Volume : 2, Issue : 6, June - 2013

Performance Evaluation of Banking Ombudsman Scheme in the Indian Banking System

Dr. V. Darling Selvi

Abstract :

The banking system in India today has perhaps the largest outreach for delivery of financial services and is also serving as an important conduit for delivery of financial services. The Ombudsman Scheme is a system of expeditious and inexpensive resolution to customer complaints. The customers who are unhappy with the services rendered by a bank or face problems while dealing with one can apply to the banking ombudsman for redressal under the RBI’s Banking Ombudsman Scheme. This study is an attempt of exploring the facts related to the performance of Banking Ombudsman Scheme regarding the receipt and disposal of complaints, nature and mode of complaints received, region wise coverage of complaints and the grounds under which rejection of complaints takes place. Suitable statistical tools have been applied to highlight the findings. The result shows a positive trend related to the performance of Banking Ombudsman Scheme.