Letter to BS: Increasing number of internal ombudsmen, their independence

This refers to “More autonomy for internal ombudsman" (August 2). The Reserve Bank of India (RBI) has been right in increasing the number of internal ombudsmen (IO) and their independence. The whole objective of setting up IO in banks was to ensure that most of the customer complaints were resolved at the banks itself by independent authorities set up exclusively in these institutions. Somehow this has not worked in many banks. The number of complaints being made to the RBI appointed banking ombudsmen is fast increasing. It was about 130,000 for the year ending June 2017. In many public sector