RBI Integrated Ombudsman Scheme
Free, centralised, and since 1 July 2026, a new version. Here is how the scheme works.
The RBI Ombudsman is a free complaint service for customers of banks, larger NBFCs and some other RBI-regulated firms. If a lender doesn't fix a complaint, the customer can take it to an RBI-appointed Ombudsman, who can settle it or order the lender to act and pay compensation.
The scheme now in force is the Reserve Bank Integrated Ombudsman Scheme, 2026 (RB-IOS 2026). RBI issued it on 16 January 2026 and it took effect on 1 July 2026, replacing the 2021 scheme. Complaints received before that date continue under the 2021 rules.
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How the Scheme Got Here
| Date | Change |
|---|---|
| 12 November 2021 | RB-IOS 2021 merged three schemes: the Banking Ombudsman Scheme 2006, the Ombudsman Scheme for NBFCs 2018 and the Ombudsman Scheme for Digital Transactions 2019. 'One Nation One Ombudsman'. |
| 1 September 2022 | Credit Information Companies (such as credit bureaus) brought under the scheme. |
| 1 July 2026 | RB-IOS 2026 replaces RB-IOS 2021. |
Who It Covers
- check_circleAll 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.
- check_circleNBFCs that take deposits, or that deal with customers and have assets of ₹100 crore or more. Housing finance companies and some specialist NBFCs are excluded.
- check_circleNon-bank prepaid payment instrument issuers (wallets) and credit information companies.
Filing a Complaint
- 1
Complain to the lender first
The Ombudsman will not take a complaint unless you first complained to the regulated entity and can show proof.
- 2
Wait for the reply, or 30 days
You can go to the Ombudsman if the lender rejects your complaint, you're unhappy with the reply, or there's no reply within 30 days (or a longer period if RBI, NPCI or card network rules allow one).
- 3
File within 90 days
File within 90 days from the date the reply period ends or from the lender's last communication, whichever is later.
- 4
Use the right channel
Online through RBI's Complaint Management System portal, by email, or by post to RBI's Centralised Receipt and Processing Centre in Chandigarh. No fee is charged. You can file yourself or through an authorised representative, but not through an advocate unless the advocate is the aggrieved person.
- 5
Track it
You get a complaint number. Track it online, or call RBI's toll-free number 14448 for status and guidance. Complaints cannot be filed over the phone.
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What the Ombudsman Can Do
- Settlement
- The Ombudsman helps both sides agree, through facilitation or conciliation.
- Award
- If there's no settlement and the Ombudsman finds deficiency in service, it can order the lender to act and pay compensation: up to ₹30 lakh for consequential loss, plus up to ₹3 lakh for lost time, expenses, harassment or mental anguish.
- Rejection
- If there's no deficiency in service, or the complaint falls outside the scheme, it is rejected with reasons.
- Appeal
- Only an award can be appealed, to the Appellate Authority, within 30 days. A further 30 days may be allowed for good reason.
Complaints It Won't Take
- check_circleComplaints not first raised with the lender, or filed before the 30-day reply period ends.
- check_circleMatters already pending or decided in a court, tribunal or arbitration, or already dealt with by the Ombudsman.
- check_circleMatters of the lender's commercial judgment or decision.
- check_circleAbusive, frivolous or vexatious complaints.
How the DRA Exam Tests This
IIBF's syllabus names the 'Integrated Banking Ombudsman Scheme' in Module C. Expect questions on the order (lender first), the time limits (30 days to wait, 90 days to file), the cost (free) and the compensation ceilings. RBI issued the 2026 scheme before IIBF's 30 June 2026 cut-off, so it is in scope for exams held from September 2026. Study material written before 2026 describes the 2021 scheme, so check figures against the 2026 version.
A common trap: options saying the Ombudsman can hear a complaint straight away without approaching the lender, or that a lawyer can file on your behalf. Both are wrong.
FAQs
How do I complain to the RBI Ombudsman?expand_more
Complain to the bank or NBFC first. If it rejects your complaint or doesn't reply in 30 days, file with the RBI Ombudsman online through RBI's Complaint Management System, by email or by post, within 90 days.
Is there a fee to complain to the RBI Ombudsman?expand_more
No. Filing and resolving complaints under the scheme is free.
How much compensation can the RBI Ombudsman give?expand_more
Under RB-IOS 2026, up to ₹30 lakh for consequential loss, plus up to ₹3 lakh for lost time, expenses, harassment or mental anguish.
Can I complain to the RBI Ombudsman about a recovery agent?expand_more
Yes, as a complaint about the lender, since the lender is responsible for its recovery agents. Complain to the lender first and wait 30 days, or until it replies.
Next steps
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