Delhi Consumer Forum Directs Union Bank to Pay ₹47 Lakh Compensation

The Delhi State Consumer Disputes Redressal Commission recently directed Union Bank of India to compensate Monica Marwah for misappropriated jewellery worth ₹47 lakh from a locker at its Naraina Vihar branch in Delhi, finding the bank failed to prove the locker was surrendered or its contents returned. The Commission, comprising President Justice Sangita Dhingra Sehgal and Member Bimla Kumari, explicitly stated that the bank provided no receipt for the items at the time of the alleged surrender, making it clear that the complainant's belongings were misappropriated and she had never surrendered the facility. This ruling stems from a complaint filed by Monica Marwah after she was informed in 2018 that a joint locker, maintained with her deceased father-in-law since 1998, had been surrendered in 2015, a claim she disputed, alleging missing jewellery.

This decision carries significant legal weight for financial institutions and consumers alike, underscoring the stringent liability banks face for the security of customer assets held in lockers. For practitioners, it highlights the critical importance of meticulous record-keeping, clear communication protocols, and robust evidentiary standards required from banks when dealing with locker operations, especially concerning surrender or transfer. The ruling reinforces the principle that the burden of proof lies heavily on the bank to demonstrate due diligence and proper procedure when a customer alleges misappropriation or unauthorized access to their locker contents. It also serves as a powerful precedent for consumers seeking redress against service deficiencies by banks under the Consumer Protection Act.

The legal context for this case is rooted in the Consumer Protection Act, which empowers consumer forums to adjudicate disputes arising from deficiencies in services, including those provided by banks. The Commission's finding of a