Ombudsman Scheme

Ombudsman Scheme for Non-Banking Financial Companies, 2018
Salient Features

(Pursuant to RBI notification dated 26th April 2019)

Scheme covers customers of

All deposit taking NBFCs
NBFCs with assets size >= Rs. 100 crore + customer interface
(Excluding: Infrastructure finance companies, core investment companies, infrastructure debt fund and NBFCs under liquidation)

When can a customer file a complaint?

NBFC has not given details such as amount of loan sanctioned, terms & conditions, annualised rate of interest, etc.
It has not given notice for changes in the agreement, levy of charges
It has not kept the contract/loan agreement transparent
NBFC has not followed the RBI directives
It has not followed guidelines on Fair Practices Code

How can a customer file a complaint?

Write to the NBFC concerne

At the end of one month

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)

How does Ombudsman take a decision?

Proceedings before Ombudsman are summary in nature
Promotes settlement through conciliation If not reached, can issue Award/Order

Can a customer appeal, if not satisfied with decision of Ombudsman?

Yes, If Ombudsman’s decision is appealable. Appellate Authority: Deputy Governor, RBI

For customers in the state of:	Details of Ombudsman
Tamil Nadu, Andaman and Nicobar Islands, Karnataka, Andhra Pradesh, Telangana, Kerala, Union Territory of Lakshadweep and Union Territory of Puducherry	C/o Reserve Bank of India, Fort Glacis, Chennai 600 001 STD Code: 044 Telephone No : 25395964 Fax No : 25395488 Email id – cms.nbfcochennai@rbi.org.in Click here to lodge complaint
Maharashtra, Goa, Gujarat, Madhya Pradesh, Chhattisgarh, Union Territories of Dadra and Nagar Haveli, Daman and Diu	C/o Reserve Bank of India RBI Byculla Office Building Opp. Mumbai Central Railway Station Byculla, Mumbai – 400 008 STD Code: 022 Telephone No : 2300 1280 Fax No : 23022024 Email id – cms.nbfcomumbai@rbi.org.in Click here to lodge complaint
Delhi, Uttar Pradesh, Uttarakhand, Haryana, Punjab, Union Territory of Chandigarh Himachal Pradesh, and Rajasthan and State of Jammu and Kashmir	C/o Reserve Bank of India Sansad Marg, New Delhi – 110001 STD Code : 011 Telephone No : 23724856 Fax No : 23725218-19 Email id – cms.nbfconewdelhi@rbi.org.in Click here to lodge complaint
West Bengal, Sikkim, Odisha, Assam, Arunachal Pradesh, Manipur, Meghalaya, Mizoram, Nagaland, Tripura, Bihar and Jharkhand	C/o Reserve Bank of India 15, Netaji Subhash Road Kolkata – 700 001 STD Code : 033 Telephone No : 22304982 Fax No : 22305899 Email id – cms.nbfcokolkata@rbi.org.in Click here to lodge complaint

Note: This is an Alternate Dispute Resolution mechanism. Customer is at liberty to approach any other court/forum/authority for the redressal at any stage.

The copy of the scheme can be viewed here