New RBI ombudsman scheme explained: How to file a complaint and get up to ₹30 lakh in compensation

Starting from July 1, 2026, bank customers will see key changes in the complaint submission system with the rollout of the Reserve Bank-Integrated Ombudsman Scheme (RB-IOS), 2026. The RBI’s Ombudsman Scheme is for resolving customer grievances against RBI-regulated entities quickly and efficiently.

“A Scheme for resolving customer grievances in relation to services provided by entities regulated by Reserve Bank of India in an expeditious and cost-effective manner under Section 35A of the Banking Regulation Act, 1949 (10 of 1949), Section 45L of the Reserve Bank of India Act, 1934 (2 of 1934), Section 18 of the Payment and Settlement Systems Act, 2007 (51 of 2007) and Section 11 of the Credit Information Companies (Regulation) Act, 2005 (30 of 2005),” RBI said.

The new framework will bring many changes in how customers can file complaints against banks, NFBCs, payment firms and other credit bureaus and how the complaints will be handled. The changes are clearly laid down in the RB-IOS, 2026 document with timelines, eligibility rules, compensation limits, etc. Here’s what bank customers need to know:

Who can file a complaint under the Ombudsman scheme?

Any customer who uses the services of an RBI-regulated entity can file a complaint regarding any deficiency. The scheme applies to all commercial banks, NFBCs with assets of ₹100 crore and above, non-bank prepaid payment instrument (PPI) issuers and credit information companies.

How can a customer file a complaint?

If a customer has filed a complaint with the bank or the financial institution, and the entity does not reply within 30 days, or if the customer remains unsatisfied with the resolution, he or she can escalate the complaint to the RBI Ombudsman. 

Note that it is a key condition of the scheme that the customer must first file a complaint with the bank or the financial institution and then approach the Ombudsman.

Further, the customer must approach the Ombudsman within 90 days of receiving the final response by the bank or after the reply deadline expires.

How can customers file complaints?

The RBI will continue receiving complaints through its centralised complaint system, under which customers can file grievances in the following ways:

• Online portal: https://cms.rbi.org.in
• Email: crpc@rbi.org.in
• Physical submission: Centralised Receipt and Processing Centre (CRPC), RBI, Chandigarh

All complaints will be processed through the Centralised Receipt and Processing Centre, which conducts an initial check before registering the complaint.

What type of complaints can be filed?

Customers can file various types of complaints under the Ombudsman scheme, including:

• ATM, debit card and credit card issues
• Issues with account opening and operations
• KYC-related issues and account freezes
• Internet and mobile banking transaction failures
• Loan recovery harassment
• Fair practises violations
• Pension-related services offered by the financial institution
• Cheque clearing issues
• Issues with government transactions
• Wrongful selling of financial services

Some types of complaints will not be entertained by the Ombudsman, including:

• Commercial decisions of financial institutions
• Employer-employee disputes
• Matters pending with the court, or already settled by the court
• Services not under the regulation of the RBI
• Complaints without sufficient evidence

Can a customer’s lawyer file a complaint?

No, a customer’s lawyer cannot represent him/her. However, customers can appoint an authorised representative who can file a complaint on their behalf. This is helpful for senior citizens or persons with disabilities.

How will the Ombudsman solve the issues?

The RBI Ombudsman will solve the issue by taking these steps:

• Asking for further information and documents from the bank or the customer.
• Facilitating a settlement.
• Holding conciliation meetings.
• Announcing compensation (formal award) in case the settlement fails.

If the bank fails to submit documents or provide information in a time-bound manner, the Ombudsman can issue directions to solve the grievance.

What are the compensation limits?

The RBI can award compensation to the customer:

• Up to ₹30 lakh for actual financial loss
• Up to ₹3 lakh for mental harassment and loss of time and money

Can customers appeal the Ombudsman’s decision?

Yes, if a customer isn’t satisfied with the solution provided by the RBI’s Ombudsman, he or she can appeal to the RBI’s Appellate Authority within 30 days. The bank or the financial institution can also challenge the award within 30 days of announcement.

What are new obligations for banks?

As per the new rules, banks must:

• Display the details of the Ombudsman scheme at their branches.
• Publish the contact details of the nodal officer.
• Provide information in English, Hindi and other regional languages.
• Make the scheme details accessible on their websites.

Through the new Ombudsman Scheme, customers can submit their complaints and get resolutions in a timely manner with more clarity and defined compensation limits. The new scheme offers clearer definitions, tighter timelines and higher compensation caps for the customers.

What happens to complaints submitted before July 1, 2026?

The central bank had earlier released the draft for the scheme in October 2025, asking for feedback from stakeholders and the general public. After incorporating the changes, the RBI has issued the final scheme, providing a single, integrated grievance redress mechanism for customers. The new scheme will replace the existing Integrated Ombudsman Scheme, 2021.

As the new scheme comes into force from July 1, 2026, the complaints received before that date will continue to be governed by the provisions of the 2021 scheme.