NEW DELHI, July 12: To improve the customer bank relationship, the Reserve Bank of India has advised the public lenders as well as few private banks to appoint an internal ombudsman or the Chief Customer Service officer (CCSO) who would solve the customer complaints in bank.
The private sector and foreign banks who were asked to appoint the CCSO were ICICI Bank Ltd., HDFC Bank Ltd., Axis Bank Ltd., Kotak Mahindra Bank Ltd., IndusInd Bank Ltd., Standard Chartered Bank, Citi Bank N.A. and HSBC Ltd.. The banks were chosen on the basis of their asset size, business mix and many more factors.
Keen to ensure that there is undivided attention to resolving customer complaints in banks, the RBI suggested that the officer appointed should not have worked in the bank in which he/she is appointed as CCSO.
The bank’s internal ombudsman will be a forum available to bank customers for grievance redressal before they can even approach the Banking Ombudsman. (UNI)
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