Respond to RBI Ombudsman complaints and awards

Assemble the bank's written version, supporting records and the Internal Ombudsman's view for each complaint forwarded through the portal, then track conciliation and any award. The nodal office can meet every deadline, decide whether to comply or appeal, and avoid ex-parte awards.

Starts when

Complaint forwarded by the RBI Ombudsman / CRPC on the CMS portal
Award issued and complainant's acceptance letter received

People in the process

PPrincipal Nodal OfficerProcess Owner
BBusiness UnitParticipating Team
IInternal OmbudsmanParticipating Team
LLegalParticipating Team

The process is a starting point. The standards are yours.

Configure for the bank or lender’s category, permissions and applicable RBI directions. Outsourcing, customer conduct, recovery and reporting controls use the institution’s approved interpretation and delegated authority.

Keep the work connected.

Legal Recoveries

Choose SARFAESI, DRT or IBC from one enforcement file

When a loan defaults, bring the loan history, executed documents, security, certified statement of account, valuations and disputes into one account file. Legal Recoveries can confirm enforceability and limitation, and the recovery committee can choose the route before any notice issues.

CCRR

Legal Disputes

Defend borrower lawsuits from one approved fact record

When a borrower sues or escalates, reconcile signed terms, account statements, complaint history, notices and staff accounts into one approved fact record. Legal Disputes can track every filing deadline and counsel can plead consistent positions across consumer, civil and DRT forums.

OCE

Recoveries

Release security only after the settlement is fully paid

Track each one-time settlement instalment against the sanctioned amount, schedule and conditions before closing the loan account. Recoveries can withdraw pending cases, release security, return original documents and issue the no-dues certificate only once every term is met.

FLC

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Order for the work. Room for the people.