The Reserve Bank of India (RBI) has introduced a revised Integrated Ombudsman Scheme, 2026, which came into effect on July 1.
The new rules are designed to make customer complaints against banks and other financial institutions faster, simpler, and more transparent.
The updated framework includes a shorter deadline for filing complaints, higher compensation in eligible cases, and a simplified appeal process.
If you have a complaint related to a bank, digital payment, NBFC, or credit information company, here are the five important rules you should know.
You Must First Complain to Your Bank
You cannot file a complaint directly with the RBI Ombudsman.
Before approaching the RBI, you must first raise your complaint with the concerned bank, NBFC, payment service provider, or any other RBI-regulated financial institution.
If the institution does not resolve your issue within the prescribed time or you are not satisfied with its response, only then can you approach the RBI Ombudsman.
Complaints filed without first contacting the concerned institution may be rejected.
New 90-Day Deadline to File a Complaint
The RBI has reduced the time limit for filing complaints under the revised scheme.
Customers must now approach the RBI Ombudsman within 90 days of receiving the final response from the bank or after the response period expires if no reply is received.
Missing this deadline could result in your complaint not being accepted.
Higher Compensation for Eligible Customers
The revised rules also increase the compensation that can be awarded if the Ombudsman finds a deficiency in service.
Eligible customers may receive:
Up to ₹30 lakh for financial losses caused by the service issue.
Up to ₹3 lakh for harassment, mental anguish, loss of time, and related expenses.
The final compensation will depend on the facts of each individual case.
Use the RBI’s CMS Portal for Faster Processing
The RBI allows complaints to be submitted online, by email, or through post.
However, it recommends using the Complaint Management System (CMS) portal.
The CMS portal provides instant acknowledgement, allows customers to track their complaints, and generally speeds up the processing of cases.
Customers should also attach copies of the complaint submitted to the bank and the bank’s response, if available.
You Can Appeal the Ombudsman’s Decision
If you are not satisfied with the Ombudsman’s decision, you have the right to file an appeal.
The appeal can be submitted to the designated Appellate Authority within the time limit specified under the scheme.
The authority will review the case and decide whether any changes to the order are required.
Which Financial Institutions Are Covered?
The RBI’s Integrated Ombudsman Scheme covers most RBI-regulated financial institutions, including:
Scheduled Commercial Banks
Small Finance Banks
Payments Banks
Eligible NBFCs
Prepaid Payment Instrument (PPI) issuers
Credit Information Companies
Other entities notified by the RBI
The scheme follows the “One Nation, One Ombudsman” approach, which means complaints are handled without considering the customer’s or institution’s location.
How Can You File a Complaint?
Customers can submit complaints through any of the following methods:
RBI’s Complaint Management System (CMS) portal
Email to the Centralised Receipt and Processing Centre (CRPC)
Post or courier to the CRPC
The RBI also provides assistance through its toll-free helpline 14448, which supports multiple Indian languages.
The revised Ombudsman Scheme is aimed at making grievance redressal quicker and more customer-friendly.
To avoid delays, customers should first contact their bank, keep all relevant documents safely, and remember the new 90-day deadline before approaching the RBI.
