Ombudsman Scheme
Reserve Bank - Integrated Ombudsman Scheme, 2021
About the Scheme
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).
Grounds of Complaint
Any customer aggrieved by an act or omission of a Regulated Entity resulting in deficiency in service may file a complaint under the Scheme personally or through an authorised representative.
Procedure for Filing a Complaint
- 1
Step 1: Contact the Bank First
Before filing a complaint with the Ombudsman, customers must first file a written complaint with the bank. The bank has 30 days to resolve the issue.
- 2
Step 2: File with RBI
If the bank does not reply within 30 days or rejects the complaint, you may file a complaint online through the CMS portal (cms.rbi.org.in).
- 3
Step 3: Resolution
The Ombudsman will endeavour to promote settlement through facilitation, conciliation or mediation, or pass an Award if necessary.
Bank Principal Nodal Officer
Full Scheme Details
Download the official Reserve Bank Integrated Ombudsman Scheme document (2021).
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