, register a complaint with the branch under copy to their Customer service cell.

From the above if you find that the Bank has committed the mistake and you are not supposed to be penalised or the Bank has never informed you about the charges, please follow the below steps :-

1.    Go to your Bank’s website and search for grievance redressal (or similar name) button and submit your complaint online furnishing the details.

2.    If you do not receive any reply / satisfactory reply within 10 days, lodge your complaint with the Nodal officer of the Bank (either through email or letter)

3.    If you do not receive any reply / satisfactory reply within 10 days from the Nodal officer, lodge your complaint with the Principal Nodal officer of the Bank (either through email or letter)

4.     If still not satisfied with the reply / do not receive reply from the Principal Nodal officer within 10 days, lodge your complaint with the Banking Ombudsman within your jurisdiction (either through letter or email), whose website is https://bankingombudsman.rbi.org.in/