Complain to the bank in writing first. Wait 30 days. If there is no reply, or the reply is unsatisfactory, file with the RBI Ombudsman at cms.rbi.org.in. It is free. You do not need a lawyer.
The scheme is the Reserve Bank – Integrated Ombudsman Scheme, 2026, in force since 1 July 2026. It covers banks, most NBFCs, non-bank prepaid payment instrument issuers and credit information companies under one roof. The Ombudsman can award up to ₹30,00,000 for your actual loss. It can award a further ₹3,00,000 for your time, expenses and mental anguish.
What are the deadlines and limits?
| Rule or limit | Figure | Applies to | Clause in the scheme |
|---|---|---|---|
| Wait after complaining to the bank | 30 days | Every complaint | 10(1)(f) |
| Deadline once you get a reply | 90 days from the bank’s last reply | Every complaint | 10(1)(g) |
| Deadline if no reply comes | 90 days after the 30-day wait ends | Every complaint | 10(1)(g) |
| Maximum award for actual loss | ₹30,00,000 | Consequential financial loss | 8(3) and 15(2) |
| Extra award for time and anguish | ₹3,00,000 | Harassment, expenses, lost time | 8(3) |
| Limit on the disputed amount itself | None | Any dispute value | 8(3) |
| Bank must file its written version | 15 days | After the complaint is assigned | 14(2) |
| You must accept the award | 30 days from receipt | Otherwise the award lapses | 15(4) |
| Bank must comply with the award | 30 days from your acceptance | Unless it appeals | 15(5) |
| Appeal window | 30 days | To the Appellate Authority | 17(2) and 17(3) |
| Fee to complain | Nil | Every complainant | Scheme, throughout |
Source for every row: the text of the Reserve Bank – Integrated Ombudsman Scheme, 2026, published by the RBI. Clause numbers are quoted so you can check each one yourself.
What is the escalation ladder, step by step?
- Complain to the branch or through the bank’s website. Get a reference number. Keep the acknowledgement.
- Escalate to the bank’s Nodal Officer or Principal Nodal Officer if nothing moves. Every bank publishes these names.
- Count 30 days from the date the bank received your first complaint. Your complaint must reach the RBI Ombudsman within 90 days from the date this 30-day period ends or the date of the bank’s last reply, whichever is later.
- File at cms.rbi.org.in. Attach your complaint, the bank’s reply and your evidence.
- The RBI’s Centralised Receipt and Processing Centre screens it and assigns it to an Ombudsman.
- The bank must file a written version within 15 days. If it does not, the Ombudsman can decide the case without it.
Step two matters more than people expect. A large share of complaints are settled at the nodal officer stage. It costs you one email and it builds the paper trail the Ombudsman will ask for.
What will the RBI Ombudsman refuse to look at?
This is the part that disappoints most complainants. Clause 10(2) lists what is excluded. The first item is the commercial judgment of the regulated entity.
So the Ombudsman will not force a bank to sanction your loan. It will not order a lower interest rate. It will not reverse a fee that the bank disclosed and was entitled to charge. Those are pricing and credit decisions, not deficiency in service.
Also excluded: disputes between a bank and its vendor, general grievances against management, disputes between two regulated entities, employment disputes, and any service outside the RBI’s regulatory remit. A complaint already before a court or another forum is out too.
What does work is deficiency in service. Unauthorised debits. Failed transactions not reversed. A card closure request ignored. A loan account not updated after closure. Wrong credit bureau reporting. Read borrower rights and credit card RBI rules for the duties banks actually owe you.
What happens if the Ombudsman decides against you?
You can appeal within 30 days. The Appellate Authority is the Executive Director in charge of the RBI department that runs the scheme. The bank can appeal too, but not against an award issued because it failed to furnish documents.
An award only takes effect if you accept it. Send the bank a letter of acceptance within 30 days of receiving the award. Miss that window and the award lapses. This is clause 15(4) and it is the most common own goal in the whole process.
Frequently asked questions
Does complaining to the RBI Ombudsman cost anything?
No. There is no filing fee and no fee for the proceedings. You do not need an advocate. You may be represented by an authorised representative, but not by an advocate unless the advocate is the aggrieved person.
Can I complain about an NBFC or a payment app?
Yes, if the payment app is a non-bank prepaid payment instrument issuer, such as a wallet. The 2026 scheme is integrated. It covers banks, most NBFCs, non-bank prepaid payment instrument issuers and credit information companies. A few categories are carved out, including entities in resolution or winding up.
How long does the Ombudsman take?
The scheme sets deadlines for the bank, not a fixed clock for the outcome. The bank has 15 days to reply. Simple cases often settle by facilitation soon after. Contested cases run longer because both sides get a hearing.
My loan application was rejected. Can the Ombudsman help?
No. Sanctioning credit is a commercial decision and is excluded under clause 10(2)(a). What you can complain about is a process failure. An unexplained rejection, a wrongly reported default or a fee charged on a loan you never took are all fair game. See credit report dispute for the parallel route through the bureaus.
What if I was defrauded rather than badly served?
Report the fraud first, then complain. The Ombudsman route runs alongside a police complaint and does not replace it. Our guide on how to report financial fraud sets out the order to do things in.
Sources
- Reserve Bank of India, The Reserve Bank – Integrated Ombudsman Scheme, 2026, in force from 1 July 2026 — full scheme text, clauses 8, 10, 14, 15 and 17. rbi.org.in
- Reserve Bank of India, Complaint Management System portal. cms.rbi.org.in
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