India / Banking

How to complain to the RBI Ombudsman against a bank

Complain to your bank or NBFC first and keep proof. If there is no reply in 30 days, or you are not satisfied with the reply, file a free complaint on cms.rbi.org.in within 90 days. The Reserve Bank Integrated Ombudsman Scheme, 2026 applies to complaints from 1 July 2026.

Fee: Free
Time: File within 90 days after the bank's 30 day reply period ends; the Scheme sets no deadline for the final decision
How: Online on cms.rbi.org.in, or by email or post

Checked against official sources on 13 October 2026. See the 7 sources.

Not confirmed

These points could not be confirmed on an official page on 13 October 2026. Check them with the office or portal before you rely on them.

The screens inside the File a Complaint, Track Your Complaint and File an Appeal options were not opened, because they ask for a mobile number and OTP; the steps describe them in plain words from the RBI FAQ and the complaint form
The Scheme text says the bank's reply period is 30 days or the RBI, NPCI or card network timeline, "whichever is higher"; the guidance note in the Scheme's own Annex says "whichever is later"; both are on the same PDF and mean the longer period
The RBI FAQ calls the tracking option "Track a complaint"; the portal home page shows it as "Track Your Complaint"
The Scheme sets no time limit within which the Ombudsman must decide a complaint; no official page opened gives an expected number of days
The Scheme PDF link given in the RBI FAQ (rbidocs.rbi.org.in/rdocs/content/pdfs/SCHEME16012026_A.pdf) did not open on 13 Oct 2026; the copy on the CMS portal was read instead
How to file a complaint about an entity that is not covered by the Scheme (through a Consumer Education and Protection Cell) was not checked in detail
Each bank's own escalation levels, nodal officer contacts and internal timelines were not checked bank by bank

Quick answer

Complain to the bank first, in writing or through any channel that gives you proof (email, app, website, branch letter with acknowledgement). Note the complaint number and date.
Wait 30 days. If RBI, NPCI or a card network gives the bank a longer time for that kind of complaint, wait for the longer period. You do not have to wait if the bank has already replied and you are not satisfied.
File with the RBI Ombudsman within 90 days after that period ends, or within 90 days of the bank's last communication, whichever is later.
File online at cms.rbi.org.in using the "File a Complaint" option. You can also email crpc@rbi.org.in or post the signed complaint form to the Centralised Receipt and Processing Centre in Chandigarh.
It is free. You do not need a lawyer, and an advocate cannot represent you unless the advocate is the aggrieved customer.

The scheme in force today is the Reserve Bank Integrated Ombudsman Scheme, 2026 (RB-IOS, 2026). It came into force on 1 July 2026 and replaced the 2021 Scheme. A complaint that RBI received before 1 July 2026 continues under the 2021 Scheme.

Who can apply

Any customer of a covered entity can complain. "Customer" includes a person who has only applied for a service. You can file yourself or through an authorised representative appointed in writing. The representative cannot be an advocate, unless the advocate is personally the aggrieved customer.

The complaint must be about a deficiency in service: a shortcoming or inadequacy in a service the entity has to provide, whether or not you lost money.

Entities covered

Type	Covered
Banks	All commercial banks, Regional Rural Banks, State Co-operative Banks, Central Co-operative Banks, Scheduled Primary (Urban) Co-operative Banks, and Non-Scheduled Primary (Urban) Co-operative Banks with deposits of Rs 50 crore and above
NBFCs	NBFCs registered with RBI that are authorised to accept deposits, or that have a customer interface and assets of Rs 100 crore and above
Prepaid instruments	All non-bank Prepaid Payment Instrument issuers (wallets and prepaid cards)
Credit bureaus	Credit Information Companies

Housing Finance Companies, Core Investment Companies, IDF-NBFCs, NBFC-IFCs, NOFHCs, Primary Dealers and Mortgage Guarantee Companies are excluded from the NBFC category. The CMS portal has two name by name lists: entities covered and entities not covered. Check your bank or lender there if you are unsure.

What you cannot complain about

A complaint is rejected at the outset if it is:

Sent to the bank with RBI only marked in copy. It must be addressed to the RBI Ombudsman directly.
Filed through an advocate who is not the aggrieved person.
Incomplete, or abusive, frivolous or vexatious.
Filed without first complaining to the bank, or before the waiting period is over, or after the 90 day window.
About the same grievance that is pending before, or already settled or decided on merits by, the RBI Ombudsman or any court, tribunal, arbitrator or other judicial or quasi-judicial forum. A pending criminal case or police investigation does not count as the same grievance.
Based on a complaint to the bank that was itself made after the limitation period under the Limitation Act, 1963.

The Scheme also excludes these matters:

Commercial judgment or decision of the entity (for example, refusing a loan on its credit assessment).
A dispute between a vendor and the entity, or between two regulated entities.
Grievances against the management or executives of the entity.
Action the entity took to comply with an order of a court, a statutory authority or a law enforcing authority.
A service outside RBI's regulatory purview.
Employee and employer disputes.
A grievance for which Section 18 of the Credit Information Companies (Regulation) Act, 2005 gives a remedy.
Customers of an entity not covered by the Scheme.

Documents you need

The complaint form in the Scheme lists these as normally required:

Document	Notes
Copy of your complaint to the bank	With its date and the complaint or acknowledgement number
Copy of the bank's reply	If you received one
Other relevant papers	Statements, transaction reference numbers, SMS or email alerts, letters
Calculation of compensation	If you claim consequential loss, enclose proof and how you arrived at the amount
Authorisation letter	Only if a representative files for you

Details you will be asked for: your name, mobile number, email (if you have one), full postal address with PIN code, the name and branch of the entity, the account, card or loan number involved, the date of your complaint to the entity, the facts, and the relief you want.

Steps

Step 1: Complain to the bank

Send a written complaint to the bank, NBFC, wallet issuer or credit bureau. Use a channel that leaves a record.
Keep the complaint number or acknowledgement and the date. Without proof of this complaint the Ombudsman will not take up your case.
Every covered entity must display the name and contact details of its Principal Nodal Officer at branches and on its website. You can escalate to that officer while you wait.

Step 2: File online

Type cms.rbi.org.in into your browser. The page is headed "Complaint Management System" and welcomes you to the Reserve Bank Integrated Ombudsman Scheme, 2026. English and Hindi are available.
Choose "File a Complaint".
Enter your details and the details of the entity, as listed above. Give the complaint number the entity gave you and the date you complained to it.
Answer the screening questions truthfully. The complaint form asks whether the matter is before a court or tribunal, whether it was already dealt with by the RBI Ombudsman, whether you are filing through an advocate, and whether it is an employer and employee dispute. The portal checks these answers and will not register a complaint that is not maintainable.
Pick the nature of the complaint if you wish (for example ATM/Debit Cards, Credit Cards, Loans and advances, Internet/Mobile/Electronic Banking, Mis-selling, Issue related to KYC updation). This field is optional on the form.
Describe the facts briefly and state the relief you want. The description can be typed or pasted in any language, within the character limit on the portal.
If you want compensation, enter the amount under each head and attach proof.
Submit and save the complaint number.

Step 3 (alternative): Email or post

Download "Complaint Form" from the CMS portal and fill it in.
Email it with attachments to crpc@rbi.org.in, or
Sign it and send it with copies of the documents to: Centralised Receipt and Processing Centre (CRPC), 4th Floor, Reserve Bank of India, Central Vista, Sector 17, Chandigarh 160 017.

Email and postal complaints can be in any language. A physical complaint must be signed by you or your authorised representative.

Step 4: What happens next

A registered complaint is sent to the entity, which must file its written reply with documents within 15 days. The Ombudsman can give it more time on request.
The Ombudsman or Deputy Ombudsman tries to settle the matter by agreement. A conciliation meeting may be held, in person or online.
If the entity sends no reply, the Ombudsman can decide on the papers available and pass an Award.
If there is no settlement and the Ombudsman finds a deficiency in service, an Award is passed after both sides get a chance to be heard, orally or in writing.
Accept the Award in time. You must send the entity a letter accepting the Award in full and final settlement within 30 days of receiving it. If you do not, the Award lapses. Do not send the letter if you are filing an appeal.
The entity must comply, or appeal where it is allowed to, within 30 days of receiving your acceptance letter.

Fees

There is no fee for filing or for the decision. RBI says complainants need not approach any third party agency or pay anyone to file.

Head	Limit
Amount in dispute	No limit
Compensation for consequential loss	Up to Rs 30 lakh
Compensation for loss of time, expenses, harassment and mental anguish	Up to Rs 3 lakh, in addition

If the compensation you seek for consequential loss is more than the Ombudsman can award, the complaint can be rejected on that ground.

How long it takes

Stage	Time limit
Bank's time to reply to you	30 days, or the time RBI, NPCI or a card network sets for that complaint, whichever is longer
Your window to approach the Ombudsman	90 days from the end of that period, or from the bank's last communication, whichever is later
Entity's written reply to the Ombudsman	15 days, extendable
Your acceptance of an Award	30 days from receiving it
Entity's compliance or appeal	30 days from your acceptance letter
Your appeal against an Award	30 days from receiving it, plus up to 30 more days for sufficient cause

The Scheme does not fix a time within which the Ombudsman must decide a complaint. Proceedings are summary and are not bound by rules of evidence.

How to check status

Use "Track Your Complaint" on cms.rbi.org.in with your complaint number and mobile number. You can also call the RBI Contact Center on toll free 14448. The IVRS works 24x7. Staff are available from 8:00 AM to 10:00 PM, Monday to Saturday except national holidays, in English, Hindi and ten regional languages (Assamese, Bengali, Gujarati, Kannada, Marathi, Malayalam, Odia, Punjabi, Telugu, Tamil). The Contact Center gives guidance and status only. It does not take complaints.

You can withdraw a complaint at any stage from the tracking option on the portal.

Common problems

Filed too early. If the bank has not replied and 30 days are not over, the complaint is not maintainable. Wait, then file.
Filed too late. The 90 days run from the end of the reply period or from the bank's last communication, whichever is later. Do not let months of phone follow up eat into this.
No proof of the first complaint. A phone call with no reference number is hard to prove. Follow up by email and quote the complaint number.
RBI was only copied on an email to the bank. That is not a complaint under the Scheme. File a separate complaint addressed to the Ombudsman.
Case already in consumer court or civil court. The Ombudsman will not take the same grievance. If you file a case on the same cause of action while the complaint is pending, it can be rejected.
Complaint needs detailed evidence. The Ombudsman may reject a complaint that needs elaborate documentary and oral evidence. That rejection does not stop you from going to a court or consumer commission.
Complaint treated as a query. Suggestions, queries and requests for guidance are not complaints. State clearly what the bank did wrong and what you want.
Entity not covered. The complaint is not maintainable under the Scheme. RBI says such grievances may be dealt with under its other arrangements, including Consumer Education and Protection Cells, where applicable.
Complaint rejected and you disagree. Under the 2026 Scheme an appeal lies only against an Award, not against a rejection.

Fraud warning: the Ombudsman process is free and runs only on cms.rbi.org.in, crpc@rbi.org.in and the Chandigarh address. Nobody from RBI will ask for an OTP, PIN, card number or a fee to register or speed up a complaint.

FAQ

Can I complain directly to RBI without going to the bank?

No. You must first complain to the bank or other entity and be able to show proof. A complaint filed directly with the Ombudsman is not acted upon.

How many days should I wait before going to the Ombudsman?

30 days from the day the bank received your complaint, or the longer time that RBI, NPCI or a card network allows for that type of complaint. If the bank replies earlier and you are not satisfied, you can file at once.

Is the RBI Ombudsman complaint free?

Yes. There is no charge for filing or for resolution.

What is the maximum compensation the RBI Ombudsman can give?

Up to Rs 30 lakh for consequential loss, and up to Rs 3 lakh more for loss of time, expenses, harassment and mental anguish. There is no limit on the disputed amount itself that can be brought before the Ombudsman.

Can a lawyer file the complaint for me?

No. A representative must be a person other than an advocate, authorised by you in writing. An advocate can file only his or her own complaint as a customer.

Which Ombudsman office should I complain to?

You do not choose one. All complaints go through the CMS portal or the CRPC and are assigned by RBI. RBI calls this the "One Nation One Ombudsman" approach.

Can I appeal if I am unhappy with the decision?

You can appeal against an Award within 30 days of receiving it. The Appellate Authority is the Executive Director in charge of RBI's Consumer Education and Protection Department, and can allow up to 30 more days for sufficient cause. The portal has a "File an Appeal" option. There is no appeal under the Scheme against a rejection.

Which scheme applies to my complaint, 2021 or 2026?

Complaints received by RBI on or after 1 July 2026 are under RB-IOS, 2026. Complaints received before that date, appeals from decisions under the 2021 Scheme and execution of Awards under it stay under the 2021 Scheme.

Can I complain against a bank manager?

Not as such. Grievances against the management or executives of an entity are excluded. Frame the complaint as a deficiency in the bank's service. The complaint form does list "Staff behaviour" as a nature of complaint.

Can I go to court after the Ombudsman?

The Scheme describes itself as an alternate grievance redress mechanism. It bars the Ombudsman from taking a matter already before or decided by a court or other forum. An Award binds you only if you accept it in full and final settlement.

Official links

Sources

Every fee, time limit, form and address above was read on these official pages on 13 October 2026.

RBI, FAQs on the Reserve Bank Integrated Ombudsman Scheme, 2026 (updated as on 1 July 2026) Supports Scheme in force from 1 July 2026 and replaces the 2021 Scheme; older complaints stay under the 2021 Scheme; entities covered; non-maintainable complaints; 30 day and 90 day rules; minimum details needed; three filing modes; no fee; compensation limits; settlement, Award and rejection; acceptance letter within 30 days; appeal within 30 days; tracking; withdrawal; Contact Center 14448 hours and languages; languages for filing
RBI, Complaint Management System (CMS) portal Supports Portal home page for the 2026 Scheme; on-screen options File a Complaint, Track Your Complaint, File an Appeal and Feedback; language choice of English and Hindi; links to the Scheme, the lists of covered and not covered entities and the complaint form; Contact Center 14448 timings
RBI, Reserve Bank Integrated Ombudsman Scheme, 2026 (full text, PDF on the CMS portal) Supports Clause 1 (commencement 1 July 2026, entities covered); clause 3 (definitions, Appellate Authority, authorised representative not an advocate); clause 8 (no limit on disputed amount, Rs 30 lakh and Rs 3 lakh compensation); clause 10 (maintainability and exclusions); clause 11 (how to file); clause 12 (system validation on the portal); clause 14 (bank's reply in 15 days, settlement, conciliation, summary proceedings); clause 15 (Award and acceptance within 30 days); clause 16 (rejection grounds); clause 17 (appeal); clause 18 (Principal Nodal Officer); clause 20 (repeal of the 2021 Scheme); Annex (complaint form and guidance)
RBI, Complaint Form under the Scheme (PDF on the CMS portal) Supports Fields of the complaint form; complainant categories; questions that make a complaint not maintainable; nature of complaint list; compensation fields; authorisation of a representative
RBI, Address of the Centralised Receipt and Processing Centre (PDF on the CMS portal) Supports Postal address of the CRPC at Chandigarh, including 4th Floor
RBI, Regulated entities covered under the Scheme (PDF list on the CMS portal) Supports Name by name list of entities covered, to check whether your bank or NBFC is included
RBI, Regulated entities not covered under the Scheme (PDF list on the CMS portal) Supports Name by name list of RBI regulated entities that are outside the Scheme

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