The Reserve Bank of India (RBI) has rolled out the Integrated Ombudsman Scheme, 2026 to make complaint resolution easier and faster for customers dealing with banks and other RBI-regulated financial institutions.
The new scheme will come into effect from July 1, 2026, replacing the earlier 2021 framework. Its main aim is to offer customers a quick, fair, and cost-free way to resolve grievances, without the need to approach courts or other legal forums.
What is the Integrated Ombudsman Scheme?
The Integrated Ombudsman Scheme is a single-window grievance redressal system set up by the RBI. It addresses complaints related to deficiencies in services provided by regulated entities such as banks, NBFCs, and payment system operators.
Customers can raise issues related to service delays, unfair or incorrect charges, improper handling of accounts, or other lapses in customer service. The scheme is applicable across India and focuses on speedy resolution through a simplified process.
Compensation provisions under the scheme
Under the 2026 framework, there is no cap on the value of the dispute that a customer can bring before the Ombudsman. However, compensation for actual financial loss is capped.
The RBI Ombudsman has the authority to award compensation of up to Rs 30 lakh for any direct or consequential loss suffered by the complainant. In addition, the Ombudsman may also grant compensation of up to Rs 3 lakh for non-financial losses such as time spent, expenses incurred, harassment, or mental stress faced by the customer.
How To File Complaint Under Ombudsman Scheme
There are multiple ways to file your complaint under the ombudsman scheme. You may choose to file your complaint online by visiting their website https://cms.rbi.org.in or may choose to complain through an email at CRPC@rbi.org.in. Toll-free number 14448 can also be used to file the complaint. You can also send your complaint physically by filling out a form and mailing it to the RBI’s ‘Centralised Receipt and Processing Centre’ in Chandigarh.
To file your complaint online follow these simple steps
– Log on to cms.rbi.org.in and click on the ‘File A Complaint’ option available on the homepage. Next, you need to verify the captcha before validating your mobile number with mobile.
– Enter the required personal details and select the entity against whom you wish to register your complaint.
– Give the details of the complaint that you had filed with the regulated entity and attach a copy of the complaint.
– Give the card number, loan or deposit account details to lodge a complaint.
– Select the complaint category from the drop-down menu available for example loan and advances or mobile banking.
– Now select the subcategory of your complaint from the available options
– Provide factual details of the complaint and give details of the dispute amount and compensation sought
– Review your complaint before finally submitting it. Save a copy for future use and record.
The Ombudsman scheme has been introduced with an aim to enhance customer confidence by effectively addressing grievances on fraud and failure of payment related to the prepaid instrument. The scheme will also strive to make the redressal mechanism simple and transparent for the customers.
