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Consumer Support Portal (Version 3.0)

A bank is a financial institution licensed to receive deposits and make loans. Banks may also provide financial services such as wealth management, currency exchange, and safe deposit boxes. There are several kinds of banks - retail banks, commercial or corporate banks, investment banks, payment banks etc

You should contact your bank and raise a dispute as this is an option for all the consumers. This dispute can be raised by visiting the bank personally, via telephonic conversation or in writing an email to bank support. 

RBI has mandated a minimum number of free transactions at ATMs. Banks may offer more number of free transactions or put charges for more transactions at ATMs. Please refer to the website of the Bank where your account is for more information.

Cards can be classified on the basis of their issuance, usage and payment by the card holder. There are four types of cards (a) debit, (b) credit, (c) prepaid, and (d) electronic.

Debit cards are issued by banks and are linked to a bank account. Credit cards are generally issued by banks. Prepaid cards or wallets are issued by banks/non-banks against the value paid in advance by the cardholder and stored in such cards. 

The limits on cash withdrawal at ATMs and for purchase of goods and services are decided by the card issuer. Cash withdrawal using debit cards and open system prepaid cards at PoS terminals has been allowed by Reserve Bank of India (RBI). Cardholders can check with their issuers for details of such facilities provided by them, if any.

The customer should lodge a complaint with the card-issuing bank at the earliest. This process is applicable even if the transaction was carried out at another bank's ATM.

Yes, the card issuing bank has to re-credit the customer’s amount within five calendar days from the date of the failed ATM transaction.

You can raise your grievance on the Digital Complaint Management System (CMS) Portal: This this is the unified portal for Banking, NBFC as well as Digital Transactions related grievances. Citizens can access the CMS portal at RBI’s website to lodge their grievances against any of the entities regulated by RBI. This site is very user friendly and provides information like ‘How to File a Complaint, Details /Documents required for filing a complaint, how to track your complaint, how to file an appeal against the OMBUDSMAN as well as the addresses& mailing list of Consumers’ Education and Protection Cells. 

The coverage of the Internal Ombudsman Scheme is extended to all scheduled commercial banks (other than Regional Rural Banks) having 10 or more banking outlets in India. The objective of setting up the Internal Ombudsman is to ensure that undivided attention is given to resolution of consumer grievances in banks and the bank’s customers get an independent and auto-review of their grievances so that they are not partially or wholly unaddressed before they approach the Banking Ombudsman.

The Banking Ombudsman is a senior official appointed by the Reserve Bank of India to redress customer complaints against deficiency in certain banking services covered under the grounds of complaint specified under Clause 8 of the Banking Ombudsman Scheme 2006 (As amended upto July 1, 2017).

All Scheduled Commercial Banks, Regional Rural Banks and Scheduled Primary Co-operative Banks are covered under the Scheme.

One can file a complaint before the Banking Ombudsman if a reply is not received from the bank for a period of 30 days or the bank rejects the complaint, or if the complainant is not satisfied with the reply given by the bank.

No. The Banking Ombudsman does not charge any fee for filing and resolving customers’ complaints.


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