Experiencing Bank Issues? Learn How to File a Complaint with the RBI Ombudsman Scheme

If you have a problem with your bank that the branch or head office can’t resolve, you can file a complaint with the Reserve Bank of India (RBI) under the RBI Banking Ombudsman Scheme.

What is the Banking Ombudsman Scheme?

The Banking Ombudsman Scheme helps customers resolve complaints about banking services through the RBI.

Who is an RBI Ombudsman?

An RBI Ombudsman is a senior official appointed by the RBI to handle customer complaints about banking services.

Eligibility Criteria for Filing a Complaint

You can file a complaint if your problem is concerns poor banking services as defined by the RBI guidelines. Make sure your issue fits these rules before filing.

When to File a Complaint

If your bank doesn’t resolve your issue within 30 days or if you’re unhappy with their response, you can complain to the RBI Ombudsman. Do this within one year of the bank’s final response or within 13 months of first complaining to the bank, whichever is sooner.

How to File a Complaint?

Here are the few steps to file a complaint:

• Online: Use the RBI CMS portal.
• By Mail: Send a complaint letter to the Centralised Receipt and Processing Centre at the RBI.
• By Email: Email your complaint and documents to [email protected].

File complaints with the Banking Ombudsman office in the area where your bank branch is located. The RBI has offices across India for this purpose.

Resolution Process

The Banking Ombudsman will review your complaint and try to resolve it within 30 days. If you disagree with the decision, you can ask for a second review.

Minimum Details Required to File a Complaint

Provide the following information:

• Your name, age, and gender.
• Your full postal address, personal email ID, mobile number (mandatory for notifications), and landline number (if available).
• The name and address of the bank branch you’re complaining about.
• Details of your complaint, including transaction date, account number, and any related card details.
• Date and details of your complaint to the bank and their response.
• Description of the loss you’ve suffered.
• The relief you’re seeking.
• A declaration that the complaint is not maintainable under Clause 10 of RB-IOS 2021.

Charges or Fees

There are no charges or fees for filing or resolving complaints under the RBI Ombudsman Scheme.