The couple, who bought a New Delhi house in March 2018 with a ₹1.41 crore loan, repaid the bank in early 2021. They then asked for the original title deeds, but the bank never delivered them.
In July 2021, the bank formally admitted it could not locate the deeds, sending a lawyer’s letter, a public notice, a police report and a certified copy of the sale deed to the couple. These documents were meant to show the bank’s attempt to resolve the loss.
Shortly after, on 7 September 2021, the couple filed a complaint with the Banking Ombudsman. The Ombudsman acknowledged the bank’s failure to trace the papers and awarded the couple ₹5 lakh in compensation, while allowing further legal action.
The couple refused the amount as inadequate and escalated the matter to the Delhi State Consumer Disputes Redressal Commission in January 2022. The commission found the bank negligent, noting that the loss of the deed could hinder the couple’s ability to sell or mortgage the property.
Consequently, the commission ordered the bank to pay ₹15 lakh for the lost deed, plus ₹50,000 for legal and financial prejudice. The bank has two months to comply, or face an interest charge of 9 % per annum from the loan repayment date, 3 March 2021.
For the 35‑year‑old mother and her husband, the ordeal meant mounting legal fees and daily anxiety over their home’s title. Their fight has highlighted the need for banks to safeguard client documents more rigorously.