Ever wondered what happens when your complaint to the bank doesn’t get resolved? Or what to do if you feel the compensation awarded isn’t enough? 🤯
In today’s video, we’re diving into Part 3 of the Integrated Ombudsman Scheme – a crucial topic from Module A of Principles and Practices of Banking (PPB). This part focuses on appeal procedures, award compliance, non-maintainable complaints, and real-life RBI Ombudsman case studies.
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Whether you’re preparing for JAIIB, bank promotion exams, or simply want to understand your rights as a customer, this video has something valuable for you.
✅ If you’re a banker, aspiring officer, or even a finance student, this session will help you answer tough case-study based MCQs in the exam.
🎥 So go ahead—watch the full video, drop your thoughts in the comments, and don’t forget to like and share it with your fellow bankers. Let’s make exam prep easy and effective together!
👉 Before we dive in, watch this video for a complete breakdown:
🕒 Timestamp-Based Breakdown
00:00 – Intro to Part 3 of Integrated Ombudsman Scheme
Now, it’s time to close the loop with the final section covering appeals, awards, and rejection grounds. This part often shows up in case-based questions.
00:38 – Award Acceptance & Compliance by Banks
- Ombudsman awards must be accepted by the complainant within 30 days.
- Banks must implement the award within 30 days of acceptance.
- If not accepted on time – award lapses.
Max award: ₹20 lakh
Mental distress compensation: ₹1 lakh
02:59 – CRPC Screening & Validity of Complaints
- CRPC = Central Receipt and Processing Centre
- Types of complaints:
- Valid (Maintainable)
- Invalid
- Out of jurisdiction
04:03 – Appeal Process & Appellate Authority
- Either party can appeal to RBI’s Executive Director
- Appeal must be filed within 30 days
- Extension possible if delay is justified
- Banks cannot appeal if documents weren’t submitted on time
06:21 – Grounds to Appeal (Customer Side)
- Unfair rejection or poor investigation
- Insufficient compensation
- Unjustified rejection of complaint
08:02 – Powers of the Appellate Authority
- Can dismiss appeal or modify/cancel the award
- May refer the case back to ombudsman
- Can pass a fresh or alternate order
09:17 – When a Complaint is NOT Maintainable
- Loan not sanctioned
- Disputes with vendors
- Complaint not first made to the bank
- Legal proceedings pending
- Staff management issues
- Unregulated services under RBI
11:51 – Valid Timeframe to File a Complaint
- Wait 30 days after complaining to bank
- File within 12 months of response or lapse of 30 days
- Cannot be under litigation elsewhere
- Advocates cannot file, third parties (with auth) can
16:01 – Complaint Rejection Grounds
- Complaint only for advice, not a grievance
- No deficiency in service
- Claim exceeds ₹20 lakh
- No financial loss
- Complainant does not follow up
17:43 – Powers & Responsibilities of Ombudsman
- Investigate and request documents
- Issue award of ₹20 lakh + ₹1 lakh for distress
- Submit annual report to RBI
- Can reject or resolve complaints through mediation
19:19 – Bank Responsibilities under the Scheme
- Appoint Principal Nodal Officer (PNO) at GM level
- Display info on branches, ATMs, websites
- Provide customer procedure booklets
- Respond to ombudsman within 15 days
[FREE EPDF] INTEGRATED OMBUDSMAN SCHEME 2021 | PPB chapter 19 Module A Part 2
20:24 – Real-Life Case Studies
Case 1: Delay in Credit of Retirement Benefit
Cheque delayed → FD + 2% interest + ₹10,000 compensation awarded
Case 2: Lost Title Deeds Post Loan Repayment
Documents lost → ₹25,000 compensation + public notice costs covered by bank
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Conclusion
So there you have it – everything about the Integrated Ombudsman Scheme Part 3, from filing an appeal, understanding award compliance, to knowing when a complaint might be rejected.
This knowledge helps you become a more aware banker and customer advocate. Perfect for JAIIB and real-world banking scenarios!
📣 Don’t forget to drop your questions in the comments, like the video if it helped you, and subscribe for more exam-focused content!
✅ Stay consistent. Keep learning. Crack JAIIB with confidence!
