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How To File Complaints Under RBI’s Integrated Ombudsman Scheme2 min read

November 19, 2021 2 min read
RBI ombudsman

How To File Complaints Under RBI’s Integrated Ombudsman Scheme2 min read

Reading Time: 2 minutes

Unhappy with how a financial institution has resolved your complaint? There is now a single platform where you can escalate your grievances.

Earlier this week, the Reserve Bank of India (RBI) launched the Integrated Ombudsman Scheme (ISO) for citizens to file complaints against banks, NBFCs and payments system operators.

The central bank said the scheme will “provide cost-free redress of customer complaints involving deficiency in services rendered by entities regulated by RBI, if not resolved to the satisfaction of the customers or not replied within a period of 30 days by the regulated entity.”

How does the ISO work?

An ombudsman, in simple terms, is usually a government-appointed official that investigates complaints filed by private citizens against companies, financial institutions, government departments, etc.

Under the ISO, there will be one portal, one email and one address to look into the complaints.
The Scheme follows the “One Nation One Ombudsman” approach, with a single grievance redressal mechanism for RBI-regulated entities.

This means that your banking and payments complaints can be filed under one system, under one jurisdiction. This means that grievances can no longer be rejected because they do not fall under the purview of a particular scheme.

The scheme will merge the RBI’s existing Ombudsman schemes — the Banking Ombudsman Scheme, 2006; the Ombudsman Scheme for Non-Banking Financial Companies, 2018; and the Ombudsman Scheme for Digital Transactions, 2019.

The Executive Director-in charge of Consumer Education and Protection Department of the RBI will be the Appellate Authority under the Scheme.

Non-Scheduled Primary Co-operative Banks with a deposit size of Rs 50 crore and above have also been brought under this scheme.

How can you file a complaint?

  • You can file a complaint https://cms.rbi.org.in. You need to validate your number using an OTP and fill out the form.
  • You can also register your complaint through an email at CRPC@rbi.org.in or by calling the contact centre on toll free number 14448. The contact centre is operational from 9.30 am to 5.15 pm in Hindi, English and eight other languages.
  • You can also fill a physical form and send it to the Centralised Receipt and Processing Centre set up by RBI. The address is 4th Floor, Sector 17, Chandigarh – 160017

Disclaimer – This content is purely for informational purposes only.