Frequently Asked Questions - Ombundsman Salient Features
Is this the only way to place a complaint?
No, this is an Alternate Dispute Resolution mechanism. Customer is at liberty to approach any other court/forum/authority for the redressal at any stage
Can a customer appeal, if not satisfied with the decision of the Ombudsman?
Yes, If Ombudsman’s decision is appealable → Appellate Authority: Deputy Governor, RBI
How does the Ombudsman take decisions?
Proceedings before the Ombudsman are summary in nature. They promote settlement through conciliation → If not reached, can issue Award/Order
How can a customer file a complaint?
Content for above process
Written representation to NBFC concerned
Written representation to NBFC concerned
If reply is not received from NBFC or customer remains dissatisfied with the reply of NBFC
If customer has not approached any forum
File a complaint with NBFC Ombudsman (not later than one year after the reply from NBfC)
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