The Internal Ombudsman are entrusted with the responsibility of examining those grievances which were either rejected by the bank’s internal grievance redressal system or where only a partial relief was granted. I am happy to note that all banks have since appointed Internal Ombudsman. We intend to meet them shortly and if needed, fine tune the instructions.
A note of caution that I would like to sound here is about the role of the Internal Ombudsman, the Principal Nodal Officer and that of the PCCOs. Banks must ensure that these officials have clearly demarcated roles and responsibilities and a clear chain of command so as to avoid overlaps or vacuums. 2  BIS central bankers’ speeches  10.