By Admin 
Giving an important order on Thursday (November 27, 2025), the Delhi High Court said that the Reserve Bank of India and all banks will have to strengthen the process of customer complaint handling so that people can be saved from unnecessary troubles. Justice Prabha M. Singh said that it is the responsibility of banks, financial institutions and regulators to create such systems that frauds are stopped, strict action is taken against the culprits and innocent customers do not have to face false bills, threatening messages or constant calls.
Complete investigation of customer’s complaint – Delhi High Court
Delhi High Court directed RBI not to reject complaints only on the basis of machine based process. If a customer makes a mistake while filing a complaint, he should be given a chance to correct it. The court said that many times, due to the Ombudsman rejecting the complaints without any human intervention, people are forced to file cases in consumer forums, civil courts and the High Court. The court also said that if necessary, trained legal experts like retired judges or experienced lawyers should be included in the Ombudsman office so that complaints are not dismissed due to small mistakes.
Delhi High Court RBI Ordered to issue instructions to all banks
Delhi High Court directed that RBI should issue orders to all banks to post a simple flow chart on their websites, explaining how customers can raise complaints to customer care, branch manager and nodal officer.
Delhi High Court took action on lawyer’s complaint
This order of the Delhi High Court came during the hearing on a case in which a lawyer named Sarwar Raza was harassed for making payment for a credit card transaction which he had never done. Later the bank returned his amount of Rs 76,777, but as soon as the complaint was closed, interest and penalty were added to it.
The court said that the bank will no longer charge them any late fees or interest and their CIBIL score will also not be harmed. Also, for harassing the customer, the bank has been ordered to pay compensation of Rs 1 lakh, which will have to be paid by January 15, 2026.
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