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Journal articles on the topic 'Banking Ombudsman'

Author: Grafiati

Published: 4 June 2025

Last updated: 1 August 2025

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1

Tollemache, Nadja. "Taking the Ombudsman Concept into the Private Sector: Notes on the Banking Ombudsman Scheme in New Zealand." Victoria University of Wellington Law Review 26, no. 2 (1996): 233. http://dx.doi.org/10.26686/vuwlr.v26i2.6165.

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This article traces the development of the institution of Ombudsman in New Zealand and comments on the move of the idea from the public to the private sector. The article first discusses the historical tests for unlawfulness under the Ombudsmen Act 1962 and 1975, which focused on the public sector. The success of the Ombudsmen in the public sector then led to the appointment of New Zealand's first Banking Ombudsman in 1992, modelled on similar offices in the United Kingdom and Australia. However, the article discusses factors that distinguish New Zealand's Banking Ombudsman to that of the Unit

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2

Rupani, Riya, and Shaukat Ali. "An analytical study on the performance of the banking ombudsman scheme in India." Journal of Management Research and Analysis 9, no. 3 (2022): 130–36. http://dx.doi.org/10.18231/j.jmra.2022.025.

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Customer satisfaction is an integral element in inculcating trust among the common people in the banking sector, which may also boost financial inclusion. Customer satisfaction can be measured in terms of complaints received about the bank services. The Banking Ombudsman Scheme was introduced in India in 1995 and revised in 2002 to enable the resolution of complaints of customers of banks relating to certain services rendered by the banks. To analyse the performance of the Banking Ombudsman Scheme in India based on selected parameters, a descriptive research design has been used. The present s

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3

CLARKE, CATHERINE. "THE BANKING OMBUDSMAN SCHEME." Journal of Financial Regulation and Compliance 2, no. 3 (1994): 195–200. http://dx.doi.org/10.1108/eb024806.

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4

Awadh, Ram, and Chandrika Setu Sharma. "Judicial Review of Insurance Ombudsman Decisions: A Legal Perspective." Journal of Advances and Scholarly Researches in Allied Education 21, no. 6 (2024): 134–40. https://doi.org/10.29070/avwb7r16.

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In this research, we set out to comprehend the ombudsman idea and find the problems with its implementation by conducting a thorough examination of its history, development, and operation in various regions of the globe. In light of the foregoing and in light of international precedents for ombudsman schemes, the following recommendations are put forth: (i) the establishment of a unified regulatory body overseeing all state lokayukts to standardize their respective jurisdictions and the means by which complaints are addressed; (ii) the transmission of technical circulars from insurance compani

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5

Namrata, Chakrabarty. "The Effectiveness of Indian Banking Ombudsman on Its Customers." Annual International Journal on Intellectual Property and Corporate Affairs (AIJIPCA) 1 (June 5, 2023): 58–66. https://doi.org/10.5281/zenodo.10790246.

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In India, the Banking Ombudsman was first established in the year 1995 through a scheme that was subsequently amended two times, in 2002 and 2006. Since 2006, the Ombudsman has been given a new dimension and shape for efficient functioning in solving banking disputes arising during banking transactions with the customers amicably and without resorting to adversarial systems of dispute settlement. However, with the change of time, several new issues emerge that demand changes in every existing system for which all such established systems need to adjust to such changing situations. Similarly, c

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6

Rawlings, Philip, and Chris Willett. "Ombudsman schemes in the United Kingdom's financial sector: The insurance ombudsman, the banking ombudsman, and the building societies ombudsman." Journal of Consumer Policy 17, no. 3 (1994): 307–33. http://dx.doi.org/10.1007/bf01018966.

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7

Sharma, Reema, and Fulbag Singh. "Banking Ombudsman Scheme: A Redressal Mechanism for Banking Customer's Grievances." Asian Journal of Research in Banking and Finance 5, no. 6 (2015): 136. http://dx.doi.org/10.5958/2249-7323.2015.00077.2.

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8

Olena, Pozniakova, and Dobosh Nazar. "DEVELOPMENT OF DIGITALIZATION MECHANISM OF INSTITUTE OF FINANCIAL OMBUDSMAN ON EXAMPLE OF UKRAINE." TECHNOLOGY AUDIT AND PRODUCTION RESERVES 6, no. 4(56) (2020): 54–59. https://doi.org/10.15587/2706-5448.2020.220327.

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<em>The object of research is the problem of the rights violation of consumers of financial services. The institute of financial ombudsman is important for this function. This is the person who successfully performs the function of settling disputes in many countries around the world. The authors have developed a mechanism for digitalization of the institute of financial ombudsman, which will help in resolving disputes and preventing them through a special electronic platform of the financial ombudsman, which would optimize the cooperation of consumers of financial services with the ombudsman.

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9

Tamragundi, A. N., and Seema Badiger. "ANALYTICAL STUDY ON BANKING OMBUDSMAN FROM BANKER’S STANDPOINT." YMER Digital 21, no. 06 (2022): 754–63. http://dx.doi.org/10.37896/ymer21.06/76.

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In the present scenario, Banks are all set to add new frontiers by rendering quality services with the harnessed technology and globalised market to reach the pinnacle. Banks as a largest financial service provider, it would be the part and parcel of its life to outclass in its service delivery and also to receive both the positive and negative feedback. Banks, if not a good service provider, would get hindered with its progress. Nowadays, due to the diversity of population, Customers are having good education and sound knowledge about most of the aspects, and their tough competition among the

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10

Mugdha, Mujumdar, Prabhu Sandeep, and Hallur Giri. "Qualitative Analysis of Consumer Redressal Practices in Indian Regulated Sectors." International Journal of Recent Technology and Engineering (IJRTE) 9, no. 4 (2020): 361–70. https://doi.org/10.35940/ijrte.D4987.119420.

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This paper aims to study and analyse consumer complaint resolution mechanisms and ombudsman frameworks in three Indian regulated sectors and tries to compare it with that of telecom sector. Here an analysis of regulatory data is carried out. The paper is both theoretical and analytical in nature. This research sheds light on complaint resolution frameworks in Indian regulated sectors such as “Banking, Insurance, Electricity and telecom. Role of Ombudsman and alternates dispute resolution mechanism in the sector is also studied. It is necessary for Ombudsman to perform its duties and resp

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11

Singh, Rajdeep. "PERFORMANCE REVIEW OF BANKING OMBUDSMAN SCHEME: AN EFFECTIVE TOOL TO EMPOWER BANK’S CUSTOMERS." International Journal of Research -GRANTHAALAYAH 4, no. 6 (2016): 92–99. http://dx.doi.org/10.29121/granthaalayah.v4.i6.2016.2642.

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The purpose of introducing the New Economic Policy 1991 was to bring in increased effectiveness and efficiency in the service quality by bringing about more privatization and globalization. The introduction of the New Economic Policy led to an increase in the number of service providers in different sectors including the banking sector. Therefore there was enhanced need of safeguarding the interests of the customers in this sector. In order to ensure proper and high quality and proper service quality to banking customers a major initiative was undertaken by the RBI in the year 1995. This much

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12

Suvarna, Harinakshi, and Narayan Kayarkatte. "A critical review of performance of banking ombudsman scheme in India." Asian Journal of Research in Banking and Finance 11, no. 8 (2021): 1–10. http://dx.doi.org/10.5958/2249-7323.2021.00013.4.

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13

Alves, Carlos, and Claudio Machado Filho. "The principles of governance and ombudsman action at banking institutions in Brazil." Revista Gestão da Produção, Operações e Sistemas 9, no. 2 (2014): 51–64. http://dx.doi.org/10.15675/gepros.v34i2.1064.

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14

Ziegenfuss, James T. "The corporate ombudsman at work in health care, banking, utility, and transportation firms." National Productivity Review 14, no. 2 (1995): 97–109. http://dx.doi.org/10.1002/npr.4040140212.

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15

T., Uma Rani. "Most Preferred Business Banking Product of HDFC Bank in Trichy City." Journal of Economics and Behavioral Studies 2, no. 4 (2011): 177–85. http://dx.doi.org/10.22610/jebs.v2i4.235.

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Change is the only constant factor in this dynamic world and banking is not an exception. The changes staring in the face of bankers relates to the fundamental way of banking-which is undergoing rapid transformation in the world of today, in response to the forces of completion productivity and efficiency of operations, reduced operating margins better asset/liability management, risk management, any time and any where banking. The major challenge faced by banks today is to protect the falling margins due to the impact of competition. Another significant impact of banks today is the technology

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16

Oseni, Umar A., and Sodiq O. Omoola. "Prospects of an online dispute resolution framework for Islamic Banks in Malaysia." Journal of Financial Regulation and Compliance 25, no. 1 (2017): 39–55. http://dx.doi.org/10.1108/jfrc-07-2016-0055.

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Purpose This study aims to examine the prospects of using an online dispute resolution (ODR) platform for resolving relevant Islamic banking disputes in the usual banker–customer relationship in Malaysia. It is argued that through proper regulation, such innovative dispute management mechanism would not only address some legal risks associated with banking disputes but could also prevent reputational risks in the Islamic financial services industry. Design/methodology/approach Based on an internet survey, responses were obtained from about 109 respondents in Malaysia. The data obtained were su

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17

Rasyid, Abdul. "Relevance of Islamic Dispute Resolution Processes in Islamic Banking and Finance." Arab Law Quarterly 27, no. 4 (2013): 343–69. http://dx.doi.org/10.1163/15730255-12341267.

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Abstract In the Islamic legal system, the ways in which disputes are resolved generally fall under two categories. The first category is through litigation, namely in Islamic courts (al-qaḍāʾ or adjudication), and the second is through amicable means such as negotiation, conciliation and compromise (naṣīḥah or sincere advice), mediation (ṣulḥ), arbitration (taḥkīm), mediation along with arbitration (ṣulḥ and taḥkīm), an ombudsman (muḥtasib), expert determination (Mufti’s fatwā, pl. fatāwā), etc. These mechanisms are called alternative dispute resolution (ADR) that refers to a range o

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18

Amith, Menezes. "BUSINESS ETHICS AND ITS IMPORTANCE IN BANKING INDUSTRY." International Journal of Scientific Research and Modern Education 1, no. 2 (2016): 196–201. https://doi.org/10.5281/zenodo.212665.

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<em>Business ethics is defined as "the process of evaluating decisions, either before or after, with respect to the moral standards of society."Core ethical values include honesty, integrity, fairness, responsible citizenship and accountability. In short, business ethics means "choosing the good over the bad, the right over the wrong, the fair over the unfair, the truth over the lie". Observing the law is one basic professional requirement for banks. They must also pay close attention to moral concerns in order to make the right ethical decisions on a day-to-day basis. The upholding of an ethi

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19

Oseni, Umar A., Abideen Adeyemi Adewale, and Sodiq O. Omoola. "The feasibility of online dispute resolution in the Islamic banking industry in Malaysia." International Journal of Law and Management 60, no. 1 (2018): 34–54. http://dx.doi.org/10.1108/ijlma-06-2016-0057.

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Purpose The paper aims to examine the perceptions of three major stakeholders – bankers, lawyers and customers – in the Islamic banking industry in Malaysia to assess their behavioural intention to use the proposed online dispute resolution (ODR) mechanism. Design/methodology/approach The study modifies the unified theory of acceptance and use of technology (UTAUT) within the context of ODR and its feasibility in the Malaysian Islamic banking industry. The model was extended to include trust in technology and trust in bank, which might have significant influences on the intentions of major sta

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20

Macierzyński, Wiesław Łukasz, and Wojciech Boczoń. "The impact of COVID-19 pandemic on cybersecurity in electronic banking in Poland." Central European Review of Economics & Finance 39, no. 4 (2022): 39–55. http://dx.doi.org/10.24136/ceref.2022.016.

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Purpose: The purpose of the article is to present both theoretical and practical basis for cybersecurity in electronic banking in Poland during the COVID-19 pandemic. During this period a major reorganisation of IT solutions occurred, which allowed to extend the range of online products and services offered both to bank customers and employees. As our life is more and more dependent on digital technologies, cyber attacks have become more costly and more dangerous. Driven by dynamic technological development regulations have changed, which resulted in cybersecurity becoming a key priority in fi

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21

Dr., Roshan Lal Rohilla. "Legal Issues Involved in Electronic Payments System in India." International Journal of Current Science Research and Review 07, no. 02 (2024): 864–71. https://doi.org/10.5281/zenodo.10603941.

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Abstract : The Indian economy has developed rapidly after the induction of digital interfaces in commerce, trade, and industry particularly after the popularisation of electronic payment systems or digital banking. Since 2016 when the Government of India announced demonetization, electronic payments have been rising and are expected to continue in the future because the government has promoted these types of payments. Internet penetration in India was 47 percent in 2022 and it was more than 100 percent in urban areas as compared to rural areas, now with the expansion of the information technol

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22

Saliya, M. R. "Legal Aspects of Consumer Protection of Financial Services Within the EAEU." Courier of Kutafin Moscow State Law University (MSAL)) 1, no. 3 (2025): 178–86. https://doi.org/10.17803/2311-5998.2025.127.3.178-186.

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Formation of a common financial market is one of the key goals of the Eurasian Economic Union. Harmonization of protecting the rights and legitimate interests of consumers of financial services is an integral part of this process. The paper provides a comparative legal analysis of the legislation of the EAEU member states in three groups of services: banking, securities market and insurance. At first glance, it seems similar in regulating, however, a deeper analysis reveals differences that are important to eliminate when creating a common financial market. A number of states do not have an in

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23

Viswanadham, P., and V. Krishna Mohan. "Banking Ombudsmen Scheme—A Review." Review of Professional Management- A Journal of New Delhi Institute of Management 3, no. 2 (2005): 24. http://dx.doi.org/10.20968/rpm/2005/v3/i2/101058.

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24

Matytsin, Denis. "The Key Elements of the Guarantee System of Compliance with the Legitimate Interests of the Parties to Investment Transactions: Interdependence and Functions." Legal Concept, no. 4 (December 2021): 125–35. http://dx.doi.org/10.15688/lc.jvolsu.2021.4.17.

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Introduction: the relevance of the research is due to the transformation of social relations in the neoindustrial era, which opens up technological innovations to mankind. In this regard, there is an objective need to revise and modernize many legal institutions and create a new legislative matter for the normal functioning of the banking and investment sector adequate to modern realities. Purpose: the paper contributes to the formation of the understanding of individual investors, recipients of investments, and investment intermediaries of the fact that there is a set of special means that ca

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25

Yadav, Shashi. "A Study of Grievance Redressal Mechanism in Banking Industry in India." MANAGEMENT INSIGHT - THE JOURNAL OF INCISIVE ANALYSERS 17, no. 02 (2021). http://dx.doi.org/10.21844/mijia.17.2.10.

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“Customer service is a business need of banks and not social service.” Customer must have the right to access banking services and to the grievance redressal machinery - to banks' internal mechanism for grievance redressal as well as the Banking Ombudsman Scheme of the Reserve Bank - so that they are not 'excluded' from the banking fold. Grievances are an important input into regulatory and supervisory process for the banking industry. Therefore it is imperative to check on the working and operation of the Banking Ombudsman Scheme and to ascertain the lacking behind it. This paper makes an eff

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26

Yadav, Anoop Kumar. "Banking Ombudsman: A Pragmatic Step in the Banking Sector." SSRN Electronic Journal, 2012. http://dx.doi.org/10.2139/ssrn.2184645.

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27

Škrbić, Stevo. "THE ROLE OF THE OMBUDSMAN FOR THE PROTECTION OF BANK CLIENTS IN THE ECONOMIC SYSTEM OF THE REPUBLIC OF SRPSKA." EMC Review - Časopis za ekonomiju - APEIRON 25, no. 1 (2023). http://dx.doi.org/10.7251/emc2301271s.

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The ombudsman for the protection of bank clients, as one of the main bearers of the protection of consumer rights, provides the opportunity for disputes, arising between institutions of the banking system and users of financial services, to be resolved in a fair and relatively quick way, where independent persons appear as mediators, with minimal formalities during conciliation, mediation or dispute resolution in another way. The ombudsman for the banking system of the Republic of Srpska, Srpska acts on the submitted complaint and mediates in the peaceful resolution of disputes between users a

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28

Shujat, Sobia. "IMPACT OF WORK LIFE BALANCE ON EMPLOYEE JOB SATISFACTION IN PRIVATE BANKING SECTOR OF KARACHI." IBT Journal of Business Studies 7, no. 2 (2011). http://dx.doi.org/10.46745/ilma.jbs.2011.07.02.02.

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In recent times the issues of good governance have received wide attention from the policymakers, researchers and the international donor agencies. The existence of the Ombudsman promotes good governance around the world by ensuring administrative accountability and transparency. The necessity for the office of Ombudsman has been felt in Bangladesh ever since its independence. Our constitution makers incorporated provision for Ombudsman in article 77 of the constitution of 1972. In 1980, the parliament in Bangladesh passed the Ombudsman Act in pursuance of article 77 of the constitution. The o

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29

"PROTECTING THE RIGHTS AND INTERESTS OF CONSUMERS OF NON-BANKING FINANCIAL SERVICES: IS AN ALTERNATIVE COURT POSSIBLE?" Access to Justice in Eastern Europe 5, no. 3 (2022): 239–48. http://dx.doi.org/10.33327/ajee-18-5.2-n000328.

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This article considers the existing methods of protecting the rights and legitimate interests of consumers of non-banking financial services. Based on the current EU legislation, it is proposed to create the institution of a financial ombudsman as one of the possible alternative ways to protect the rights and interests of the relevant entities. It is emphasised that the financial ombudsman should be at the level of a state body in order to ensure the reliable protection of investors and consumers of financial services and faster response and resolution of problematic situations in disputes of

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30

Ghosh, Devdeep. "A Functional Understanding of the Banking Ombudsman in India." SSRN Electronic Journal, 2012. http://dx.doi.org/10.2139/ssrn.2275573.

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31

Rajdeep, Singh. "PERFORMANCE REVIEW OF BANKING OMBUDSMAN SCHEME: AN EFFECTIVE TOOL TO EMPOWER BANK’S CUSTOMERS." June 30, 2016. https://doi.org/10.5281/zenodo.56629.

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<strong><em>The purpose of introducing the New Economic Policy 1991 was to bring in increased effectiveness and efficiency in the service quality by bringing about more privatization and globalization. The introduction of the New Economic Policy led to an increase in the number of service providers in different sectors including the banking sector. Therefore there was enhanced need of safeguarding the interests of the customers in this sector. In order to ensure proper and high quality and proper service quality to banking customers a major initiative was undertaken by the RBI in the year 1995

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32

-, Upender Sethi. "Consumer Protection in Banking Sector: With Special Reference to Ombudsman Scheme." International Journal For Multidisciplinary Research 5, no. 1 (2023). http://dx.doi.org/10.36948/ijfmr.2023.v05i01.1716.

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Consumer protection act which takes care of consumer's rights. This act covers various sectors. One of these sectors is a banking sector. As per act in banking sector consumer is a person who avails or hires a service for consideration. So any person who owns an account in the bank or takes a service from bank becomes its customer and he can file a complaint for deficiency or regarding unfair practices by the banks. The bank is liable for deficiency in service for inordinate delays in providing banking services and the customer of the bank is entitled to claim compensation for the loss and the

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33

Harinakshi, Suvarna, and Narayan Kayarkatte Dr. "A CRITICAL REVIEW OF PERFORMANCE OF BANKING OMBUDSMAN SCHEME IN INDIA." November 16, 2020. https://doi.org/10.5281/zenodo.5119039.

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34

"Qualitative Analysis of Consumer Redressal Practices in Indian Regulated Sectors." Regular 9, no. 4 (2020): 361–70. http://dx.doi.org/10.35940/ijrte.d4987.119420.

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This paper aims to study and analyseconsumer complaint resolution mechanisms and ombudsman frameworks in three Indian regulated sectors and tries to compare it with that of telecom sector. Here an analysis of regulatory data is carried out. The paper is both theoretical and analytical in nature.This research sheds light on complaint resolution frameworks in Indian regulated sectors such as “Banking, Insurance, Electricity and telecom. Role of Ombudsman and alternates dispute resolution mechanism in the sector is also studied. It is necessary for Ombudsman to perform its duties and responsibili

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35

Dr., Divya Nigam. "CUSTOMERISATION OF BANKING SERVICES IN INDIA." December 29, 2021. https://doi.org/10.5281/zenodo.6973680.

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Biggest problem plaguing organizations across the globe in bruising and discontinuous environment unleashed by policy of liberalization and globalization by governments around the world is how to cope with rapidly changing business milieu and complex competitive challenges so as to ensure their sustained success. In such an environment being better or bigger is not good enough. In fiercely competitive environment, a bank, being service organization, needs to be resilient to constantly seek how the environment is changing and how things could be different tomorrow. It must be capable to reinven

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36

Raj, Shubhkrit. "EVALUATING BANKING OMBUDSMAN SCHEME AS AN EFFECTIVE CUSTOMER GRIEVANCE REDRESSAL MECHANISM FOR THE CUSTOMERS OF BANKS OPERATED IN INDIA." SSRN Electronic Journal, 2024. https://doi.org/10.2139/ssrn.5019857.

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37

Gupta, Rupali, Babita Kumar, and Gagandeep Banga. "Complaint Redressal System of Banks: Comparison of Customers and Bankers Perception." Journal of Economics, Management and Trade, December 22, 2020, 58–67. http://dx.doi.org/10.9734/jemt/2020/v26i1030298.

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The paper attempts to analyze and compare customers’ and bankers perception and behaviour towards complaint redressal system of banks. The study was conducted in three most populated districts (Amritsar, Ludhiana and Jalandhar) of Punjab, India. From each district 3 public (SBI, PNB and Punjab and Sind Bank) and 3 private sector banks (HDFC Bank, Axis Bank and ICICI Bank) having maximum number of branches were chosen. From each bank, one branch operating in rural and one in urban area was selected randomly. Hence, a total of 36 branches were contacted. From each branch 20 customers and 2-3 off

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38

Ramsay, Ian, and Miranda Webster. "The Evolution and Consolidation of External Dispute Resolution Schemes in the Financial Sector: From the Banking Ombudsman to the Australian Financial Complaints Authority." SSRN Electronic Journal, 2019. http://dx.doi.org/10.2139/ssrn.3490354.

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39

Chhabra Roy, Neha, and Sreeleakha Prabhakaran. "Internal-led cyber frauds in Indian banks: an effective machine learning–based defense system to fraud detection, prioritization and prevention." Aslib Journal of Information Management, August 12, 2022. http://dx.doi.org/10.1108/ajim-11-2021-0339.

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PurposeThe study aims to overview the different types of internal-led cyber fraud that have gained mainstream attention in recent major-value fraud events involving prominent Indian banks. The authors attempted to identify and classify cyber frauds and its drivers and correlate them for optimal mitigation planning.Design/methodology/approachThe methodology opted for the identification and classification is through a detailed literature review and focus group discussion with risk and vigilance officers and cyber cell experts. The authors assessed the future of cyber fraud in the Indian banking

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40

Malyadri, Pacha, and S. Sirisha. "Success of banking ombudsmen scheme: Myth or reality." International Journal of Research Studies in Management 1, no. 1 (2012). http://dx.doi.org/10.5861/ijrsm.2012.v1i1.21.

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Bundschuh, Karl Dietrich. "Erfahrungen mit dem Ombudsmannverfahren der Banken." Zeitschrift für Bankrecht und Bankwirtschaft 10, no. 1 (1998). http://dx.doi.org/10.15375/zbb-1998-0102.

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Der Verfasser stellt die Grundzüge des am 1.Juli 1992 eingeführten Schlichtungsverfahrens der privaten Banken und der Hypothekenbanken dar und berichtet über seine Erfahrungen als Ombudsmann mit diesem Verfahre

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