File Complaint against Standard Chartered Bank with RBI Ombudsman

[ADMIN]

Step 1: Attempt to Resolve the matter with Standard Chartered Bank First

Prior to going to the RBI Ombudsman, consider trying to resolve it with Standard Chartered Bank first. Call customer care, or email at "[email protected]", or go to the branch. Clearly explain the situation and retain a record of your conversation and their response.

Step 2: Instigate the matter with the Bank Authority

If you do not get an acceptable response in 30 days, follow up with the senior team via mail to "[email protected]", or send a letter to Standard Chartered Bank, 19, Rajaji Salai, Chennai – 600001. You can contact Ms. Jigna Chandarana, Principal Nodal Officer, via email at [email protected] or by phone at 080-42896718 / 080-28089025 (Monday - Friday, 9:30 AM - 6:30 PM).

Step 3: Wait for the Bank to reply

Now you can wait for the bank to respond - typically for the Nodal Officer 5 working days. If not reply in a month or if you do not like the response, you can escalate to the RBI Ombudsman. You will need to keep all emails letters or call records as they may be needed as evidence.

Step 4: Gather Your Information & Evidence

It is time to gather your messages regarding your complaint. You have to gather your account number, dates of the problem, copies of all emails or letters sent to the bank, and a copy of the response from the bank, if you received it. Having clear evidence makes your case stronger.

Step 5: Decide How to File the Complaint

There are three ways to file a complaint with the RBI Ombudsman:

Online: visit https://cms.rbi.org.in

Email: [email protected]

Written: mail or deliver a complaint letter to: Centralised Receipt and Processing Centre, Reserve Bank of India, 4th Floor, Sector 17, Chandigarh – 160017.

Step 6: Complete the Complaint form

If you are filing the complaint online, go to the RBL CMS portal and enter your mobile phone number for an OTP. Follow these steps: enter your name, address, contact details and the details of Standard Chartered Bank. If you use an email or written complaint, and not the on-line option, type your complaint in plain English or Hindi or your regional language, and include all evidence.

Step 7: Describe your complaint clearly

Outline what occurred with the bank - e.g. a fee you should not have incurred, or a service they did not provide. The timeframe you first communicated the issue with the bank and their response. Be brief, clear and straight to the facts.

Step 8: Submit your complaint and obtain a reference number

Once you have submitted a complaint on-line, you need to save the complaint PDF and note the reference number. If you filed by email or written complaint, you will be submitted a reference number later on - to follow the status of your complaint.

Step 9: The Ombudsman will review your complaint

The RBI Ombudsman will review your complaint and will write to the bank asking for their position on your complaint. The Ombudsman may require further details about your complaint from you or the bank as part of the reviewing of your complaint. Depending on your complaint, this may take a few weeks to several months.

Step 10: follow-up the Complaint

When the Ombudsman has written to you they will have included a reference number with their correspondence, that you can then use to monitor your complaint in the RBI CMS . You can also check on this by phoning the RBI helpline 14448. If the Ombudsman requires anything further from you, ensure you respond in a timely fashion.

Step 11: Determine whether or not the decision is final

The Ombudsman will determine whether the bank has acted unreasonably; and if so direct the bank to remedy the situation; for example refund money, fix the problem, or undertake to do so. The Ombudsman's decision will be final but you have to file within one year of the last reply from the bank, or 13 months after you first raised the issue with the bank.

Step 12: What can I do if I am still dissatisfied?

If you do not feel that the Ombudsman process has resolved your situation, there are other options available, such as pursuing a case in the consumer court. You should consult a legal adviser to determine what action you may wish to pursue.