Last updated: November 2026. The Reserve Bank – Integrated Ombudsman Scheme, 2026 (RB-IOS 2026) came into force on 1 July 2026 and replaced the 2021 scheme. Complaints filed before that date continue under the old scheme. Filing a complaint with the RBI Ombudsman is free and does not need a lawyer.
Unauthorised charges, a failed transaction that was never refunded, a loan closure certificate that never arrives, a credit card being billed after you closed it — almost everyone has had a dispute with a bank at some point. Most are fixed with a phone call. But when the bank ignores you or gives an unfair reply, many customers simply give up.
You do not have to. The Reserve Bank of India runs a free ombudsman service that can order a bank to fix the problem and pay compensation. This guide explains, step by step, how to use it — and how to write a complaint that actually gets results.
Step 1: Complain to the bank first (this is mandatory)
The RBI Ombudsman will not accept your complaint unless you have first given the bank a chance to fix it. So start here, and do it in writing so you have proof:
- Register a complaint through the bank’s official channels: the grievance section of its website or app, its official email, or a written letter at your branch. Phone complaints are fine, but follow up in writing.
- Get a complaint reference number and note the date. This date starts the 30-day clock.
- Escalate inside the bank if the first reply is unhelpful. Every bank publishes the contact details of its grievance redressal officer, nodal officer and principal nodal officer on its website. Many banks also have an internal ombudsman who reviews rejected complaints.
Tip: Keep everything — screenshots, emails, SMS alerts, bank statements, the bank’s replies and your complaint reference numbers. The ombudsman decides on the basis of documents, so a clear paper trail is your strongest asset.
Step 2: Check that you can go to the RBI Ombudsman
You can file a complaint under RB-IOS 2026 when either of these is true:
- The bank has not replied within 30 days of receiving your complaint, or
- The bank rejected your complaint, or you are not satisfied with its reply.
According to reports on the new scheme, you should file within 90 days of the bank’s final reply (or of the 30-day response deadline expiring). Do not wait — late complaints can be rejected.
Which institutions are covered?
- All commercial banks (public, private, foreign, small finance and payments banks)
- NBFCs with assets of ₹100 crore and above
- Non-bank prepaid payment instrument (wallet) issuers
- Credit information companies (credit bureaus)
Complaints the ombudsman will not take
- A bank’s commercial decisions — for example, refusing to give you a loan or setting a particular interest rate within the rules.
- Matters already pending in a court, consumer forum or tribunal, or already decided there.
- Employer–employee disputes between a bank and its staff.
- Services not regulated by RBI — such as insurance policies or mutual funds sold by the bank. Insurance complaints go to the Insurance Ombudsman, and investment complaints go to SEBI’s SCORES platform.
Common problems you can complain about
| Problem | Example |
|---|---|
| Failed transaction not refunded | ATM debited your account but gave no cash; UPI debit without credit to the receiver |
| Unauthorised transactions | Fraud reported on time but the bank refuses to reverse it |
| Hidden or wrong charges | Charges not disclosed, minimum-balance penalties applied wrongly |
| Loan issues | No-objection certificate or property papers not returned after loan closure; prepayment penalty charged against rules |
| Credit card problems | Card issued without consent, billing after closure, wrong late fees |
| Credit report errors | A closed loan still shows as active on your credit report |
| Poor service | Pension delayed, cheque not credited, deposit not repaid on maturity |
If your issue is a fraud on UPI or net banking, file the complaint with the 1930 cyber-crime helpline first — speed matters more than anything. Our UPI fraud guide explains what to do in the first hour and what RBI rules say about your liability.
Step 3: File your complaint on cms.rbi.org.in
The easiest way is RBI’s Complaint Management System (CMS):
- Go to cms.rbi.org.in and click File a Complaint.
- Verify your mobile number with an OTP.
- Select the type of institution and the name of the bank.
- Enter your account or card details (only what the form asks for — never your PIN, CVV or passwords).
- Choose the complaint category and describe what happened.
- Enter the date you complained to the bank and its reply, if any.
- Upload supporting documents (PDF or image).
- State the relief you want — refund, reversal of charges, correction of records, compensation.
- Submit and save the complaint number. You can track the status on the same portal.
You can also email your complaint to crpc@rbi.org.in, or post a physical complaint to RBI’s Centralised Receipt and Processing Centre (CRPC) in Chandigarh. Check the CMS portal for the latest address and any downloadable complaint form.
How to write a complaint that gets results
The person reading your complaint handles many each day. Make it easy for them:
- Start with one line that sums it up: “₹18,500 debited from my account on 12 September 2026 through an ATM that dispensed no cash; the bank has not refunded it.”
- Give a short timeline with dates — transaction, your complaint, each reply.
- Quote the bank’s reply and explain why it is wrong.
- Mention the relevant RBI rule if you know it (for example, RBI’s rules on turnaround time for failed transactions or on customer liability in unauthorised transactions).
- Be specific about what you want and stay factual and polite. Emotional language does not help your case.
What happens after you file
- Screening: complaints are first checked centrally to see whether they fall under the scheme.
- Bank’s response: the ombudsman’s office sends your complaint to the bank and asks for its side.
- Settlement or conciliation: many complaints are settled at this stage, once the bank knows the regulator is watching.
- Award: if there is no settlement, the ombudsman can pass an award directing the bank to pay or act.
- Your acceptance: you must accept the award, reportedly within 30 days, for it to become binding on the bank.
How much compensation can you get?
| Type of loss | Maximum under RB-IOS 2026 (as reported) |
|---|---|
| Actual financial loss caused by the bank | Up to ₹30 lakh |
| Loss of time, expenses and mental harassment | Up to ₹3 lakh |
These are upper limits; the actual amount depends on your proven loss. The ombudsman cannot award more than your real loss plus the harassment component.
If you are still not satisfied
RBI’s ombudsman schemes have traditionally allowed an appeal to an Appellate Authority within the RBI in certain cases. Check the RB-IOS 2026 scheme document on rbi.org.in for the current appeal rules and deadlines. You also keep the right to go to a consumer commission or court, though you cannot pursue the same complaint in two places at once.
Frequently asked questions
Is there any fee to complain to the RBI Ombudsman?
No. The service is completely free. Be careful of agents who offer to “file with RBI” for a fee — you can do it yourself in 15 minutes.
Do I need a lawyer?
No. The process is designed for ordinary customers. Clear facts and documents matter far more than legal language.
Can I complain about a cooperative bank?
Coverage of cooperative banks depends on their size and type under the scheme. Check the list of covered entities on the CMS portal when you file; if the bank is not listed, the portal will tell you.
My credit report shows a wrong entry. Who do I complain to?
First raise a dispute with the credit bureau and the bank that reported the data. If it is not corrected, you can complain to the RBI Ombudsman, since credit information companies are covered. Fixing errors matters — see our guide on how your credit score works.
Bottom line
Complain to the bank in writing, wait 30 days or until it replies, then file on cms.rbi.org.in with a clear timeline and documents. It costs nothing and often works faster than people expect.
Disclaimer: This article summarises publicly reported features of RB-IOS 2026 for general information. It is not legal advice. For authoritative details — time limits, covered entities and appeal rules — read the scheme document on rbi.org.in. See our full disclaimer.