Sustaining the confidence of consumers in banks and other Financial Service Providers (FSPs) through prompt and effective grievance redressal, together with empowering customers through education is pivotal for maintaining trust in the banking system. 2. CMS envisages improved customer convenience by providing a single window on Reserve Bank’s website for lodging complaints against any regulated entity.
The complaint would be directed to the appropriate Office of the Ombudsman/Regional Office of the RBI. The application also improves transparency by keeping the complainants informed through auto-generated acknowledgements and enabling them to track the status of their complaints and file Appeals online against the decisions of the Ombudsmen, where applicable. Further, complainants can also voluntarily share feedback on their experience in obtaining redressal.