Is your money stuck and the bank isn't listening to your complaint? This new RBI scheme will help you—here is a step-by-step guide..
If your money is stuck with a bank or financial institution, or if a banking-related issue remains unresolved despite repeated complaints, there is significant and welcome news for you. The Reserve Bank of India (RBI) has launched a new, integrated system for the redressal of customer grievances.
The Reserve Bank has implemented the 'Reserve Bank – Integrated Ombudsman Scheme, 2026' effective from July 1, 2026. This scheme facilitates the speedy and cost-free resolution of customer complaints against entities regulated by the Reserve Bank.
Key features of the scheme, steps to file a complaint, and relevant rules are detailed below:
Against which institutions can a complaint be filed?
Several financial institutions have been brought under the ambit of this new Integrated Ombudsman Scheme by the RBI. Customers can file complaints against the following institutions in cases of deficiency in service:
All banks
Non-Banking Financial Companies (NBFCs)
Non-bank Prepaid Payment Instrument Issuers
Credit Information Companies
Complaints covered under this scheme are processed at the offices of the Reserve Bank of India Ombudsman. Complaints falling outside the scope of this scheme are processed by the Consumer Education and Protection Cells (CEPCs). A complete list of these regulated entities and CEPCs is available at https://cms.rbi.org.in.
How to file a complaint with the RBI Ombudsman: Step-by-step process
If the concerned financial institution does not resolve your complaint to your satisfaction, or if you do not receive a response within the timeframe stipulated under the scheme, you can file a complaint directly with the RBI Ombudsman using the following three methods:
Method 1 (Online Portal): You can file your complaint by visiting the Reserve Bank's online CMS portal at https://cms.rbi.org.in.
Method 2 (Via E-mail): You can send your complaint to the e-mail address crpc@rbi.org.in. Method 3 (By Post or Courier): You can send your complaint in writing via post or courier to the following address:
Centralised Receipt and Processing Centre (CRPC), Reserve Bank of India, Central Vista, Sector 17, Chandigarh - 160 017
Do's and Don'ts
The RBI advises customers to observe certain precautions while filing a complaint:
Do's
Use the CMS portal to file your complaint, as it provides an immediate acknowledgement, makes status tracking easy, and ensures faster processing.
Use only the official complaint form available at https://cms.rbi.org.in when filing a complaint via email or physical mail (post).
Ensure you attach a copy of the complaint previously lodged with the concerned financial institution, a copy of the response received from the institution (if any), and other relevant documents related to the complaint.
Make sure to provide your contact number and email ID (if available) in the form.
Don'ts
Do not approach the Ombudsman directly: Do not file a complaint directly with the RBI Ombudsman without first contacting the concerned bank or regulated entity. Such complaints cannot be entertained. You must first raise your grievance with the institution itself before approaching the Ombudsman.
Further Information and Toll-Free Helpline Number
If you wish to know more about this scheme and the complaint filing process:
Visit the website: You can read the 'Frequently Asked Questions' (FAQs) by visiting the official RBI website (https://rbi.org.in) and navigating to: FAQs → Consumer Education and Protection → Reserve Bank - Integrated Ombudsman Scheme, 2026.
Call the toll-free number: You can directly contact the RBI's contact centre on the toll-free number: 14448. Call Center Timings: The Interactive Voice Response System (IVRS) facility is available 24x7. Direct interaction with contact center staff is available from Monday to Saturday, 8:00 AM to 10:00 PM, excluding national holidays. This service operates in English, Hindi, and 10 regional languages (Assamese, Bengali, Gujarati, Kannada, Malayalam, Marathi, Odia, Punjabi, Telugu, and Tamil).
Special Rules for Complaints Against DICGC
If your complaint is against the Deposit Insurance and Credit Guarantee Corporation (DICGC), it can be lodged at the address or email ID provided below:
Address: The General Manager, Deposit Insurance and Credit Guarantee Corporation, Complaint Redressal Cell, Reserve Bank of India, 2nd Floor, Opposite Mumbai Central Railway Station, Byculla, Mumbai - 400008
E-mail: dicgc.complaints@rbi.org.in
Contact Number: 022-2301 9645
Disclaimer: This content has been sourced and edited from Money Control. While we have made modifications for clarity and presentation, the original content belongs to its respective authors and website. We do not claim ownership of the content
