RBI Ombudsman Complaint under RB-IOS 2026: Who Can File, When and How

The Reserve Bank Integrated Ombudsman Scheme, 2026 (RB-IOS 2026) applies from 1 July 2026 and lets you complain free of charge against banks and other RBI-regulated entities at cms.rbi.org.in. You must first complain to the bank. If the bank rejects it, does not reply within 30 days, or replies unsatisfactorily, you can approach the Ombudsman within 90 days. There is no cap on the disputed amount, and compensation can go up to ₹30 lakh for consequential loss plus ₹3 lakh for time, expenses and harassment.

What changed with RB-IOS 2026

RB-IOS 2026 replaced the 2021 scheme from 1 July 2026. Complaints filed before that date continue under the 2021 scheme. The single most practical change for customers is the time limit: under the 2021 scheme you had one year after the bank’s reply, while under the 2026 scheme the complaint must be filed within 90 days after the bank’s reply period expires or the bank’s last communication, whichever is later. Many people lose their remedy simply by waiting, so treat 90 days as a hard deadline.

The scheme covers banks and other entities regulated by RBI, including eligible NBFCs, non-bank prepaid payment instrument issuers and credit information companies, subject to its conditions and exclusions.

Step by step: filing an Ombudsman complaint

1. Complain to the bank first. Write to the branch or the bank’s grievance email or portal. State the facts, the amount, the relief you want, and attach documents. Save the complaint number and acknowledgement.
2. Wait for 30 days or until the bank replies. Escalating to the bank’s nodal officer within this period is sensible.
3. Go to cms.rbi.org.in if the bank rejects the complaint, does not reply in 30 days, or you are not satisfied. Choose the regulated entity, fill in your details and the grievance, and upload documents.
4. File it yourself or through an authorised representative. An advocate cannot act as your representative unless the advocate is the aggrieved person.
5. Address it to the RBI Ombudsman directly. A complaint where RBI is merely copied on an email to the bank does not count.
6. Track and respond. Note the complaint number, reply to any queries quickly and keep copies of everything.

What to attach

• Copy of your complaint to the bank and its acknowledgement or complaint number.
• The bank’s reply, if any, or proof that 30 days passed without reply.
• Bank statements showing the disputed debit or charge.
• Transaction IDs, UTR numbers, SMS or email alerts.
• For fraud: 1930 or cybercrime.gov.in acknowledgement and FIR copy.
• Any other papers: loan sanction letter, card statement, correspondence.
• Identity details and, if using a representative, an authorisation.

When the Ombudsman will not take up a complaint

Complaints that fail the eligibility conditions in Clause 5(1) or fall under the exclusions in Clause 5(2) are rejected at the outset. The main grounds:

• No prior complaint to the bank, or 30 days have not passed without a reply.
• Filed after the 90-day window.
• Not addressed directly to the Ombudsman, or not lodged personally or through an authorised representative.
• Incomplete, abusive, frivolous or vexatious.
• The same grievance is pending before, or already decided on merits by, the Ombudsman or a court, tribunal, arbitrator or other forum.
• Barred by limitation under the Limitation Act, 1963.
• Commercial judgment of the bank (for example, a decision whether to grant a loan), vendor disputes, grievances against management, or employer-employee disputes.
• Action taken by the bank on the order of a court or law enforcement authority (for example, a freeze ordered by police).
• Services outside RBI’s regulatory purview, and credit report grievances that have a remedy under Section 18 of the Credit Information Companies (Regulation) Act, 2005.

Example

Meena in Patna is charged ₹4,500 in hidden fees on a personal loan. She writes to the bank on 1 August with her loan statement. The bank does not reply. On 5 September, after 30 days have passed, she files on cms.rbi.org.in with her complaint copy, the bank’s acknowledgement and the statement, well inside the 90-day window.

Frequently asked questions

Is there any fee to complain to the RBI Ombudsman?

No. The scheme is free for customers.

How long do I have to file?

Within 90 days after the bank’s reply period expires or the date of its last communication, whichever is later.

Is there a limit on the amount I can claim?

There is no limit on the disputed amount. Compensation for consequential loss is capped at ₹30 lakh, plus up to ₹3 lakh for time, expenses, harassment and mental anguish.

Can my lawyer file it for me?

An advocate cannot act as an authorised representative under the scheme unless the advocate is the aggrieved person. You can file yourself easily online.

My complaint was filed in June 2026. Which scheme applies?

Complaints filed before 1 July 2026 continue under RB-IOS 2021.

Quick quiz

Learn bank complaints, fraud refunds and consumer remedies in the Everyday Law for Every Indian course (₹349).

Sources

• Reserve Bank Integrated Ombudsman Scheme, 2026: Clause 5(1) (eligibility), Clause 5(2) (exclusions), compensation provisions
• Reserve Bank Integrated Ombudsman Scheme, 2021 (for complaints filed before 1 July 2026)
• Credit Information Companies (Regulation) Act, 2005: Section 18
• Limitation Act, 1963

This page is for education and general information, not legal advice for a specific case. Law as on 29 October 2026.