Bank of India stands as a prominent public sector bank in India, boasting an extensive customer base. Similar to any banking institution, patrons of Bank of India might encounter specific issues or wish to express grievances about the provided services. The bank has established a robust grievance redressal mechanism to assist customers in resolving complaints against Bank of India. This article presents a detailed, step-by-step guide on how to file and address complaints against Bank of India, emphasizing the importance of efficiently resolving complaints.
Steps to File Complaint Against Bank of India:
1. First Level of Complaint – Call Bank of India Customer Care
The first step is to get in touch with the bank’s customer care and register your complaint. You can call Bank of India customer care at 1800 220 229, 1800 103 1906 or 022 4091 9191. Explain your complaint in detail and request a resolution. The bank is required to provide a reference number for tracking your complaint. As per RBI guidelines, the bank must respond within 5 working days.
2. Escalate to Zonal Manager
If the issue is not resolved at the customer care level, the next step is to approach the Zonal Manager of your region. You can find contact details of the Zonal Manager on the bank’s website. Send a written complaint along with any supporting documents to the Zonal Manager via email or registered post. The Zonal Manager will investigate the matter and provide a resolution within 3 working days.
3. Reach Out to Chief Grievance Redressal Officer
If you are not satisfied with the response from the Zonal Manager, you can escalate the complaint to the Chief Grievance Redressal Officer at the bank’s headquarters. The contact details are available on Bank of India’s website. The Chief Grievance Redressal Officer ensures complaints are handled efficiently by the bank’s internal team. He/she will evaluate the matter and provide the final response from the bank within 7 days.
4. Approach the Banking Ombudsman
The next step in resolving complaints against Bank of India is to approach the Banking Ombudsman. The Banking Ombudsman is appointed by RBI to resolve customer complaints against banks. To file a complaint with the Ombudsman, you will need to submit a written complaint along with supporting documents showcasing how you have tried to resolve the issue with the bank. The Ombudsman will review the matter and provide a resolution within 2 months.
5. Take Legal Action
If you are not getting help from the Bank or Banking Ombudsman, you can take legal action against bank to get justice. Usually, sending a Legal Notice through an advocate can fetch you results quickly. Make sure you engage an experienced and professional lawyer who is well versed with Consumer Court procedures.
You can directly search for a lawyer or can take services of online legal platforms like Voxya who can provide you legal services without much hassle. After sending Notice, if you do not get any results the last step is to file a case in Consumer Court.
Documents Required for Complaint:
For resolving complaints against Bank of India, make sure to include the following documents:
– Name and address as the complainant
– Bank of India branch name, address and contact details against which complaint is made
– Account statements, transaction slips, agreement copies, etc. as proof of your complaint
– Reference number and communication trail documenting your efforts to resolve the issue with the bank
– Nature and extent of your monetary loss due to the issue
– The relief or resolution you are seeking
This will help the bank understand and resolve your complaint faster.
Common Reasons for Complaints Against Bank of India
Bank of India customers have raised several complaints regarding deficiencies in services and discrepancies in transactions. Some of the most common grievances faced by customers include:
- Activation of Dormant Accounts – Customers have faced difficulties in activating accounts that have been classified as dormant or inactive by the bank. Delays are caused despite submission of required documentation.
- Issuing Cheque Books – Non-receipt of new cheque books or replacement books even after placing requests is a key area of complaint.
- Nominee Details – Updating nominee information in deposit accounts is another problematic area. Customers have complained about inability to delete or change existing nominees despite completing formalities.
- Overdraft Accounts – Account holders have raised concerns regarding excess interest, penal charges and fees levied on overdraft facilities without prior intimation.
- Inward Remittances – Customers have experienced delays in receiving funds remitted from abroad due to lack of coordination between Bank of India branches.
By improving compliance, service quality and account handling processes, Bank of India can significantly help in resolving complaints against Bank of India.
Conclusion:
Bank of India has a robust internal grievance management system along with Banking Ombudsman support for customers. Though sometimes, resolving complaints against Bank of India can be challenging but following the procedures and escalation matrix for complaints can help get your issues resolved in a timely manner. Keep documenting your communication trail and provide the required information along with your complaint at every stage for the best outcome. This will lead to an improved banking experience overall for resolving complaints against the Bank of India.