1. The complaint by the Banking Ombudsman should be made __

1. Oral
2. Writing
3. Both a and b
4. either a or b
5. None of the above

Option “2” is correct.
The complaint by the Banking Ombudsman should be made writing.
2. Under which of the following circumstances Banking Ombudsman may be filed for Para Banking Activities.

1. improper, unsuitable sale of third party financial products
2. non-transparency /lack of adequate transparency in sale
3. non-disclosure of grievance redressal mechanism available
4. delay or refusal to facilitate after sales service by banks
5. All the above

Option “5” is correct.
Non-adherence to Reserve Bank guidelines on para-banking activities like
sale of insurance /mutual fund /other third party investment products by
banks with regard to following:
i. improper, unsuitable sale of third party financial products
ii. non-transparency /lack of adequate transparency in sale
iii. non-disclosure of grievance redressal mechanism available
iv. delay or refusal to facilitate after sales service by banks
3. Which of the following complaints can be received by the Banking Ombudsman?

1. Non-payment or inordinate delay in the payment or collection of cheques, drafts, bills.
2. Non-acceptance, without sufficient cause, of small denomination notes tendered for any purpose, and for charging of commission in respect thereof.
3. Non-acceptance, without sufficient cause, of coins tendered and for charging of commission in respect thereof;
4. Non-payment or delay in payment of inward remittances
5. All the above

Option “5” is correct.
Banking Ombudsman can be filed for:
Non-payment or inordinate delay in the payment or collection of cheques, drafts, bills.
Non-acceptance, without sufficient cause, of small denomination notes tendered for any purpose, and for charging of commission in respect thereof.
Non-acceptance, without sufficient cause, of coins tendered and for charging of commission in respect thereof; non-payment or delay in payment of inward remittances; failure to issue or delay in issue of drafts, pay orders or bankers’ cheques, non-adherence to prescribed working hours; failure to provide or delay in providing a banking facility (other than loans and advances) promised in writing by a bank or its direct selling agents.
4. In respect to Loans and Advances, when can a customer file Banking Ombudsman

1. non-observance of Reserve Bank Directives on interest rates;
2. delays in sanction, disbursement or non-observance of prescribed time schedule for disposal of loan applications;
3. non-acceptance of application for loans without furnishing valid reasons to the applicant; and
4. non-adherence to the provisions of the fair practices code for lenders as adopted by the bank or Code of Bank’s Commitment to Customers
5. All the above

Option “5” is correct.
In respect to Loans and Advances, a customer can file Banking Ombudsman
(a) Non-observance of Reserve Bank Directives on interest rates;
(b) Delays in sanction, disbursement or non-observance of prescribed time schedule for disposal of loan applications;
(c) Non-acceptance of application for loans without furnishing valid reasons to the applicant; and
(d) Non-adherence to the provisions of the fair practices code for lenders as adopted by the bank or Code of Bank’s Commitment to Customers
(e) Non-observance of any other direction or instruction of the Reserve Bank as may be specified by the Reserve Bank for this purpose from time to time.
5. The Complaint can be filed in Banking Ombudsman only when which of the following conditions are fulfilled.

1. Bank has not replied to Complainant within 30days of Complain.
2. Bank has rejected the complaint
3. The complainant is not satisfied with Bank answer.
4. All the above
5. There is no such condition

Option “4” is correct.
One can file a complaint before the Banking Ombudsman if the reply is not received from the bank within a period of one month after the bank concerned has received one’s complaint, or the bank rejects the complaint, or if the complainant is not satisfied with the reply given by the bank.
6. Under What Circumstances will one’s complaint not be considered by the Ombudsman?

1. One has not approached his bank for redressal of his grievance first.
2. One has not made the complaint within one year from the date of receipt of the reply of the bank or if no reply is received, and the complaint to Banking Ombudsman is made after the lapse of more than one year and one month from the date of complaint made to the bank.
3. The subject matter of the complaint is pending for disposal / has already been dealt with at any other forum like court of law, consumer court etc.
4. All the above
5. It cannot be rejected.

Option “4” is correct.
One’s complaint will not be considered if:
· One has not approached his bank for redressed of his grievance first.
· One has not made the complaint within one year from the date of receipt of the reply of the bank or if no reply is received, and the complaint to Banking Ombudsman is made after the lapse of more than one year and one month from the date of complaint made to the bank.
· The subject matter of the complaint is pending for disposal / has already been dealt with at any other forum like court of law, consumer court etc.
· Frivolous or vexatious complaints.
· The institution complained against is not covered under the scheme.
7. Based on whose Commitee recommendations the Banking Ombudsman was reviewed in 2010.

1. Parthasarathi Shome
2. Shivaraman Committee
3. Suma Verma Committee
4. Shri Raghuram Rajan Committee
5. Damodaran Commitee

Option “5” is correct.
The Damodaran Committee was set up in 2010 by RBI to look into banking services rendered to retail and small customers, including pensioners and also to look into the system of grievance redressal mechanism prevalent in banks, its structure and efficacy and suggest measures for expeditious resolution of complaints.
8. The Banking Ombudsman scheme was revised in which year to include regional rural Banks

1. 2005
2. 2002
3. 2017
4. 2009
5. 2015

Option “2” is correct.
The Scheme was revised in 2002 mainly to cover Regional Rural Banks and to permit review of the Banking Ombudsmens’ awards against banks by the Reserve Bank.
9. The compensation that can be awarded by the Banking Ombudsman shall be ____ of the amount involved in the dispute.

1. Exclusive
2. Inclusive
3. Depends on case
4. Depends on Complainant exclusive or inclusive
5. None of the above

Option “1” is correct.
Banking Ombudsman shall not have the power to pass an Award directing payment of an amount towards compensation which is more than the actual loss suffered by the complainant as a direct consequence of the act of omission or commission of the bank, or two million rupees whichever is lower. The compensation that can be awarded by the Banking Ombudsman shall be exclusive of the amount involved in the dispute.
10. The maximum limit of Rs 1 lakh compensation can be awarded for ___

1. Mental Health and Agony
2. Maximum amount of compensation
3. Injury
4. All the above
5. None of the above

Option “1” is correct.
The Banking Ombudsman may award compensation not exceeding 1 lakh (One Hundred Thousand) to the complainant for mental agony and harassment.

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