Reserve Bank of India recommends Banks in India to appoint Internal Ombudsman

          In a major step towards customer centricity, Reserve Bank of India today advised all Public Sector Banks and select private\foreign banks to appoint internal ombudsman.

The internal ombudsman should have the designation of  ‘Chief Customer Service Officer (CCSO)’.

The CCSO should not have worked in the bank in which he/she will be appointed as CCSO.

This initiative is to further boost the quality of customer service and to ensure that there is undivided attention to resolution of customer complaints in banks.

Apart from Public Sector Banks, select private\foreign  banks viz ICICI Bank Ltd., HDFC Bank Ltd., Axis Bank Ltd., Kotak Mahindra Bank Ltd., IndusInd Bank Ltd., Standard Chartered Bank, Citi Bank N.A. and HSBC Ltd., have   been advised to appoint Internal Ombudsman .

The above banks have been selected on the basis of their asset size, business mix, etc.

The Reserve Bank introduced the Banking Ombudsman Scheme (BOS) in 1995.

The aim of this scheme is to provide inexpensive forum for bank customers to resolve their complaints relating to deficiency in banking services.

The bank’s internal ombudsman will be a forum available to bank customers for grievance redressal before they can even approach the Banking Ombudsman.

The Reserve Bank will shortly issue detailed operational guidelines to the banks.

Once the detailed guidelines are in public domain, similar advertisements will appear in the Recruitment columns.

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