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RBI Ombudsman Complaint Format

RBI Integrated Ombudsman — Free, fast-track banking grievance resolution

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iGuideline Summary

The RBI Integrated Ombudsman Scheme (RBIOS) provides free, expedited resolution for complaints against banks, NBFCs, credit card companies, and payment system operators. File online at cms.rbi.org.in after your bank fails to respond in 30 days or provides an unsatisfactory response. Maximum compensation under the scheme is ₹20 lakhs. VERIFY_OFFICIAL_SOURCE: RBI Integrated Ombudsman Scheme 2021.

⚠️ VERIFY_OFFICIAL_SOURCE: Always check cms.rbi.org.in for current process and eligibility criteria before filing.

When to File This Complaint

Bank did not respond to your complaint within 30 days
Bank gave an unsatisfactory or partial response
Your complaint was rejected without valid reason
NBFC or payment service provider failed to resolve your issue
Bank closed your complaint without resolution

Documents Required

Bank complaint reference number (mandatory)
Bank's written response or rejection letter
All previous correspondence with the bank
Transaction proof (bank statement / SMS)
Photo ID (Aadhaar, PAN)
Account statement showing disputed transaction

Common Mistakes to Avoid

Filing Ombudsman before completing 30-day bank grievance window
Missing the 1-year limitation period from bank's final reply
Not having the bank's written complaint reference
Submitting incomplete documents — causes rejection
Filing with multiple forums simultaneously

Frequently Asked Questions

Is the RBI Ombudsman service free?

Yes. The RBI Integrated Ombudsman Scheme is completely free for complainants. There is no filing fee or charge.

How do I file an RBI Ombudsman complaint online?

Visit cms.rbi.org.in (VERIFY_OFFICIAL_SOURCE), register, and file your complaint online. You need your bank complaint reference number and all supporting documents.

How long does the RBI Ombudsman take to resolve a complaint?

The Ombudsman typically attempts to resolve complaints within 30-45 days through mediation. If mediation fails, it can take up to 3 months for a formal award.

What is the maximum compensation from RBI Ombudsman?

The maximum compensation award is ₹20 lakhs. Additionally, compensation for harassment and mental agony up to ₹1 lakh can be awarded. VERIFY_OFFICIAL_SOURCE: RBI Ombudsman Scheme 2021.

Can I file an RBI Ombudsman complaint against Paytm or PhonePe?

Yes. The RBI Integrated Ombudsman now covers payment system operators including prepaid wallet providers and payment banks. VERIFY_OFFICIAL_SOURCE before filing.

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Escalation Path

1
Bank branch / customer care (first)
2
Bank nodal officer
3
RBI Integrated Ombudsman (cms.rbi.org.in)
4
Appellate Authority (if award unsatisfactory)
5
Consumer Forum (alternative)

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Important Disclaimer

Nyay360 is not a law firm, not an advocate, and is not affiliated with any government body. We do not provide legal representation or guarantee complaint resolution. All information is for educational and self-help purposes only. Users are responsible for verifying final content before submission. Regulator contact details and timelines are informational — always verify at official government portals before relying on them.