Banking Ombudsman (RBI) Complaint 2026

Reviewed on: 2026-06-19.

On 12 November 2021, the Reserve Bank of India (RBI) merged its three earlier ombudsman schemes into one: the Reserve Bank - Integrated Ombudsman Scheme, 2021 (RB-IOS, 2021). The three earlier schemes were:

• Banking Ombudsman Scheme, 2006
• Ombudsman Scheme for Non-Banking Financial Companies, 2018
• Ombudsman Scheme for Digital Transactions, 2019

The unified scheme covers all commercial banks, most co-operative banks, Non-Banking Financial Companies (NBFCs), Payment System Participants (PSPs), and Credit Information Companies. Its “One Nation One Ombudsman” model means you do not need to approach any specific regional office. File from anywhere in India.

The scheme is completely free for the complainant and covers any “deficiency in service” by a regulated entity.

Any customer of an RBI-regulated entity (bank, NBFC, payment system participant, or credit information company) can file a complaint if:

• You first raised the grievance with the bank in writing (email counts).
• The bank did not reply within 30 days of receiving your complaint, OR
• The bank replied but rejected your complaint fully or partly, OR
• You are not satisfied with the bank's resolution.

You must file with the Ombudsman within one year of receiving the bank's reply. If no reply came, file within one year and 30 days from the date you wrote to the bank.

The following are non-maintainable under RB-IOS, 2021:

• Complaints filed directly with the Ombudsman without first writing to the bank.
• Complaints where 30 days have not yet passed since you wrote to the bank (except in specific urgent cases).
• Complaints already decided by an Ombudsman or a court.
• Complaints about RBI's own actions or policies (write to [email protected] for those).
• Complaints about matters that are sub-judice (pending in court).
• Complaints where the compensation sought exceeds Rs 20 lakh.
• Suggestions, requests for guidance, or requests for explanation.

Step 1: Write to your bank first

Send a written complaint (letter or email) to your bank's grievance redressal cell. Note the date. Keep a copy. The bank must reply within 30 days.

Step 2: Wait for the 30-day period

If the bank does not reply within 30 days, or if the reply does not resolve your issue, you may proceed to the Ombudsman.

Step 3: File on the CMS portal

Go to cms.rbi.org.in (the RBI Complaint Management System). The portal is available 24×7. You will need:

1. Your name, address, and contact details.
2. Name and address of the bank branch or entity.
3. A clear description of the complaint and what relief you seek.
4. Supporting documents (bank statements, emails, letters).

After you submit, the portal gives an automatic acknowledgement and a complaint reference number. You can track your complaint in real time on the same portal.

Step 4: Physical or email route (alternative)

If you cannot use the portal, send a written complaint to:

Centralised Receipt and Processing Centre (CRPC)
4th Floor, Reserve Bank of India
Sector-17, Central Vista
Chandigarh

Or email: [email protected]

Step 5: Ombudsman process

The Ombudsman first tries conciliation between you and the bank. If no settlement is reached, the Ombudsman can pass an Award directing the bank to act. Awards are binding on the bank once you accept.

Both figures are verified from the official RBI FAQ (January 2026 update).

The RBI Contact Centre at Toll-Free 14448 is available:

• IVRS (Interactive Voice Response): 24 hours, 7 days a week
• Live agent: 8:00 AM to 10:00 PM, Monday to Saturday (except national holidays)
• Languages: English, Hindi, and ten regional languages: Assamese, Bengali, Gujarati, Kannada, Malayalam, Marathi, Odia, Punjabi, Tamil, Telugu

Note: You cannot file a complaint through 14448. The contact centre helps you understand the process, assists with filing on the CMS portal, and lets you check complaint status.

If you are unhappy with the Ombudsman's decision, you can appeal to the Appellate Authority, an Executive Director of RBI at the Consumer Education and Protection Department.

• File the appeal within 30 days of receiving the Ombudsman's decision.
• Appeal online on the CMS portal for a closed complaint, or email: [email protected]
• Physical address: Appellate Authority, Reserve Bank - Integrated Ombudsman Scheme, 2021, Consumer Education and Protection Department, Reserve Bank of India, First Floor, Amar Building, Fort, Mumbai 400 001.

Note: Not all decisions are appealable. Awards passed on grounds of “no deficiency in service” or where compensation sought was beyond the Ombudsman's power are not appealable by the complainant.

The CMS portal at cms.rbi.org.in is currently under scheduled maintenance from 8:00 PM on 19 June 2026 to 6:00 PM on 21 June 2026. During this period, use the physical or email route ([email protected]) or call 14448 for assistance.

If your complaint does not involve a bank, see:

• Insurance Ombudsman complaint for disputes with your insurer
• CPGRAMS complaint for grievances against central government departments
• Recover money lost to bank fraud for unauthorised transactions
• OTP bank scam complaint if you were tricked into sharing your OTP
• Check cybercrime complaint status to track a cybercrime report

No. The RB-IOS, 2021 is designed to be used directly by customers. The process is free and no legal representation is required. You can file online, by post, or with help from the 14448 contact centre.

Yes. The CMS portal at cms.rbi.org.in covers banks, NBFCs registered with RBI, and payment system participants including UPI apps and prepaid payment instrument issuers regulated by RBI.

If the bank does not reply within 30 days of receiving your written complaint, you may file with the Ombudsman immediately. You do not need to wait any longer than 30 days.

No. Filing is completely free for the complainant at every stage: filing, conciliation, and appeal.

Yes. The RB-IOS, 2021 does not bar you from going to court. If you are not satisfied with the Ombudsman's decision, you may pursue remedies available under law, including approaching a consumer forum or civil court.

Yes, if your co-operative bank is scheduled or has deposits above Rs 50 crore, it is covered under RB-IOS, 2021. Non-scheduled co-operative banks below the Rs 50 crore threshold are not covered; approach the state-level Registrar of Co-operative Societies instead.

The Scheme does not fix a statutory timeframe. The Ombudsman tries conciliation first, and many complaints are closed within a few weeks. Complex cases involving an Award may take longer. You can track your complaint in real time on the CMS portal.

File an RTI to: the Reserve Bank of India (a public authority) to get procedural records on your complaint.

You may ask for:

• The current status and file number of your complaint.
• Whether the bank filed its response and what it said.
• The grounds on which the complaint was closed or the Award was passed.
• The name and designation of the Ombudsman who handled your case.
• Statistics on complaints against your bank (aggregate, non-personal data).

→ Use our free AI RTI Drafter to generate a complete Section 6(1) application.

• Reserve Bank of India, RB-IOS 2021 FAQ (updated 07 January 2025): https://www.rbi.org.in/Scripts/FAQDisplay.aspx?Id=153
• RBI Complaints portal: https://www.rbi.org.in/Scripts/Complaints.aspx
• RBI CMS portal (verify availability at time of use): https://cms.rbi.org.in
• Reserve Bank - Integrated Ombudsman Scheme 2021 (with amendments dated 05-08-2022): https://rbidocs.rbi.org.in/rdocs/content/pdfs/RBIOS2021_amendments05082022.pdf
• Addresses of RBI Ombudsmen: https://rbi.org.in/Scripts/AboutUsDisplay.aspx?pg=BankingOmbudsmen.htm

By Dr. Shrawan Kumar Pathak