New Delhi: The banking Ombudsman constituted to improve the quality of customer services is proving to be a white elephant. Due to limited rights, complex rules and lack of staff, it is neither providing quality services to the customers nor redressing their complaints.

Such is the situation that the Ombudsman rejects around 80 percent of the complaints. Presently, there are 15 banking Ombudsman working across the country.

The Delhi-based banking Ombudsman claimed to address 10,673 complaints from July 2010-June 2011. Whereas, the fact is that around 79.89 percent (8,527) of complaints were not accepted or dismissed.

Areas like Haryana, Jammu and Kashmir, Ghaziabad and Gautam Budh Nagar fall under the Delhi Banking Ombudsman. There are only 33 employees for such a large region.

Maximum complaints of customer were received against the State Bank of India, ICICI Bank and HDFC Bank during 2010-11, said Banking Ombudsman of New Delhi region.

The number of complaints increased from 5, 712 in 2006-07 to 10,673 in 2010-11 and the number of solved complaints reduced from 3,328 to 2,146.

The Reserve Bank of India has amended the Ombudsman scheme thrice and had issued 10 new working formulae in September.

JPN/Bureau