The loss of important documents constitutes negligence, entitling consumers to make a claim for deficiency in service. Even though certified copies are valid, consumers should be compensated It is a usual practice that banks retain the title deed as security for loans advanced. There are quite a few instances when years later, after the loan is fully repaid, the bank finds itself unable to return the title deeds as these have been lost. The consumer is, thus, left without the title deeds to establish his ownership rights. Here is a case of Leenata Dhamankar, who successfully fought against the negligence of the mighty State Bank of India ( SBI). Dhamankar had taken a housing loan in 2000 for purchasing two flats in a society in Chembur, Mumbai. The title documents were deposited with SBI as collateral security, and had to be returned upon repayment of the loan. Considering the value of the flat, Dhamankar was also sanctioned an education loan in 2003 against the same title docume