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Banking & payments

Complaining against your bank to the RBI Ombudsman

The Reserve Bank – Integrated Ombudsman Scheme, 2026 is a free way to escalate complaints about banks, many NBFCs and payment providers. Here is how it works.

Reviewed by AnjaliUpdated 6 min read

In short

  • The Reserve Bank – Integrated Ombudsman Scheme, 2026 (RB-IOS 2026) took effect on 1 July 2026, replacing the 2021 Scheme.
  • It covers complaints about "deficiency in service" by banks, many NBFCs, non-bank prepaid payment instrument (wallet) issuers and credit information companies.
  • A complaint must go to the bank or company first. The Ombudsman can be approached if it doesn't reply within 30 days, or if you're unhappy with its reply.
  • The Ombudsman complaint must be filed within 90 days after that. Filing is free and can be done online at cms.rbi.org.in (opens in new tab).
  • Some matters can't be taken to the Ombudsman, such as a bank's commercial decisions or disputes already before a court.

Reviewed by

  • Approved ·

    Practises civil and consumer law

    Reviewed this guide for accuracy against the sources listed below.

02What the law says

The RB-IOS 2026 is an RBI scheme for resolving customer complaints against regulated entities. A complaint can be made when an act or omission by the entity results in a "deficiency in service", meaning a shortcoming or inadequacy in a service it is required to provide. There doesn't need to be a financial loss.

The Scheme covers commercial banks, regional rural banks, state and central co-operative banks, scheduled urban co-operative banks, and non-scheduled urban co-operative banks with deposits of ₹50 crore or more. It also covers NBFCs that take deposits or have a customer interface with assets of ₹100 crore or more (with some exclusions, such as housing finance companies), non-bank wallet issuers, and credit information companies.

There is no limit on the amount in dispute. The Ombudsman can award compensation of up to ₹30 lakh for consequential loss, and up to ₹3 lakh for loss of time, expenses, harassment or mental anguish.

The Ombudsman first tries to settle the complaint through facilitation or conciliation. If that fails, it can pass an award after hearing both sides. Complaints received before 1 July 2026 continue under the 2021 Scheme.

03Where you can go

  1. The bank or company. A written complaint first, through its grievance channels. Proof of the complaint is usually kept.
  2. RBI Ombudsman, online. File at cms.rbi.org.in (opens in new tab).
  3. By email or post. Email crpc@rbi.org.in, or post a signed complaint form to the Centralised Receipt and Processing Centre, Reserve Bank of India, Central Vista, Sector 17, Chandigarh – 160017.
  4. RBI Contact Centre, 14448. For guidance and complaint status only. It can't take complaints.
  5. Appellate Authority. An appeal against an Ombudsman's award goes to the RBI Executive Director in charge of the Consumer Education and Protection Department.

04How it usually works

  1. 01

    The customer complains to the bank or company and keeps the complaint number or acknowledgement.

  2. 02

    If there is no reply within 30 days (or a longer period set by RBI, NPCI or card network rules), or the customer is unhappy with the reply, a complaint can be filed with the Ombudsman within 90 days.

  3. 03

    The complaint is checked to see if it can go ahead. Complaints that fall outside the Scheme are rejected at the start.

  4. 04

    The Ombudsman tries to settle the matter through facilitation or conciliation. Meetings may be in person or online.

  5. 05

    If it isn't settled, the Ombudsman can pass an award or reject the complaint.

  6. 06

    A complainant who accepts an award sends a letter of acceptance to the entity within 30 days. Either side can appeal an award within the time the Scheme allows.

05Time limits

  • 30 days: for the entity to reply before you can go to the Ombudsman (or a longer period set by RBI, NPCI or card network rules, whichever is higher).
  • 90 days: to file with the Ombudsman after that period ends, or from the entity's last reply, whichever is later.
  • Limitation Act: your original complaint to the entity must be made within the time allowed under the Limitation Act, 1963.
  • 30 days: to accept an award, or to appeal it. The Appellate Authority can allow up to 30 more days for sufficient reason.

06Documents to gather

  • Copy of your complaint to the bank or company, and proof it was received
  • The entity's reply, if any
  • Account statements, transaction IDs, loan or card documents as relevant
  • Emails, letters, SMS and call records
  • A short timeline of events, and what you are asking for

07Common questions

The Scheme excludes a bank's commercial decisions (such as whether to give a loan), vendor disputes, complaints against management or staff personally, actions taken on a court or law-enforcement order, services outside RBI's regulation, and employer–employee disputes. It also excludes grievances already pending or decided before a court, tribunal or arbitrator, or already dealt with by an Ombudsman.

No. You can file yourself, and there is no fee. You can authorise a representative in writing, but under the Scheme an advocate can't act as your representative unless they are the aggrieved person.

Yes, this is a common type of complaint, as long as it meets the Scheme's conditions.

The Scheme allows an appeal against an award to the Appellate Authority within 30 days. Other legal routes, such as a consumer commission or court, may also exist.

08Questions to ask an advocate

If you speak to an advocate, these questions can help make the conversation useful.

  • Is my grievance covered by the Scheme, or does it fall under an exclusion?
  • Am I within the 90-day window and the Limitation Act period?
  • Is the Ombudsman, a consumer commission or a civil court the better route for my facts?
  • Should I appeal the award, and what are my options if my complaint was rejected?

09Sources

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This guide is general legal information for India, not legal advice. Laws and procedures change and can differ by state. For advice on your situation, speak to a qualified advocate.

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