The Hindu : Business : Adopt conciliatory approach to settle disputes, banks told

Online edition of India's National Newspaper
Friday, Jan 20, 2006

Business

Business

Adopt conciliatory approach to settle disputes, banks told

Staff Reporter

KOZHIKODE: Banking ombudsman for Kerala and Lakshadweep V. Krishnamoorthy has urged the banks to resort to conciliation while interacting with customers and receiving complaints.

Mr. Krishnamoorthy was speaking at an awareness meeting on the banking ombudsman scheme organised by Canara Bank, the lead bank, in the city on Wednesday.

He said that the greatest challenge for the banks at present was its customers. The banking sector, he noted, was in for a big leap forward. However, reforms that were detrimental to customers would not last long.

He said the banking ombudsman scheme for redressal of complaints was very simple, economic and quick. Only two awards (verdicts) were given during the last two-and-a-half years by the ombudsman. The rest were settled to the satisfaction of both the parties.

Observing that banking had come over from class banking involving a certain section of people to mass banking, Mr. Krishnamoorthy said that banks could avoid complaints if they followed the citizen charters and fair practices code.

"As banks grow, it is only natural that the number of complaints also increase. Complaints can never be seen as unhealthy. It is a sign of growth and dynamism. Many of the complaints can be redressed at the respective branch of the bank itself."

Complaints to the banking ombudsman can be sent in those cases where the customer is not satisfied with the reply to the complaint from the bank or in the event of non-receipt of reply on complaints even after a month. Copies of complaints to the banks had to be enclosed along with the complaints to the ombudsman. There was no need for an advocate to represent the complainant.

Canara Bank assistant general manager K.G.P. Shenoy presided over the meeting. Bank officials replied to the complaints raised by customers at the meeting.

The doubts on the ombudsman scheme were cleared by the ombudsman. A separate session for bank managers was also held.

Punjab National Bank regional manager B.K. Jayaprakash, SBT assistant general manager P.K. Ganapathi, lead district manager M. Balakrishnan and Canara Bank divisional manager R. Vinod were among those who spoke.

Printer friendly page
Send this article to Friends by E-Mail

Business