RBI Ombudsman complaint India — Integrated Ombudsman Scheme 2026: complain to the bank first, 30 days, then cms.rbi.org.in within 90 days (2026)
Step-by-step map when a bank, NBFC, wallet / prepaid card issuer or credit information company does not solve your complaint — wrong charges, failed transactions not reversed, card or net-banking issues, loan or account service problems, CIBIL-type errors. Explains the Reserve Bank – Integrated Ombudsman Scheme, 2026 (in force from 1 July 2026, replacing the 2021 Scheme): complain to the entity first, wait 30 days (or the RBI / NPCI / card-network timeline), then file free on cms.rbi.org.in within 90 days; compensation limits, what is not covered, and the appeal. Educational only — not legal advice; Adhiwakta does not file RBI complaints or deal with banks.
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What changed in 2026
The Reserve Bank – Integrated Ombudsman Scheme, 2026 (RB-IOS 2026) came into force on 1 July 2026 and replaced the RB-IOS 2021. Complaints received before 1 July 2026, appeals from decisions under the 2021 Scheme and execution of awards under it continue under the 2021 Scheme. The most important practical change for customers: the time to approach the RBI Ombudsman is now 90 days (see Step 3), so do not wait.
Who is covered
According to RBI’s FAQs, the Scheme covers commercial banks, Regional Rural Banks, State and Central Co-operative Banks, Scheduled Primary (Urban) Co-operative Banks and non-scheduled urban co-operative banks with deposits of ₹50 crore and above; most RBI-registered NBFCs that accept deposits or have customer interface with assets of ₹100 crore and above (some categories such as Housing Finance Companies are excluded); non-bank prepaid payment instrument (wallet / prepaid card) issuers; and Credit Information Companies. A complaint against an entity outside these categories is not maintainable under the Scheme.
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Write in Hindi or English · general guidance, not legal advice
Step 1 — complain to the bank / entity in writing
You must first complain to the bank or entity itself and keep proof — the complaint number, email, or acknowledged letter. Use its grievance portal, branch, or the nodal / principal nodal officer listed on its website. State your account or card number (masked), transaction dates and IDs, amounts, what went wrong and what you want (reversal, refund, correction, compensation). Never share OTP, PIN, CVV or passwords with anyone, including people claiming to be from the bank or RBI.
Step 2 — wait for the reply (30 days or the specified timeline)
You can approach the RBI Ombudsman if you get no reply within 30 days of the entity receiving your complaint — or within the longer time specified by RBI, NPCI or card-network rules for that type of transaction, whichever is higher — or earlier, if the entity has replied and you are not satisfied. A complaint filed before this period ends (without a reply) is not maintainable.
Step 3 — file with the RBI Ombudsman within 90 days
Under RB-IOS 2026, the complaint must reach the RBI Ombudsman within 90 days from the date the above timeline expires or the date of the entity’s last communication, whichever is later. Your original complaint to the entity must also have been made within the limitation period under the Limitation Act, 1963. File online at cms.rbi.org.in (Hindi or English), by email to crpc@rbi.org.in, or by post to the Centralised Receipt and Processing Centre, Reserve Bank of India, Central Vista, Sector 17, Chandigarh – 160017. The RBI contact centre on toll-free 14448 guides on procedure and status but does not register complaints.
Free — and no agent needed
There is no fee for filing or resolving a complaint. RBI says complainants need not go through any third-party agency or pay anyone. You can complain personally or through an authorised representative, but the representative cannot be an advocate unless the advocate is the aggrieved person. There is one Ombudsman system for the whole country — you do not need to choose a city office.
What the Ombudsman can award
There is no limit on the amount involved in the dispute. For consequential loss the RBI Ombudsman can award compensation up to ₹30 lakh, and additionally up to ₹3 lakh for loss of time, expenses, harassment and mental anguish. The Ombudsman first tries settlement; if not settled and deficiency in service is found, an Award can be passed. If you accept an Award, you send a letter of acceptance to the entity within 30 days of receiving it; the entity must then comply or appeal where permitted.
Not covered — common rejections
RBI lists complaints that are not maintainable, including: not first raised with the entity; filed too early or after 90 days; the same grievance already pending or decided by the Ombudsman, a court, tribunal, arbitrator or other forum (a criminal case or police investigation is not treated as the same grievance); matters of the entity’s commercial judgement (for example, refusing a loan on its own credit assessment); vendor disputes; complaints against management or executives as persons; disputes between employer and employee of the entity; and credit-information grievances that have a remedy under s.18 of the Credit Information Companies (Regulation) Act, 2005. Abusive or incomplete complaints can be closed.
Appeal
An appeal lies only against an Award. A complainant aggrieved by an Award may appeal to the Appellate Authority within 30 days of receiving it; a further period may be allowed for sufficient reason. Other remedies such as a consumer complaint under the Consumer Protection Act, 2019 or a civil suit remain available in law, subject to their own conditions — but the Ombudsman will not take a grievance already pending in or decided by another forum.
Cyber fraud on your account
If money left your account through fraud (UPI, card, net banking), first call 1930 or report on cybercrime.gov.in and inform your bank immediately — reporting speed affects your liability and the chance of freezing the money. A complaint to the bank about the bank’s handling can later go to the RBI Ombudsman under this Scheme.
What this guide is not
It is not a promise that any refund or compensation will be awarded, and not an interpretation of your account terms. RBI rules and timelines change — check the live Scheme and FAQs on rbi.org.in and cms.rbi.org.in before filing.
How Adhiwakta can help
We do not file RBI Ombudsman complaints or talk to banks for you. Adhiwakta is a facilitation platform, not a law firm. We do not file cases, appear before any authority, or promise any result. Use Ask Adhiwakta to describe your situation for general guidance from an independent advocate, or start with the AI helper to organise your facts and papers. Educational only — not formal legal advice.
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Frequently asked questions
- How do I complain against a bank to RBI?
- First complain to the bank in writing and keep proof. If there is no reply in 30 days (or the specified timeline), or you are unhappy with the reply, file free on cms.rbi.org.in, by email to crpc@rbi.org.in, or by post to RBI’s CRPC, Chandigarh — within 90 days under RB-IOS 2026.
- What is the time limit for an RBI Ombudsman complaint?
- Under the Integrated Ombudsman Scheme 2026 (from 1 July 2026), 90 days from the date the bank’s reply timeline expires or its last communication, whichever is later. The earlier one-year window of the 2021 Scheme no longer applies to new complaints.
- How much compensation can the RBI Ombudsman give?
- There is no limit on the disputed amount. For consequential loss the Ombudsman can award up to ₹30 lakh, plus up to ₹3 lakh for loss of time, expenses, harassment and mental anguish.
- Is there any fee, or do I need an agent?
- No fee. RBI says you need not use any third-party agency. You can file yourself or through an authorised representative (not an advocate, unless the advocate is the aggrieved person).
- Does Adhiwakta file RBI complaints?
- No. We do not file complaints or deal with banks. Use Ask Adhiwakta or the AI helper for general educational guidance only.
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